Exchanges Policy

Our Commitment

We really want you to be 100% stoked with your Instinct purchase. If for whatever reason you need to exchange an item, we are happy to help. Please read our exchanges policy carefully to understand your options.

Eligibility for Exchanges

To be eligible for an exchange, the following conditions must be met:

  • The exchange request must be made within 7 days of receiving your order.
  • The product/s must be returned in the same condition they were received in — unworn, unwashed, and with all original swing tags attached.
  • The product/s must have been purchased on the Instinct South Africa online store.
  • Exchanges are only accepted for online orders placed within South Africa. We regrettably do not offer exchanges on any orders shipped internationally.

Several types of goods are exempt from being exchanged. We do not accept exchanges for certain sale items (where specified), gift cards, or books.

We reserve the right to accept or reject any exchange request for product/s that do not meet the requirements above or which we believe are not in an acceptable condition. In the event of a rejection, we will let you know why and arrange to have the product/s sent back to you.

Exchange Shipping Costs

  • The customer is responsible for covering the full cost of shipping the original item back to us.
  • Instinct will cover the shipping cost of sending your replacement item/s back to you.

We recommend using a trackable courier service and requesting proof of delivery. Instinct cannot be held responsible for parcels that are lost or damaged in transit on their way to us.

Fulfilment

If for whatever reason we are unable to fulfil your requested exchange — whether due to stock availability or any other reason — we will refund you immediately and notify you of the reason.

Exchanges Process

  1. Contact our customer service team via the Contact page on our website.
  2. Provide your order number, personal contact information, and specify the product/s you wish to exchange.
  3. Clearly specify the size, colour, or product style you wish to receive in exchange for your original product.
  4. We will send you an exchange form which you’ll need to print out and include in the package along with the product/s you are exchanging.
  5. Send the package to our exchange address below using a courier of your choice. Please note that you are required to cover the full cost of shipping the item to us. We will happily cover the cost of shipping your replacement item/s back to you.
  6. Request a proof of delivery from your courier. Instinct cannot be held liable for parcels that do not arrive at our warehouse.
  7. Once received, your exchange will be inspected and you will be notified of the outcome within 1-2 working days. If approved, your replacement product/s will be on their way shortly after.

Exchange address: Instinct Head Office, 63 Acutt Avenue, Rosehill, Durban