Exchanges
We really want you to be 100% stoked with your Instinct purchase; but if for whatever reason you need to exchange an item for something else you are welcome to do so provided it’s within a 7-day period of receiving your order.
We’re also happy to exchange an item provided that the original product/s in question are returned in the same condition they were received in e.g. unworn with swing tags on.
When the package arrives back at our warehouse, the items are inspected before any exchange is authorised. This process generally takes 1-2 working days to complete. If the exchange is approved, you will receive an email confirming that your replacement product/s are on their way.
Several types of goods are exempt from being exchanged. We do not accept exchanges for certain sale items (where specified), gift cards and books.
The product/s must have been purchased on the Instinct South Africa online store.
Product exchanges are for online orders placed within South Africa only. We regrettably do not offer product exchanges on any orders that have been shipped internationally.
We reserve the right to accept or reject the exchange of any product/s that do not meet the requirements mentioned above or which we believe are not acceptable for an exchange. In the event of this happening then we’ll let you know why and will arrange to have the product/s sent back to you.
If for whatever reason we can’t fulfil your order or a particular item in your order, we will refund you immediately and notify you of the reason.
Exchange Process:
- Contact our customer service team via the Contact page on our website.
- You must provide your order number, personal contact information and specify the product/s you wish to exchange.
- 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 wanting to exchange.
- Please ensure you specify the size, colour or product style you wish to exchange your original product for.
- 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, but we’ll happily cover the return fee of the product/s you are exchanging.
- We also recommend that you request a proof of delivery so that we aren’t held responsible if your package doesn’t arrive.
Exchange address: Instinct Head Office, 63 Acutt Avenue, Rosehill, Durban