Returns Policy

Our Commitment

We really want you to be 100% stoked with your Instinct purchase. If for any reason you are not completely satisfied, we are here to help. Please read our returns policy carefully to understand your options.

Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • The return 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.
  • Returns are only accepted for online orders placed within South Africa. We regrettably do not offer returns on any orders shipped internationally.

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

We reserve the right to accept or reject the return of any product/s that do not meet the requirements above or which we believe are not in an acceptable condition for return.

Reasons for Return

Fault or Error on Our Part If you have received a defective, damaged, or incorrect item, we sincerely apologise. Please contact us within 48 hours of receiving your order with your order number and photographs of the issue. We will arrange a return and full refund at no cost to you. Instinct will cover all return shipping costs in these cases.

Change of Mind / Incorrect Selection If you have changed your mind, selected the wrong colour, size, or style, you are still welcome to return the item provided all eligibility conditions above are met. However, the full cost of return shipping is the customer’s responsibility. Original shipping costs are non-refundable.

Return Shipping Costs

  • Instinct covers return shipping for defective, damaged, or incorrectly dispatched items.
  • The customer covers return shipping for change of mind, incorrect colour, size, or style selected, or any other reason not resulting from an error on our part.

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

Refunds

Once your return is received at our warehouse, items will be inspected before any refund is authorised. This process generally takes 1-2 working days. If approved, you will receive an email confirming your refund is on its way.

The refund will be made to your original payment method or by EFT and can take 1-5 working days to process, with an additional 2-3 working days to reflect in your account depending on your bank.

Please note:

  • Original delivery fees are non-refundable unless the return is due to a fault or error on our part.
  • Partial refunds may be issued where items are returned in a condition that does not fully meet our requirements.

Returns Process

  1. Contact our customer service team via the Contact page on our website.
  2. Provide your order number, personal contact information, the product/s you wish to return, and the reason for your return.
  3. We will confirm whether return shipping costs will be covered by Instinct or by the customer.
  4. We will send you a returns form which you’ll need to print out and include in the package along with the product/s you are returning.
  5. Send the package to our returns address below using a courier of your choice. If return shipping is your responsibility, you are required to cover the full cost.
  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 return will be inspected and you will be notified of the outcome within 1-2 working days.

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