Refund policy

HerFlex Returns & Refunds Policy

Last Updated: 19 August 2026

At HerFlex, we want you to be confident in every purchase. We take care to ensure that our products are supplied in good condition and accurately represented on our website.

Please read this Returns & Refunds Policy carefully before making a purchase.

By purchasing from HerFlex, you agree to the terms below, subject at all times to your rights under applicable South African consumer law.

1. Return Requests

If you wish to request a return, you must contact HerFlex within 48 hours of your order being delivered.

Return requests submitted after the 48-hour period may be declined, except where a longer return, cancellation, warranty or refund period is required by applicable South African law.

Submitting a return request does not automatically mean that the return or refund has been approved.

HerFlex reserves the right to review each return request before authorising the return.

2. Conditions for Returns

To qualify for a return under our standard return policy, the item must:

  • Be unworn, except where reasonably necessary to inspect the product;

  • Be unwashed;

  • Be unused;

  • Be in its original condition;

  • Have all original tags attached;

  • Be returned with its original packaging where reasonably possible;

  • Be free from stains, marks, make-up, deodorant, perfume, body odour, pet hair or other signs of wear;

  • Not have been altered, damaged or modified after delivery; and

  • Be accompanied by valid proof of purchase.

HerFlex reserves the right to refuse a voluntary return where the item does not satisfy these conditions, subject to applicable consumer law.

For hygiene reasons, products showing evidence that they have been worn for exercise, washed or otherwise used beyond what is reasonably necessary to inspect the product may not be accepted as voluntary returns.

3. How to Request a Return

To request a return, please contact HerFlex through the contact details provided on our website within the applicable return period.

Please include:

  • Your full name;

  • Your order number;

  • The item you wish to return;

  • The reason for your return; and

  • Photographs or video where the item is damaged, defective or incorrect.

If your request is approved, we will provide you with instructions on how and where to return the item.

Items sent back to HerFlex without first requesting and receiving return instructions may not be accepted.

4. Refunds Are Processed After We Receive the Product

HerFlex does not issue a refund before the returned product has been received by us, except where otherwise required by applicable law.

Once your returned item reaches us, it will be inspected to confirm its condition and eligibility.

If the return is approved following inspection, your refund will be processed.

If the returned item does not meet the requirements of this policy and HerFlex is not legally required to accept the return, the refund may be declined.

5. Refund Method

Approved refunds will ordinarily be issued to the original payment method used to place the order.

We cannot guarantee the time taken by your bank, card provider or payment processor to reflect the refunded amount after HerFlex has processed the refund.

HerFlex is not responsible for delays caused solely by the customer's financial institution or payment provider.

6. Damaged, Defective or Faulty Products

Please inspect your order as soon as possible after delivery.

If your product arrives damaged, defective or faulty, we encourage you to notify HerFlex within 48 hours of delivery and provide photographs or video showing the problem so that we can resolve the matter as quickly as possible.

The 48-hour notification request does not remove or reduce any rights you may have in respect of defective, unsafe or poor-quality goods under applicable South African consumer law.

Where required by law, HerFlex will provide the applicable remedy, which may include repair, replacement or refund.

Damage caused by misuse, incorrect washing, improper care, accidents, alterations, excessive wear and tear or use contrary to the product's intended purpose will not be treated as an original product defect.

7. Incorrect Items

If HerFlex sends you:

  • The incorrect product;

  • The incorrect colour;

  • The incorrect size compared with the size ordered; or

  • An item that you did not order,

please contact us as soon as possible, preferably within 48 hours of delivery.

Where HerFlex has made an error, we will arrange an appropriate remedy and HerFlex will be responsible for reasonable return costs where required.

8. Size and Fit

Customers are responsible for selecting their preferred size before completing an order.

We strongly recommend reviewing the HerFlex sizing information available on our website before purchasing.

A product not fitting as expected does not automatically mean that the product is defective.

Where HerFlex voluntarily accepts a size-related return, the product must comply with the return-condition requirements contained in this policy.

Any statutory rights that apply to the transaction remain unaffected.

9. Change-of-Mind Returns

For returns based purely on a change of mind, preference, colour choice, size selection or another reason unrelated to a product defect or HerFlex error, customers should contact HerFlex within 48 hours of delivery.

HerFlex may decline voluntary change-of-mind returns requested outside this period.

Returned products must comply with the conditions set out in this policy.

Where the customer is responsible for returning an eligible change-of-mind purchase, the customer may also be responsible for the applicable return delivery costs, subject to applicable law.

10. Return Shipping

Where a return is due to:

  • An incorrect item supplied by HerFlex;

  • A verified manufacturing defect;

  • Damage occurring before delivery; or

  • Another circumstance for which HerFlex is legally responsible,

HerFlex will cover reasonable return costs where required by law.

For voluntary returns, including certain change-of-mind or size-related returns, return courier costs may be for the customer's account.

Customers should not send products to HerFlex using cash-on-delivery services unless this has been specifically authorised by HerFlex.

11. Returned Products That Have Been Used or Damaged

HerFlex may refuse a voluntary return or reduce the amount refundable where legally permitted if the returned item:

  • Has been worn beyond what was reasonably necessary to inspect it;

  • Has been washed;

  • Has been damaged by the customer;

  • Contains stains or marks;

  • Has a strong perfume, deodorant, smoke or body odour;

  • Has missing tags or components;

  • Has been altered;

  • Is not the product originally supplied by HerFlex; or

  • Is otherwise no longer in a condition reasonably suitable for resale.

This section does not allow HerFlex to refuse a return where applicable law requires the product to be accepted.

12. Products Damaged Through Improper Care

Customers must follow any washing, care and usage instructions supplied with HerFlex products.

HerFlex will not be responsible for damage resulting from:

  • Washing contrary to care instructions;

  • Tumble drying where prohibited;

  • Bleaching;

  • Improper detergents or chemicals;

  • Excessive heat;

  • Incorrect storage;

  • Deliberate damage;

  • Product alterations; or

  • Misuse of the product.

Normal wear and tear resulting from ordinary use is not considered a manufacturing defect.

13. Order Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact HerFlex as soon as possible.

We will attempt to cancel the order before fulfilment.

However, once an order has entered the fulfilment or courier process, we may be unable to stop the shipment and the applicable return procedure may need to be followed instead.

14. Courier Delivery and Proof of Delivery

The return period ordinarily begins when the order has been delivered to the customer or an authorised person at the delivery address, subject to applicable law.

Customers are responsible for providing accurate delivery details when ordering.

Where a courier's delivery records indicate that the parcel has been successfully delivered, HerFlex may use those records when determining the delivery date.

If you believe an order has incorrectly been recorded as delivered, please contact HerFlex as soon as possible so that the matter can be investigated with the courier.

15. Refunds for Shipping Charges

Original delivery charges are generally not refundable for voluntary returns unless otherwise required by law.

Where the return results from an error by HerFlex, a defective product or another circumstance in which applicable law requires HerFlex to bear the relevant costs, those costs will be handled accordingly.

16. Refund Abuse and Fraudulent Returns

HerFlex reserves the right to investigate returns where there is reasonable evidence of:

  • Return fraud;

  • A product being substituted for another item;

  • False claims regarding product condition;

  • Intentional product damage;

  • Manipulation of delivery information;

  • Repeated abuse of the returns process; or

  • Any other fraudulent activity.

HerFlex may reject fraudulent claims and take any other lawful action available to protect the business.

This provision does not prevent a customer from exercising legitimate consumer rights.

17. Statutory Consumer Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or waive any right that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008, Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law.

Where there is a conflict between this policy and a mandatory provision of applicable consumer law, the mandatory legal provision will apply.

Accordingly, the 48-hour return-request period contained in this policy applies to HerFlex's standard voluntary return process and does not override any longer statutory cooling-off, defective-product, warranty or other consumer right that may apply to a particular transaction.

18. Contact Us

For questions regarding a return, refund, defective item or incorrect order, please contact HerFlex using the contact information provided on our website.

Please include your order number whenever contacting us about an existing purchase.

HerFlex reserves the right to update this Returns & Refunds Policy from time to time. Any changes will apply from the date the revised policy is published on our website and will not unlawfully reduce rights that already arose from an earlier transaction.