Refund policy

Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a change-of-mind return or size swap, your item must be in the same condition that you received it: unworn, unwashed, unused, with all original tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
How to Start a Return
To start a return, please visit our [Insert Link to your Bob Go Returns Portal here] or contact us at softcandy427@gmail.com.
Returns must be sent back to our central hub at the following address:
The OX, Ferndale, Randburg, 2194
We facilitate returns in two ways depending on the reason for the return:
  • For Sizing Swaps & Change-of-Mind: We will gladly facilitate a convenient courier collection directly from your door via The Courier Guy. Please note that a flat return shipping fee of R90  will be deducted from your final refund or store credit to cover the reverse courier costs. Alternatively, you are welcome to independently send the item back to us via a Pudo Locker to save on shipping costs.
  • For Damaged, Defective, or Incorrect Items: We will arrange The Courier Guy to collect the item directly from your address entirely at our expense. The courier driver will bring the printed shipping label/waybill with them upon collection.
Please note: Items sent back to us manually without first booking a return through our portal or via email confirmation will not be accepted.
Damages, Defects, and the South African Consumer Protection Act (CPA)
Please inspect your order as soon as you receive it. Contact us immediately at softcandy427@gmail.com if the item is defective, damaged, or if you received the wrong item so we can evaluate the issue and make it right.
In accordance with the South African Consumer Protection Act (CPA), if an item is found to be materially defective or damaged within 6 months of delivery, you are entitled to a repair, replacement, or a full refund. This warranty does not cover normal wear and tear, or damage caused by incorrect washing or product misuse.
Exceptions / Non-Returnable Items
Due to hygiene and public health regulations in South Africa, certain types of clothing items cannot be returned. These include:
  • Underwear, bodysuits, shapewear, and intimates.
  • Swimwear (if the protective hygiene seal has been removed or tampered with).
  • Pierced jewelry and earrings.
  • Custom products, altered items, or personalized goods.
Additionally, we cannot accept returns on Final Sale/Clearance items or gift cards unless the item is inherently defective under the CPA. Please get in touch if you have questions or concerns about your specific item before purchasing.
Exchanges
The fastest way to ensure you get what you want is to log your return through our system. Once the return is accepted and processed, you can make a separate purchase for the new item or size on our storefront.
Refunds
We will notify you once we have received and inspected your returned item to confirm if the refund is approved. If approved, you will be automatically refunded via your original payment method (e.g., PayFast, Peach Payments, Yoco) within 10 business days.
Please keep in mind that it can take additional time for South African banks or card issuers to process and clear the funds into your account. If more than 15 business days have passed since we approved your return and you haven't received it, please contact us at softcandy427@gmail.com.