Delivery and Returns

REGION

South Africa (All Regions)

METHOD OF DELIVERY

Nominated Courier

DELIVERY CHARGES

Free Delivery on all SA orders over R550

R50 Additional charge for orders under R550

DELIVERY TIMES*

Main Centres: 5-7 days after the order has left the warehouse

Regional Areas: 7-10 days after the order has left the warehouse.

Excluding Weekends & Public Holidays.

*Delivery times might change during SALE & Black Friday periods.

  • Delivery time might vary depending on how far the Regional area is from the main centre.The above timeline is only an estimate.
  • During sale periods delivery may take up to 8-10 working days for main centres.
  • Delivery is FREE for orders over R550.
  • R50 will be charged upon checkout if the total value of your order is below R550.
  • You will receive your Dispatch Confirmation Email once your Item/s has been dispatched from our warehouse
  • If your order was placed any time between Friday after 3pm & Sunday, the order will only be fulfilled & dispatch email will only be sent on Monday.
  • Your order may be delivered anytime between 08h00 and 17h00 and a signature (from you or a responsible third party) will be required as proof of delivery.
  • If you are not available at the time of delivery, and you have not agreed to allow a third party to accept delivery on your behalf, then you will be contacted by the courier service to arrange for a second delivery attempt.
  • We recommend that you nominate your usual daytime address (home, work or other) as your delivery address. If you do not have a regular daytime address and you are willing to allow a third party to accept delivery on your behalf, then you may nominate their usual daytime address for delivery of your Item/s. Please note that post office boxes will not be accepted.
  • Please note that in certain areas deemed as high risk by our couriers, you might be contacted to make alternative arrangements for delivery to ensure the safe handover of your purchase.
  • Please take note of the provisions in our Terms and Conditions, as accepted by you, relating to Delivery.
ONLINE RETURN

30 Days Return policy with proof of payment.

R50 Courier fee on all returns/refunds.

Returns need to be logged online.

A customer service agent will call you to arrange payment back into your account after product has been inspected.

RETURN & EXCHANGE IN-STORE

30 Days FREE exchange & return with proof of payment at any Refinery Store.

The refund will be made back to the same tender that the original sale was done with, except for the following tender/payment types, for which you will have to log an online return via our website:
Payflex
PayJustNow
HappyPay

REFINERY JUNIOR PRODUCTS: Any item purchased online or in-store from our Refinery Junior range can only be returned to a store that stock the Junior Range. Visit the store locator to find your store

You will not receive a printed invoice in your parcel. Please ensure you have registered your profile to access your order history. When visiting the store please print your invoice or show the store manager your phone with your order/invoice information. Without this information they will not be able to process the return

  • No refunds or exchanges on SALE goods without original proof of purchase.
  • If no proof of purchase can be provided, we will exchange your item(s) at the current system price.
  • If you purchased an “Online Exclusive" item, it can only be returned online & not in-store.
  • Please ensure you have access to your invoice online (on your profile) when returning your items to stores.
  • For hygienic reasons, no refunds or exchanges on bikini bottoms or full piece swimwear
  1. If you inspect the Item/s at the time of delivery by the courier, and are immediately unhappy with the Item/s for any reason other than the fault of Refinery you may hand the parcel back to the courier for return to us. In such a case you must hand all the original packaging back to the courier, and you will still need to complete the electronic returns process on the Site in order to be refunded.
  2. If you do not inspect the Item/s at the time of delivery but thereafter become unhappy with your purchase for any reason (other than the Item/s being faulty, damaged or defective), you may return the Item/s to us provided that:
    2.1. The Item/s is in its original condition and is returned in or with its original packaging;
    2.2. The Item/s has not been used or worn; and
    2.3. If the Item/s is/are underwear, swimwear or “specially marked items” then the Item/s must have remained in the original packaging (this protects the hygiene interests of all our customers as non-defective Items are returned to stock).
    3. If you wish to return an Item/s to us you will need to follow the electronic returns process available on the site, and in terms of that process, our courier service will be instructed to collect the Item/s from the address nominated by you. Alternatively a return or exchange can be done at any store provided it is within 30 days and you have proof of purchase
    4. If you return an Item/s to us and we are satisfied that the above has been complied with, we will gladly refund you the price of the Item/s less the cost incurred by us in delivering it to you [R50 flat rate in main city centres].

RETURNS

  1. We will take all steps reasonably necessary to ensure that ordered Items are delivered to you in faultless condition.
  2. In the event that you find fault with one or more of the Items upon receipt and wish to return the Item/s, you must:

2.1. retain the Item/s in the received condition; and

2.2. retain the original packaging and all documentation that was included on or within the packaging.

3. You are required to adhere to the manufacturer’s care instructions as attached to the Item/s, and failing such care instructions being attached, to handle and care for the Item/s at a level of care that would reasonably be expected in respect of the Item/s in question.

4. If you discover a fault with the Item/s and wish to return the Item/s, you must:
4.1. Keep the Item/s in the then current condition and not make further use of the Item/s; and
4.2. Identify, in writing, the specific nature of the apparent fault and the date on and manner in which you became aware of such fault.

5. You must, as soon as you become aware of the apparent fault, contact our Refinery Customer Care Centre in writing using the contact form to request that we accept the return of the Item/s you are not satisfied with, and your request must include:
5.1. The Order number and delivery note number in respect of the Item/s;
5.2. A detailed description of the apparent fault and how you became aware of it; and
5.3. Any other information that we may reasonably request you to provide.

6. You will be required to allow us the opportunity to inspect the Item/s, and the Site will contain instructions on the process of sending the Item to us for inspection. Our receipt of the returned Item/s for inspection will in no way constitute or be deemed to be acceptance of a return of the Item/s or confirmation of the apparent fault or of an obligation to refund you for the Item/s.

7. We will not accept the return of any Item/s should:
7.1. The Item/s have been damaged or altered due to:
7.1.1. Improper care;
7.1.2. Carelessness;
7.1.3. Non-standard or unusual use;
7.1.4. Failing to adhere to the care instructions attached to or sent with the Item/s;
7.1.5. Accidental misuse or failure to maintain;
7.1.6. Irregular conditions; or
7.1.7. Any other manner of use or handling which indicates a lack of reasonable care with the Item/s.

7.2. You have attempted to alter or repair the Item/s yourself or have allowed a third party to do so or attempt to do so;
7.3. The Item/s have deteriorated as a result of fair wear and tear which is reasonably expected in the normal and regular use of the Item/s; or
7.4. The apparent fault relates to a slight variation in appearance, which does not materially differentiate the Item/s from the representation on the Site.