Returns + Exchanges

Effective Date: 3 January 2026

Last Updated: 3 January 2026

Delivery Timeframes

We aim to deliver orders within the following estimated timeframes:

1–7 days for deliveries within the Southern Suburbs of Cape Town, South Africa.

14–21 days for deliveries outside the Southern Suburbs of Cape Town, South Africa.

Delivery timeframes are estimates and may vary depending on the delivery location, courier operations, order volumes, public holidays and circumstances outside of SOCKSHOP’s reasonable control.

Our Returns Policy

SOCKSHOP does not accept returns for change of mind.

This includes purchases where a customer:

Changes their mind after placing an order

No longer wants the product

Chooses the wrong colour

Chooses the wrong style

Chooses the wrong size

Decides that the product is not suitable for their personal preference

Finds that the product does not match their personal preference or expectations where the product is otherwise correctly described and free from a defect

SOCKSHOP does not offer exchanges for change of mind, preference, colour, style or size.

Socks and Hygiene

Socks are products intended to be worn directly against the body.

For hygiene and health reasons, SOCKSHOP does not accept the return of socks that have been worn, washed, used, altered, damaged after delivery, or removed from their original packaging where the packaging is intended to maintain the product’s hygiene.

Customers should inspect their socks and confirm that they have selected the correct size, colour and style before wearing or washing them.

A customer’s decision to wear, wash, alter or otherwise use a product constitutes use of the product and may affect the availability of any return or remedy, subject always to the customer’s rights under applicable South African law.

Other Products

The same change-of-mind policy applies to other Products sold by SOCKSHOP, including complementary products and Extras.

Where a Product is supplied correctly and is free from a defect, SOCKSHOP does not accept returns solely because the customer has changed their mind or the Product no longer suits their preference.

Any statutory rights that apply to a particular Product remain unaffected.

Quality Guarantee

SOCKSHOP stands behind the quality of the Products we sell.

If a Product does not meet reasonable quality standards because of a manufacturing defect or other qualifying quality issue, please contact us as soon as reasonably possible after discovering the issue.

For SOCKSHOP’s customer service quality guarantee, we ask customers to report qualifying quality issues within 30 days of purchase.

Where a qualifying quality issue is confirmed within this period, SOCKSHOP will provide an appropriate remedy in accordance with the circumstances and applicable law.

This may include replacing the affected Product or providing another appropriate remedy.

Statutory Consumer Rights

Nothing in this Returns, Refunds and Exchanges Policy limits or excludes any rights that a consumer has under applicable South African consumer-protection legislation.

Where a Product is defective, unsafe, fails to meet the standards required by applicable law, or otherwise qualifies for a statutory remedy, SOCKSHOP will deal with the matter in accordance with the applicable legal requirements.

In particular, the Consumer Protection Act 68 of 2008 provides an implied warranty of quality for goods and provides statutory remedies for qualifying defective, unsafe or failed goods. These statutory rights are separate from SOCKSHOP’s voluntary 30-day quality guarantee.

Nothing in this policy is intended to prevent a customer from exercising a right that cannot legally be excluded or limited.

What Is Not Covered as a Quality Defect

A Product will not ordinarily be considered defective merely because:

The customer has changed their mind

The customer selected the incorrect size

The customer selected the incorrect colour or style

The customer no longer wants the Product

The customer does not like the Product after purchase

The Product has been worn or used

The Product has been washed incorrectly

The Product has been damaged through misuse

The Product has been altered by the customer

The Product has been subjected to abnormal use

The Product has deteriorated through ordinary wear and tear

This does not affect any statutory rights that may apply where the circumstances otherwise establish a qualifying defect or failure under applicable law.

Assessment of Quality Claims

SOCKSHOP may request reasonable information to assess a quality claim.

This may include:

The order number

Proof of purchase

A description of the issue

Photographs or videos showing the issue

Photographs of the Product and its condition

Information about how the Product was used, where relevant

Where necessary, SOCKSHOP may require the Product to be returned for inspection.

A Product may be assessed before a replacement, refund or other remedy is approved, subject to applicable law.

Defective Products

Where a Product is confirmed to have a qualifying defect, SOCKSHOP will provide the remedy required by applicable law.

Depending on the circumstances and the applicable legal requirements, the remedy may include repair, replacement or refund.

Where the Consumer Protection Act applies and provides a consumer with a specific remedy, SOCKSHOP will comply with those requirements.

Refunds

Refunds will only be provided where a refund is required under applicable law or where SOCKSHOP has approved a refund as the appropriate remedy.

Where a refund is approved, it will generally be processed using the original payment method where reasonably possible.

The time taken for the funds to reflect in the customer’s account may depend on the relevant payment provider or financial institution.

Return Shipping

Where a return is required because of a qualifying defect or another legally recognised reason, SOCKSHOP will handle the return shipping arrangements in accordance with the applicable legal requirements.

Where a customer requests a return that is not required under this policy or applicable law, SOCKSHOP is not responsible for the associated return shipping costs.

Incorrect or Damaged Orders

If you receive a Product that is materially different from the Product you ordered, or if your order arrives damaged, please contact SOCKSHOP as soon as possible after delivery.

We may request photographs and other information to investigate the issue.

Where SOCKSHOP is responsible for an incorrect or damaged delivery, we will take the appropriate steps to resolve the issue in accordance with applicable law.

Online Purchases and Cooling-Off Rights

Certain consumer rights may apply specifically to electronic transactions.

Where a statutory cooling-off right applies to an online transaction, SOCKSHOP will comply with that right.

Any statutory exclusion or limitation applicable to the relevant transaction or Product will also apply.

This policy does not remove or limit any consumer right that cannot legally be excluded. The Electronic Communications and Transactions Act contains specific provisions governing cooling-off rights for qualifying electronic transactions and identifies circumstances in which that right does not apply.

How to Report a Quality Issue

To report a Product quality issue, please contact us with:

Order number

Proof of purchase

Description of the issue

Photographs or other supporting information where applicable

Email: shop1@digitis.co.za

Personal Information

Personal information provided to SOCKSHOP in connection with an order, return, quality claim, replacement or refund will be handled in accordance with our Privacy Policy and applicable South African privacy legislation.

Personal information may be used to:

Verify the relevant order

Verify the customer’s purchase

Assess the reported issue

Process an approved replacement or refund

Communicate with the customer regarding the request

Policy and Consumer Rights

This Returns, Refunds and Exchanges Policy forms part of SOCKSHOP’s website terms and conditions.

Nothing in this policy is intended to:

Exclude a consumer right that cannot legally be excluded

Limit a statutory remedy

Prevent a consumer from exercising a right provided by applicable South African law

Changes to This Policy

SOCKSHOP may update this Returns, Refunds and Exchanges Policy from time to time to reflect changes to our business, Products, processes or applicable law.

The Last Updated date indicates when this policy was most recently revised.

Contact Us

SOCKSHOP.CO.ZA

Email: shop1@digitis.co.za

South Africa