Refund policy

Return and Refund Policy

This Return and Refund Policy applies to all products purchased on our online platform, in our shop in Kommetjie, or at markets. We accept returns up to 14 days after delivery. The item/s must be unused, unwashed, undamaged, with tags attached, and in resalable condition.

Damaged or Defective Goods

All Pure Touch products are handmade and quality checked several times during production. However, as handmade items, there may be rare occasions where a defective or damaged item reaches you—such as a loose stitch, worked-in ends that have opened up, incorrect sizing, or the wrong product sent.

If you receive a defective or damaged product, please notify Pure Touch within two days of delivery by emailing info@pure-touch.co.za with your order number or date of purchase and a description of the issue. We may request photographic evidence of the defect or damage.

If we confirm the error was on our side, we will arrange collection of the product (valid for South African addresses only) and offer you either an exact replacement or a full refund to your bank account.

Returns for Other Reasons

If you are not completely satisfied with your purchase, please contact us within seven days of receipt at info@pure-touch.co.za with your order number or proof of purchase and the reason for your dissatisfaction.

Your request will be evaluated, and if deemed reasonable, you may return the item at your own expense within 14 days of purchase. The item must be unused, unwashed, undamaged, with tags attached, and in resalable condition.

We will inspect returned items to determine eligibility for exchange or refund. We cannot accept returns of used, laundered, or customer-damaged goods.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved, you will receive either an automatic refund to the same bank account used for your original payment within 10 business days, or an exchange for the same product within 14 days, depending on your preference. We do not offer cash refunds.

If more than 15 business days have passed since we approved your return, please contact us at info@pure-touch.co.za so we can follow up.

Sale Items

Only regular-priced items may be returned. Sale items cannot be refunded or exchanged.

Cancellations

You may request a cancellation by emailing info@pure-touch.co.za anytime before the courier collects your parcel. Please note that personalised and custom goods cannot be cancelled once production has started.

Important Notes

Pure Touch and its creators cannot be held responsible for spelling errors or incorrect variations (such as size or colour) selected during the purchasing process.

As most products are handmade and unique, there may be slight variations in colour, tension, and other characteristics. These natural variations are part of the handmade nature of our products and do not qualify for refunds.

Contact Us

For any questions about our Return and Refund Policy, please contact us at info@pure-touch.co.za.