Refund and Returns Policy
Our Refund Policy is valid for all products bought on our online platform, in our shop in Kommetjie or at a market. We accept returns up to 14 days after delivery.
Damaged/Defective goods
Our products are all handmade & quality checked several times during the production process. However, being a handmade item, on a rare occasion there might be a defective or damaged item, where a stitch or worked in ends have come loose and opened up, the sizing is incorrect, or we sent you the wrong product (to name a few). In this case the mistake is on our side, and you are eligible for a refund, either in form of an exact same replacement item or a refund of the same amount you paid for the item.
If a product is defective or damaged upon delivery, Pure Touch must be informed within two days of receiving it. An email can be sent to info@pure-touch.co.za stipulating the problem experienced and your order number or date of purchase. Pure Touch reserves the right to request photographic evidence of the defective or damaged goods. If it is clear that it was the wrong product or a faulty or damaged item by us, we will arrange for collection of the product (this is only valid for inside South Africa). You will then also inform us whether you would like to exchange the product or be refunded onto your bank account. A product can only be exchanged for the exact same product.
Other Reasons for Returns
If you are not completely satisfied with a product you have received, please get in touch with us within seven days of receipt at info@pure-touch.co.za with your order number or proof of purchase and reason for not being satisfied. Your request will be evaluated accordingly. If your request is reasonable, you are welcome to return the item to us, at your own expense within 14 days after purchase was made. The item must be unused, unwashed and undamaged, with tags attached, just as you received it, suitable for re-sale. We will examine the item when it is delivered to determine whether it qualifies for an exchange or refund. We are unable to accept returns of used, laundered or customer damaged goods.
Refunds
We will notify you once we’ve received and inspected your return and let you
know if the refund was approved or not. If approved, you’ll be automatically
refunded within 10 business days on the exact same bank account that you used for your original payment of the product or with an exchange of the same product within 14 days, depending on your communicated preference. We do not do cash refunds.
If more than 15 business days have passed since we’ve approved your return,
please contact us on info@pure-touch.co.za so we can follow up.
No returns on Sales Items
Only regular priced items may be returned. Unfortunately, sale items cannot be refunded.
Cancellations
A cancellation can be requested at info@pure-touch.co.za anytime before the courier has collected the parcel. Note that personalised and custom goods cannot be cancelled once production has started.
Take note
Pure Touch and its Creators cannot be held responsible for spelling errors or incorrect variations (such as size, colour) selected during the buying process.
Considering that most of the products are handmade and unique, there may be slight variations in our products such as colour and tension of the item etc.
For these situations we do not offer refunds.
For any questions you might still have concerning our refund policy, you can contact us at info@pure-touch.co.za