Refund policy
At SMV THREADS AND ACCESSORIES, we take immense pride in the quality and craftsmanship of our Afrocentric luxury pieces. Each item is carefully inspected before dispatch to ensure it meets our high standards. If you are not entirely satisfied with your purchase, we are here to assist.
This Refund & Returns Policy outlines the conditions under which returns, exchanges, and refunds are accepted and is designed to comply with the South African Consumer Protection Act (CPA), 68 of 2008. Nothing in this policy is intended to limit or replace any rights you may have under applicable consumer protection laws.
1. Error-Based Returns (SMV Responsibility)
If you receive an item that is faulty, damaged, or incorrect (e.g., wrong size, colour, or style), SMV THREADS AND ACCESSORIES will take full responsibility.
Resolution Options
- Replacement: Subject to availability
- Refund: Full refund if replacement is unavailable
- Store Credit: Optional alternative
Shipping Costs
- We cover all reasonable return shipping and replacement delivery costs
Required Evidence
- Clear photos of the item and packaging may be required
2. Discretionary Returns (Customer Responsibility)
For change-of-mind returns where the item matches your order:
Conditions
- Return Window: Within 7 days of delivery
- Shipping Costs: Paid by the customer
- Original Shipping Fees: Non-refundable
- Return Labels: If provided by SMV, cost will be deducted from refund
- Condition: Items must be unworn, unused, unwashed, in original packaging with tags
Refund Processing
Approved refunds will be issued to the original payment method within 7–10 business days after inspection.
3. Non-Returnable Items
Due to the bespoke and hygienic nature of certain products, the following items are not eligible for return unless faulty, damaged, or incorrect:
- Jamila’s Luxury Locs / Handwoven Braid Wigs
- Cannot be returned once worn, installed, or altered
- Crown Accessories & Luxury Headwear
- Includes bonnets, headwraps, turbans, and similar items
- Non-returnable once worn due to hygiene reasons
- Custom or Bespoke Orders
- Tailored or personalized items
- Final Sale Items
- Marked as “Final Sale” at purchase
Legal Compliance
These exclusions align with Section 20 of the CPA. Your rights under Section 56 (defective goods within 6 months) remain unaffected.
4. Exchanges
Exchanges are subject to availability and must be requested within 7 days.
Conditions
- Shipping: Customer pays for non-faulty exchanges
- Original Shipping: Non-refundable
- Custom Items: Not exchangeable unless faulty
- Condition: Must be unworn, unused, and in original packaging
If the requested item is unavailable:
- Store Credit (excluding shipping), or
- Refund to original payment method
5. How to Initiate a Return or Exchange
Contact SMV THREADS AND ACCESSORIES within 7 days of receiving your order.
Contact Details
- Email: hello@smv-boutique.com
- WhatsApp: +27 82 487 3322
- Hours: Monday – Friday, 9:00 AM – 5:00 PM (SAST)
Required Information
- Full name
- Order number
- Reason for return/exchange
- Photos (for damaged/incorrect items)
6. Inspection and Approval
All returned items will be inspected. We reserve the right to decline returns that do not meet policy conditions. Rejected items may be returned to the customer at their expense.
7. Late or Missing Refunds
If your refund has not arrived:
- Check your bank account
- Contact your bank or card provider
- Contact us if the issue continues
8. Consumer Protection Act (CPA) Compliance
This policy complies with the South African Consumer Protection Act (CPA), 68 of 2008. Your rights to repair, replacement, or refund for defective goods within 6 months remain protected.
9. Policy Updates
SMV THREADS AND ACCESSORIES may update this policy at any time. Changes will be posted with an updated “Last Updated” date. Continued use of our Services indicates acceptance of these changes.