If you’re not happy with something from the 5101 Shop or our online shop, you can return most items for a refund. This policy does not limit your rights under South African law (see “Faulty or wrong items” below).
How long you have
- 14 days from the day you receive your order.
- 21 days for items bought between 14 December and 17 January (the summer holidays).
The law gives you at least 7 days to cancel an online order without giving a reason. Our 14 days is longer. [NEEDS CONTENT: lawyer to confirm the cooling-off wording for online orders]
What we can take back
Items must be:
- unused and unworn
- in the same condition as when you received them
- in the original packaging, with all tags attached
How to return an item
- Email info@dlalanje.org with your name, your order number and the item you want to return. [NEEDS CONTENT: confirm whether shop-counter purchases need an email first]
- Bring the item to the 5101 Shop at Ponte City, 1 Lily Avenue, Berea, Johannesburg 2198, with your proof of purchase. We check it there and process your refund.
- Or send it by post. We email you the return address. You pay for postage, and we suggest a service you can track.
Your refund
When your return arrives, we check it. If it meets the conditions above, we process your refund within 3 business days, back to the payment method you used. Your bank may take a few more days to show it. [NEEDS CONTENT: confirm refund method for cash and card sales at the shop]
Faulty or wrong items
If an item is faulty, unsafe, damaged when it arrives or not what we described, tell us as soon as you can. Under the Consumer Protection Act you can return it within 6 months of delivery for a repair, a replacement or a refund. We pay the cost of returning a faulty item, and the conditions about tags and packaging above do not apply to it. [NEEDS CONTENT: lawyer to confirm this wording and who pays return shipping]
Items we cannot take back
- items that are worn or damaged by you
- items without their original tags
- gift cards
- downloadable products
Tours and events
Tour and event tickets follow our cancellation and refund rules for tours. We handle your details as our privacy policy describes.
See all our terms and policies in one place.
[NEEDS CONTENT: legal sign-off]