Returns & Exchanges

Here is the updated Returns & Exchanges policy, completely customized for Protea Cape Town with your correct support email.

RETURNS & EXCHANGES

Not completely satisfied with your order or received a defective item? No worries — at Protea Cape Town, we’re here to help.

You can request a return or exchange within 30 days of receiving your order. To get started, please contact our customer support team: 📧 info@proteacapetown.com

Eligibility for Returns

To be eligible for a return:

  • Items must be unused, unworn, and in their original condition.

  • All original packaging, tags, and accessories must be included.

  • The return request must be made within 30 days of delivery.

Note: We reserve the right to refuse returns that do not meet these conditions.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Swimwear

  • Jewelry

  • Undergarments or intimate items

  • Items marked as Final Sale

Returns in 4 Simple Steps

  • Step 1: Email our support team (info@proteacapetown.com) to request a return. We will provide a return form and instructions. Please review all return conditions carefully before sending your item.

  • Step 2: Complete the return form with all required information.

  • Step 3: Pack and ship your item:

    • Ship the item to the address provided (Hong Kong / China warehouse).

    • Ensure the item is unused and in its original condition, including packaging.

    • Include the completed return form inside the package.

    • Use a shipping method with tracking.

    • Important: Return shipping costs and arrangements are the responsibility of the customer unless the item is defective or incorrect. We are not responsible for lost return packages without tracking.

  • Step 4: Once your return is received and inspected, approved returns will be refunded to the original payment method within up to 7 business days. Shipping fees (if any) are non-refundable.

Damaged, Incorrect, or Defective Items

If you receive a damaged, defective, or incorrect item:

  • Contact us within 48 hours of delivery.

  • Include clear photos of the issue.

If approved, Protea Cape Town will cover return shipping or offer a replacement or refund.

Changes & Cancellations

Orders are processed quickly to ensure fast delivery:

  • Changes or cancellations are only possible within 24 hours of placing your order.

  • After this time, orders cannot be modified or canceled.

Refused or Undeliverable Packages

If a package is refused or cannot be delivered after multiple attempts and no redelivery is arranged:

  • The package may be abandoned by the courier.

  • No refund will be issued.

Return Shipping Responsibility

  • Returns due to personal preference: The customer is responsible for shipping costs.

  • Defective or incorrect items: Protea Cape Town will cover return shipping.

Delayed Deliveries

If your order arrives later than the estimated delivery time, you will receive an additional 7 days to request a return. If your order is delayed, please contact our support team — we’re happy to assist.

Additional Protection Clauses

  • We reserve the right to limit or refuse returns from customers with an excessive return history.

  • Items returned used, worn, damaged, or incomplete may be rejected or partially refunded.

  • Refunds may be denied if the return does not meet our policy.

  • We are not responsible for delays caused by customs, carriers, or external factors beyond our control.