1. Our approach to returns
Because Onism Thrifting sells pre-loved clothing, every item is individually inspected and described before being listed.
Product photographs, condition information, sizes and measurements are provided to help you make an informed purchasing decision.
This policy does not limit or exclude any rights you may have under applicable South African consumer law.
2. Cooling-off rights
For qualifying electronic transactions, South Africa's Electronic Communications and Transactions Act provides a consumer with a statutory cooling-off right that generally allows cancellation without reason or penalty within seven days after receipt of the goods.
Where that statutory right applies, the consumer may be responsible for the direct cost of returning the goods.
Any refund due under a statutory cancellation right will be processed in accordance with applicable law.
3. Defective or materially different items
If an item is defective, unsafe, materially damaged, or otherwise does not meet the requirements applicable under consumer law, please contact us as soon as reasonably possible after receiving your order.
We may request photographs or other information to help us understand the issue.
Where a return, repair, replacement or refund is required by law, we will provide the applicable remedy in accordance with the law.
South Africa's Consumer Protection Act provides an implied warranty of quality and, in qualifying circumstances, allows consumers to return defective goods within six months of delivery for the remedies provided by the Act.
4. Pre-loved condition
Pre-loved clothing may naturally show signs of previous wear such as minor fading, softness, small marks or other characteristics associated with age and prior use.
These characteristics are not necessarily defects where they have been reasonably disclosed in the listing and the item is otherwise consistent with its description.
Any material flaw that we identify will be disclosed in the product description or photographs where reasonably practicable.
5. Incorrect item
If you receive an item that is materially different from the item you ordered, please contact us before sending anything back.
We will assess the issue and provide the appropriate next steps.
6. How to request a return
Contact us using the details on our Contact page and provide:
- Your name
- Order number
- Item concerned
- Reason for the return
- Relevant photographs, where applicable
Please do not send an item back without receiving return instructions from us.
7. Refunds
Where a refund is approved or required, the refund will generally be processed through the applicable payment method or payment provider used for the transaction.
Processing times may depend on the payment provider and financial institution involved.
8. Contact
For return or refund enquiries, contact: