Refund policy

Returns & Refund Policy

Last updated: 29 September 2026

At NewSwagEra (NSE), we want every customer to receive their order as described. Because many of our products are pre-owned or limited-stock items, please carefully review the product description, photos, measurements, condition and sizing information before placing your order.

This Returns & Refund Policy explains when returns, exchanges and refunds may be accepted.

1. Change-of-Mind Returns

We do not accept returns or provide refunds simply because you have changed your mind, selected the wrong size, ordered the wrong item, or no longer want the product, except where applicable law gives you a cancellation or return right.

For pre-owned items, customers are responsible for reviewing all available product information before purchasing.

2. Incorrect, Damaged or Defective Items

If you receive an item that:

Is materially different from the item shown or described on our website;
Is the wrong item;
Arrives damaged;
Has a defect that was not disclosed in the product listing; or
Does not meet applicable consumer protection requirements,

please contact us as soon as reasonably possible after receiving your order.

Please include:

Your order number;
Your name;
Photos or videos showing the issue;
A description of the problem; and
Any other information we reasonably require to assess the issue.

We may request that the item be returned to us for inspection.

Where a return is accepted because the item is defective, incorrect or otherwise qualifies for a remedy under applicable law, NewSwagEra will provide the appropriate remedy required by law, which may include a repair, replacement or refund.

Under the South African Consumer Protection Act, qualifying defective or non-compliant goods may be returned within six months of delivery, subject to the requirements and exceptions of the Act.

3. Pre-Owned Items

Some products sold by NewSwagEra are pre-owned.

Pre-owned items may naturally show signs of previous use, including minor wear, creasing, fading, marks or other imperfections.

Any material imperfections that we are aware of will be disclosed in the product description and/or photographs where reasonably possible.

By purchasing a pre-owned item, you acknowledge that the item may not have the same condition as a brand-new product.

However, this does not exclude any rights you may have under applicable consumer protection law.

4. Items That Are Not Eligible for a Return

A return will generally not be accepted where:

You simply changed your mind;
You ordered the wrong size;
You ordered the wrong item;
You no longer want the item;
The condition of a pre-owned item is consistent with the condition disclosed in its listing;
The item has been damaged after delivery through misuse, negligence or improper care; or
The item has been altered, washed, worn or otherwise changed after delivery, except where applicable law provides otherwise.

This section does not limit any consumer rights that cannot legally be excluded.

5. Return Process

Before sending any item back, please contact NewSwagEra.

Do not send an item back without first receiving return instructions from us.

Once your return request has been received, we will review the information provided and advise you whether the return can proceed.

If a return is approved, we will provide the applicable return instructions.

6. Return Shipping

Where an item is returned because it is incorrect, defective or otherwise qualifies for a return under applicable law, NewSwagEra will handle return shipping in accordance with the applicable legal requirements.

For returns that are not required by law and are voluntarily accepted by NewSwagEra, the customer may be responsible for the applicable return shipping costs.

7. Refunds

If a refund is approved, the refund will generally be made using the original payment method where reasonably possible.

The amount refunded will depend on the circumstances and the applicable legal requirements.

Original shipping charges may be treated separately depending on the reason for the return and applicable law.

Once a refund has been approved, please allow the relevant payment provider or financial institution's processing time for the funds to reflect in your account.

8. Exchanges

Exchanges are not guaranteed and depend on product availability.

Because many NewSwagEra products are limited-stock or one-of-one items, an identical replacement may not be available.

Where an exchange is not possible, the appropriate remedy will be determined in accordance with applicable law and the circumstances of the transaction.

9. Online Purchase Cancellation Rights

Certain online transactions may be subject to cancellation or cooling-off rights under South African law.

Where such rights apply, NewSwagEra will honour them in accordance with the applicable legislation.

Nothing in this policy is intended to remove or restrict a consumer right that cannot legally be excluded.

10. Order Issues

If your order arrives with an issue, please contact us before attempting to return the item.

We recommend keeping:

Your order confirmation;
Packaging;
Delivery information; and
Photographs/videos of the package and item.

This information may help us investigate and resolve the issue more efficiently.

11. Fraudulent or Abusive Returns

NewSwagEra reserves the right to investigate suspected fraudulent, abusive or dishonest return activity.

This does not affect any lawful consumer rights.

12. Policy Changes

NewSwagEra may update this Returns & Refund Policy from time to time.

The version published on our website at the time of your purchase will generally apply to that transaction, subject to any mandatory requirements of applicable law.