Refund policy

At Scytale Studio, we want you to feel confident when shopping with us. We take pride in offering premium fashion and aim to provide a smooth and enjoyable shopping experience. If for any reason you are not completely satisfied with your purchase, this Refund & Returns Policy explains the conditions and process for requesting a return, exchange, or refund.

Please read this policy carefully before making a purchase.

1. Returns

We accept return requests for eligible items within 15 days of the date you receive your order.

To be eligible for a return, items must:

Be unused, unworn, and unwashed.
Be in their original condition.
Have all original tags, labels, and packaging attached or included.
Be free from stains, marks, odours, damage, or signs of wear.
Be returned with any accessories or additional items originally supplied with the product.

We reserve the right to inspect all returned items before approving a refund or exchange.

Items that do not meet our return requirements may be refused and returned to the customer.

2. Non-Returnable Items

Unless required by applicable law, the following items may not be eligible for return or exchange:

Items that have been worn, washed, altered, or damaged after delivery.
Items without their original tags or packaging.
Personalised or customised products.
Sale, clearance, or promotional items marked as final sale.
Gift cards.
Items specifically identified as non-returnable at the time of purchase.

3. How to Request a Return

To request a return, please contact our customer support team before sending your item back.

Please provide the following information:

Your full name.
Your order number.
The email address used to place the order.
The item or items you wish to return.
The reason for your return.
Clear photographs of the item if it is damaged, defective, or incorrect.

Please do not send any items back without first receiving return instructions from Scytale Studio.

4. Refunds

Once we receive your returned item, it will be inspected to confirm that it meets the requirements of our Refund & Returns Policy.

If your return is approved, your refund will be processed using the original payment method, where possible.

Please note that the time it takes for a refund to appear in your account may depend on your bank, payment provider, or payment method.

Original delivery or shipping charges may not be refundable unless the item received was incorrect, defective, or otherwise required to be refunded under applicable law.

5. Exchanges

If you would like to exchange an item for a different size, colour, or product, please contact us to confirm availability.

Exchanges are subject to stock availability and approval of the returned item.

If your preferred replacement item is unavailable, we may offer an alternative solution, including a refund or store credit where appropriate.

6. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible after receiving your delivery.

Please include:

Your order number.
A description of the issue.
Clear photographs or videos showing the problem.
Photographs of the packaging where relevant.

Once we have reviewed your claim, we will assess the most appropriate solution.

7. Return Shipping Costs

Unless the return is due to an error by Scytale Studio, an incorrect item, or a verified defect, customers may be responsible for the cost of returning an item.

We recommend using a reliable and trackable shipping service when returning products.

Scytale Studio cannot accept responsibility for returned items that are lost, damaged, or delayed during transit before they reach us.

8. Cancellation of Orders

If you wish to cancel an order, please contact us as soon as possible.

We will make every reasonable effort to cancel your order before it has been processed or dispatched. However, once an order has been shipped, it may no longer be possible to cancel it. In this case, you may need to follow the standard return process after receiving your order.

9. Refused or Undeliverable Deliveries

If an order is refused, not collected, or returned to us because the delivery information provided was incorrect or incomplete, any refund may be subject to applicable shipping, handling, return, or administrative costs where permitted by law.

Customers are responsible for ensuring that all delivery and contact information provided during checkout is accurate.

10. Sale and Promotional Items

Sale or promotional items may have different return conditions.

Where an item is marked as Final Sale, it may not be eligible for return or exchange unless required by applicable law.

If a sale item is eligible for a refund, the refund will generally be based on the amount actually paid for the item and not its original price.

11. Your Consumer Rights

Nothing in this Refund & Returns Policy is intended to exclude, limit, or override any rights or remedies that you may have under applicable consumer protection laws.

Where the law provides you with rights that differ from the terms of this policy, your legal rights will apply.

12. Changes to This Policy

Scytale Studio may update or amend this Refund & Returns Policy from time to time.

Any changes will be published on our website, and the updated policy will apply from the date shown at the top of this page.

13. Contact Us

If you have any questions about returns, exchanges, cancellations, or refunds, please contact us:

Scytale Studio
Email: support@scytalestudio.co.za
Website: scytalestudio.co.za

We will do our best to assist you and ensure that your experience with Scytale Studio is handled fairly and efficiently.

Thank you for shopping with Scytale Studio.