Refund policy
At Noi Collective, we are committed to delivering garments of exceptional quality, craftsmanship, and design. Each garment is carefully developed and manufactured to meet our premium standards before reaching our customers.
To maintain this standard, every item undergoes a strict multi-stage quality control process prior to release.
Our quality control process includes three independent inspections:
• Manufacturer Quality Check – ensuring construction, materials, and finishing meet production standards
• Retailer Quality Check – verifying presentation, sizing accuracy, and garment integrity
• Final Local Inspection – a final review before garments are released to customers
Only garments that successfully pass all three stages of inspection are approved for sale.
This process ensures that every Noi Collective piece reflects the level of quality and attention to detail that defines the brand.
1. OUR POLICY & SOUTH AFRICAN CONSUMER LAW
This policy is structured in accordance with the Consumer Protection Act 68 of 2008, which provides consumers with an implied warranty of quality for a period of six months after purchase.
Under this law, consumers are entitled to receive goods that are:
• Of good quality
• In good working order and free of defects
• Suitable for their intended purpose
• Durable for a reasonable period of time
If goods are found to be defective, unsafe, or not of acceptable quality, the consumer has the legal right to return the item within 3 months of delivery.
We reserve the right to review and assess the item before proceeding with one of the following remedies:
- Repair
- Replacement
- Refund
These statutory rights apply regardless of a retailer’s individual returns policy.
2. EXCHANGES FOR SIZE OR CHANGE OF MIND
Returns due to size, fit, styling preference, or change of mind are not considered defects under the CPA and are therefore handled at the discretion of Noi Collective.
For these cases, we offer exchanges or store credit only.
Size exchanges are subject to stock availability. If the requested size is unavailable, store credit will be issued.
To qualify for an exchange or store credit:
• Requests must be submitted within 7 calendar days of confirmed delivery
• The garment must be unworn, unwashed, and unused
• All original tags must remain attached
• The garment must be returned in its original packaging and condition
• Proof of purchase must be provided
Items must be received by Noi Collective within 14 days of delivery.
Once your return is received, please allow 3–5 business days for inspection and outcome confirmation.
Approved exchanges may be issued as:
• A size exchange, subject to stock availability
• Store credit equal to the purchase value
Store credit is valid for 12 months from the date of issue.
Original delivery charges are non-refundable, except where required by law.
3. DEFECTIVE OR FAULTY PRODUCTS (CPA WARRANTY)
Under Sections 55 and 56 of the Consumer Protection Act, customers may return goods within six months of delivery if the product is:
• Defective
• Unsafe
• Not of good quality
• Not suitable for its intended purpose
If a genuine manufacturing defect is confirmed, the customer may request:
• A repair
• A replacement
• A full refund
Where an item is confirmed defective, Noi Collective will cover the cost of return shipping
4. WHAT IS NOT CONSIDERED A MANUFACTURING DEFECT
The following circumstances do not qualify as manufacturing defects and therefore are not eligible for CPA-based returns.
Improper Washing or Care
Damage caused by failure to follow the garment’s wash care instructions, including:
• Shrinking
• Fabric distortion
• Colour damage or fading
• Heat damage from tumble drying or ironing
Customers are responsible for following the care instructions provided on the garment label.
Improper Handling or Misuse
Damage caused by incorrect use or handling of the garment, including:
• Forcing garments on incorrectly
• Tearing seams through excessive force
• Physical damage caused while dressing or removing garments improperly
• Snagging, stretching, or tearing caused during wear
Normal Wear and Tear
Gradual deterioration resulting from normal wear over time is not considered a manufacturing defect.
5. HYGIENE & GARMENT CARE POLICY
For hygiene and quality assurance reasons, certain garments may not be eligible for exchange or return once worn or tried on without protective coverings.
Items returned with makeup stains, deodorant marks, fragrance, body odour, pet hair, or other signs of wear may be declined.
Noi Collective reserves the right to refuse returns where garments are not returned in a hygienic condition suitable for resale.
6. ITEMS NOT ELIGIBLE FOR EXCHANGE
The following items cannot be exchanged or returned unless confirmed defective:
• Worn garments
• Washed garments
• Items returned without original tags
• Sale or promotional items
• Items damaged after delivery
• Garments altered after purchase
For size exchanges or change-of-mind returns, customers are responsible for return shipping costs.
7. RETURN SHIPPING
For size exchanges or change-of-mind returns:
• Return shipping is the responsibility of the customer
For confirmed defective items under the CPA:
• Noi Collective will cover the cost of return shipping
We recommend using a trackable courier service when returning items.
8. INSPECTION PROCESS
All returned garments undergo a formal inspection process upon arrival.
Noi Collective reserves the right to decline returns if the item:
• Shows signs of wear
• Has been washed or altered
• Has been damaged through misuse
• Does not meet the stated return conditions
Items that fail inspection may be returned to the customer at their expense.
9. FRAUD & ABUSE OF RETURNS
Noi Collective monitors return activity to ensure the integrity of our returns process.
We reserve the right to decline returns, exchanges, or store credit where there is reasonable evidence of:
• Abuse of the returns policy
• Excessive or repeated returns behaviour
• Attempted return of worn, altered, or damaged merchandise
• Fraudulent claims relating to product defects
Where such behaviour is identified, Noi Collective may limit or refuse future returns at our discretion.
10. HOW TO REQUEST AN EXCHANGE OR RETURN
To initiate a return request, please contact:
Email: info@noicollective.com
Please include:
• Order number
• Proof of purchase
• Description of the issue
• Clear photos of the garment
Our team will review your request and provide instructions for the return process if the request is approved.
11. LEGAL NOTICE
This policy operates in addition to the rights granted to consumers under the Consumer Protection Act 68 of 2008 and does not limit or replace any statutory consumer rights under South African law.
