Return, Refund and Exchange Policy

Effective date: 9 September 2026
Last updated: 9 September 2026

1. About This Policy

This Return, Refund and Exchange Policy applies to products purchased from:

Leo Sneaker Shop (Pty) Ltd
Trading as: Leo Sneaker shop
Registration number: 2026/435100/07
Website: https://www.leosneakerstore.co.za
Email: sales@leosneakerstore.co.za
Telephone/WhatsApp: +27 61 696 6508
Address: 74 Beach Road, Gordon’s Bay, Cape Town, Western Cape, 7151, South Africa

This policy explains the applicable return window, product-condition requirements, return method, courier charges, exchanges and refund-processing periods.

Nothing in this policy is intended to exclude or limit any rights available to consumers under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or other applicable South African law.

2. Our 14-Day Return Period

Customers may request a return or exchange within 14 calendar days after the recorded delivery date.

For example, if The Courier Guy records an order as delivered on 1 October, the return request must be submitted no later than 15 October.

Submitting a request does not automatically approve the return. The product must meet the eligibility requirements in this policy and will be inspected after it is returned.

Returns requested after the 14-day period may be declined unless the product is defective, unsafe, incorrectly supplied or otherwise protected by applicable consumer law.

3. Eligible Ordinary Returns

An ordinary return includes:

  • Ordering the incorrect size
  • Selecting the incorrect colour
  • Changing your mind
  • No longer wanting the product
  • Preferring a different eligible product

To qualify for an ordinary return or exchange, the product must:

  • Be unworn and unused
  • Be clean and in resalable condition
  • Have no marks, dirt, stains, odours, creasing or signs of wear
  • Include all original tags and labels
  • Be returned in its original product box or packaging
  • Include all supplied accessories and promotional items
  • Not have been altered, washed, damaged or personalised
  • Be packaged securely for courier collection

For footwear, the original shoe box forms part of the product and must not be damaged, taped, written on or used as the external courier packaging.

Customers should try footwear on a clean, soft indoor surface to avoid marking the soles or creasing the upper material.

4. Non-Returnable Products

For hygiene and safety reasons, we do not accept ordinary change-of-mind returns of:

  • Underwear
  • Socks
  • Earrings
  • Personalised or customised products
  • Products altered at the customer’s request

These restrictions do not remove any statutory rights that may apply where a product is defective, unsafe, damaged or incorrectly supplied.

5. How to Request a Return

To request a return or exchange, contact us within 14 calendar days after delivery:

Email: sales@leosneakerstore.co.za
Telephone/WhatsApp: +27 61 696 6508

Please provide:

  • Your full name
  • Order number
  • Product being returned
  • Reason for the return
  • Whether you want a refund or exchange
  • Collection address
  • Relevant photographs if the product is damaged, defective or incorrect

Customers must wait for return authorisation and collection instructions before handing a parcel to a courier.

Sending a product without authorisation may delay processing and does not guarantee that the return will be accepted.

6. Return Method

Approved returns are collected from the customer by The Courier Guy.

We do not accept:

  • Customer drop-offs
  • Returns delivered to our business address
  • Unauthorised counter-to-counter returns
  • Parcels sent using a courier selected independently by the customer without prior written approval

The customer must ensure that the product is securely packaged and available at the confirmed address on the arranged collection date.

An unsuccessful collection caused by an incorrect address, customer unavailability or an unpackaged parcel may require a new collection and an additional courier charge.

7. Return Courier Charge

7.1 Incorrect size or change-of-mind returns

For an ordinary return caused by an incorrect size selection, incorrect customer choice, change of mind or personal preference, the customer is responsible for a fixed R130 return courier charge.

For a refund, the R130 return courier charge will be deducted from the approved refund amount.

For an exchange, the R130 return courier charge must be paid before collection or dispatch of the replacement product.

There is no additional restocking fee for an eligible product returned in accordance with this policy.

7.2 Incorrect, damaged or defective products

Leo Sneaker Store will cover the reasonable return courier cost where:

  • We supplied the incorrect product
  • We supplied the incorrect size or colour compared with the confirmed order
  • The product was damaged before delivery
  • The product has a verified manufacturing defect
  • The law requires the return to be at our risk and expense

The customer must notify us as soon as reasonably possible and provide photographs or other reasonable information to help us assess and arrange the return.

The customer will not be charged the R130 ordinary return fee where Leo Sneaker Store is responsible for the error or where applicable law requires us to cover the return.

8. Exchanges

Eligible products may be exchanged for another available size or product.

Exchanges are subject to:

  • Return approval
  • Successful inspection
  • Availability of replacement stock
  • Payment of any applicable price difference
  • The R130 return courier charge for ordinary customer-requested exchanges

If the replacement product costs more, the customer must pay the difference before dispatch.

If the replacement product costs less, the difference will be refunded after the returned product passes inspection.

If the requested replacement is unavailable, the customer may select another available product or request a refund.

A replacement product will only be dispatched after the original product has been received, inspected and approved, unless Leo Sneaker Store agrees otherwise in writing.

Where an exchange is required because Leo Sneaker Store supplied an incorrect, damaged or verified defective product, we will cover the reasonable collection and replacement-delivery costs.

9. Inspection of Returned Products

All returned products are inspected before a refund or exchange is approved.

We will assess whether:

  • The correct product was returned
  • The product is unworn and unused
  • All tags, labels, accessories and packaging are included
  • The product box or packaging has been damaged
  • The product shows signs of wear, washing, alteration or misuse
  • A reported defect is present
  • The return meets this policy and applicable law

Inspection does not unfairly remove or reduce statutory consumer rights.

10. Returns That Fail Inspection

An ordinary return may be declined if the product:

  • Has been worn or used
  • Is dirty, marked, stained or damaged
  • Has odours, sole wear or excessive creasing
  • Has been washed or altered
  • Is missing original tags, accessories or packaging
  • Has a damaged product box
  • Is a non-returnable hygiene or personalised product
  • Is not the product originally supplied
  • Was damaged after delivery through misuse, neglect or improper care

If an ordinary return fails inspection, we will contact the customer and explain the reason.

The customer may be responsible for the cost of returning the declined product to them. No refund will be issued for an ordinary return that legitimately fails the eligibility requirements, subject to applicable consumer law.

11. Damaged, Incorrect or Defective Products

Customers should inspect products promptly after delivery.

If a product arrives damaged or the order is incorrect, contact us as soon as reasonably possible and provide:

  • Order number
  • Description of the issue
  • Clear photographs of the product
  • Photographs of the packaging and courier label, where relevant

For verified damaged, incorrect or defective products, the available remedy will be provided in accordance with applicable South African consumer law. Depending on the circumstances, this may include:

  • Repair, where appropriate
  • Replacement
  • Exchange
  • Refund

Customers are not required to accept store credit instead of a legally available refund.

Damage caused by misuse, ordinary wear and tear, incorrect care, unauthorised alteration, accidental damage or failure to follow reasonable product-care instructions is not considered a manufacturing defect.

12. Refunds

After the returned product has been received and inspected, we will notify the customer whether the refund has been approved or declined.

An approved refund will be initiated within 5 business days after the product passes inspection.

Refunds are ordinarily issued to the original payment method where technically and legally possible.

Depending on the payment method:

  • AddPay payments: Refunds may be returned through the original payment channel.
  • EFT payments: We may request verified South African bank-account details.
  • Cash on Delivery payments: We may request verified bank-account details for an EFT refund.

For ordinary customer-requested returns, the R130 return courier charge will be deducted from the refund.

Once Leo Sneaker Store has processed the refund, additional time may be required for the payment provider or bank to reflect the funds. Bank processing time is outside our direct control.

Refund confirmation does not mean that the funds will immediately appear in the customer’s account.

13. Original Delivery Charges

Any original delivery fee paid by the customer is not ordinarily refunded for an incorrect-size, personal-preference or change-of-mind return, except where applicable law requires otherwise.

Where Leo Sneaker Store supplied an incorrect, damaged or verified defective product, any refundable delivery charges will be handled in accordance with applicable consumer law.

14. Sale and Promotional Products

Sale and promotional products may be returned or exchanged under the same eligibility requirements and 14-day return period unless a lawful, clearly disclosed product-specific exception applies.

A discounted price alone does not make a product defective or prevent an otherwise eligible return.

Refunds are based on the amount actually paid by the customer, not the product’s original or later selling price.

15. Cancelling an Order Before Dispatch

A customer may request cancellation before an order is dispatched.

Cancellation requests are not guaranteed if payment processing, packing or courier handover has already started.

If an order has already been dispatched, it will be handled as a return after delivery. The applicable return conditions and courier charges may apply.

If we approve a pre-dispatch cancellation, the refund will be initiated within 5 business days of approval. Payment-provider or bank processing times may apply afterward.

16. Refused and Unsuccessful Deliveries

Refusing delivery does not automatically cancel an order or guarantee a full refund.

If an order is returned because:

  • The customer refused delivery without a verified product problem
  • The delivery address was incorrect or incomplete
  • The customer was repeatedly unavailable
  • The customer failed to respond to the courier

Reasonable courier costs may be deducted from any approved refund, subject to applicable law.

17. Return Abuse and Fraud

We reserve the right to investigate returns where there is reasonable evidence of:

  • A substituted product
  • False defect claims
  • Deliberate product damage
  • Wardrobing or use before return
  • Repeated abusive return activity
  • Fraudulent payment or refund activity

This provision will not be used to deny a customer’s legitimate statutory rights.

18. Consumer Rights

This policy operates alongside applicable South African consumer law.

Where a product is unsafe, defective, unsuitable for its intended purpose or does not reasonably meet the quality standards required by law, the customer may have rights that extend beyond our ordinary 14-day return period.

Any provision of this policy that conflicts with a mandatory consumer right will be interpreted and applied subject to that right.

19. Contact Details

For returns, exchanges, refunds or product concerns, contact:

Leo Sneaker Shop (Pty) Ltd
Registration number: 2026/435100/07
Trading as: Leo Sneaker Shop
Website: https://www.leosneakerstore.co.za
Email: sales@leosneakerstore.co.za
Telephone/WhatsApp: +27 61 696 6508
Address: 74 Beach Road, Gordon’s Bay, Cape Town, Western Cape, 7151, South Africa

Please note that customer returns and drop-offs are not accepted at the business address. Approved returns are collected through The Courier Guy.