Refund policy

JIYANA — RETURNS & REFUNDS POLICY
Effective Date: 16 August 2026

At Jiyana, every garment is inspected before being dispatched to ensure that it
meets our quality standards.

We understand that occasionally a product may not be the right size or may not meet
your expectations. This policy explains when returns and exchanges are accepted,
the condition products must be returned in, and who is responsible for return costs.
This policy applies subject to all rights available to consumers under applicable
South African law.

1. Return Request Period
Return or exchange requests must be submitted within 14 days of delivery unless a
longer period applies under applicable law.
Requests submitted outside this period may not be accepted unless the return
relates to a matter for which the customer has a statutory right.
Customers must contact Jiyana and receive a return authorisation before sending
any product back.
Do not send products back without receiving return instructions from Jiyana.

2. Return Conditions
Unless the return relates to a defective product or another legally protected return,
products must:
* Be unworn.
* Be unwashed.
* Be unused.
* Be free from stains, odours, makeup, perfume, deodorant or other marks.
* Have all original tags and labels attached.
* Not have been altered, repaired or modified.
* Be returned in suitable original or protective packaging.
* Include all accessories or components supplied with the product.
Products that do not meet these requirements may be rejected and returned to the
customer.

3. Size Exchanges
If you have ordered the incorrect size, Jiyana may offer an exchange for another
available size of the same product.
Size exchanges are subject to availability.

The customer is responsible for:
* The cost of returning the original product to Jiyana; and
* The cost of shipping the replacement product to the customer.
A size exchange will only be processed once the returned product has been received
and inspected.
If the requested replacement size is unavailable, Jiyana may offer an alternative
solution at its discretion.

4. Defective or Faulty Products
Jiyana takes product quality seriously.
If you believe that a product has a manufacturing defect or other quality issue,
please contact us as soon as reasonably possible after discovering the issue.
Please provide:
* Your order number.
* A description of the issue.
* Clear photographs or video showing the issue.
* Any other information reasonably requested by Jiyana to assess the claim.
Jiyana may request that the product be returned for physical inspection.
All returned products are subject to inspection to determine whether the reported
issue constitutes a manufacturing defect or otherwise qualifies for a return or remedy
under applicable law.
Where a product is confirmed to be defective and the applicable law requires Jiyana
to provide a remedy, Jiyana will provide the applicable remedy in accordance with
that law.
Where the return is confirmed to relate to a Jiyana manufacturing defect, Jiyana will
be responsible for the reasonable cost of returning the product.

5. Incorrect Product Received
If Jiyana sends you an incorrect product, please contact us as soon as possible.
After verification, Jiyana will arrange an appropriate remedy, which may include
providing the correct product or another remedy required by applicable law.
Where the incorrect product was supplied due to an error by Jiyana, Jiyana will be
responsible for the reasonable return and replacement costs.

6. Products Damaged After Delivery
Jiyana is not responsible for damage caused after delivery through misuse, improper
care, accidents, alterations, washing contrary to care instructions, or normal wear
and tear.
Such damage does not constitute a manufacturing defect.
Products returned for inspection may therefore be rejected where the issue is
determined to have resulted from use, negligence, improper care, alteration or
ordinary wear and tear.
7. Quality Inspection
Every returned product may be inspected before a refund or exchange is approved.
Inspection may include assessment of:
* Overall garment condition.
* Fabric condition.
* Stitching.
* Seams.
* Zippers, buttons and hardware.
* Labels and tags.
* Signs of washing or use.
* Stains, odours or other contamination.
* Alterations or modifications.
* Signs of damage caused after delivery.
A return that does not satisfy the applicable return conditions may be rejected.
Where a return is rejected, Jiyana may return the product to the customer at the
customer’s expense.

8. Return Shipping Costs
Unless Jiyana is responsible for the issue or applicable law provides otherwise:
The customer is responsible for the cost of returning products to Jiyana.
Customers are encouraged to use a tracked delivery service. Jiyana is not
responsible for products lost or damaged while being returned by the customer until
the product has been received by Jiyana.
Where Jiyana is responsible for a confirmed defect or incorrect item, Jiyana will
arrange or reimburse the reasonable return cost as required by applicable law.

9. Refunds
Where a refund is approved, the refund will generally be made to the original
payment method used for the purchase, subject to the applicable payment provider
and applicable law.
Refunds will only be processed after the returned product has been received and the
applicable inspection has been completed.
The processing time for the refund may depend on the payment provider or financial
institution.

10. Sale and Promotional Items
Products purchased during a sale or promotional period may be subject to additional
return or exchange conditions clearly communicated at the time of purchase.
Nothing in this section limits any consumer rights that cannot lawfully be excluded or
restricted.

11. Items That Have Been Altered
Jiyana cannot accept voluntary returns for products that have been:
* Tailored.
* Altered.
* Repaired.
* Modified.
* Personalised.
This does not limit any rights that may apply where a product is defective or
otherwise subject to a mandatory consumer remedy under applicable law.

12. Return Approval Process
The return process is:
1. Submit a return request
Contact Jiyana within the applicable return period.

2. Provide information
Provide your order number, reason for return and any photographs or supporting
information requested.

3. Receive return instructions
Do not send the product back until Jiyana has provided return instructions.

4. Send the product 
Return the product using the instructions provided.

5. Inspection
Jiyana will inspect the product after receipt.

6. Outcome
If the return satisfies the applicable requirements, Jiyana will process the relevant
exchange, replacement or refund.
If the return does not satisfy the applicable requirements, Jiyana will notify the
customer and may return the product at the customer’s expense.

14. No Automatic Refunds
Submitting a return request does not automatically constitute approval of a refund or
exchange.
A return must be assessed according to the reason for the return, the condition of
the product and the rights and obligations applicable to the transaction.

15. Contact
For all return enquiries, please contact:
Jiyana
Email: xhantimkukwana@gmail.com
Website: 
Please include your order number in all return correspondence.
⸻
Important: This policy is intended to establish Jiyana’s commercial return procedures
and should be read together with applicable South African consumer-protection
legislation. Where applicable law provides a consumer with a right that differs from
this policy, the applicable law will prevail.