We understand, that the whole point of a conscious purchase is that you treasure it and that it aligns with your self expression and values. Should this not be the case for you, we will be happy to offer you a store credit or a refund based on the policies below. We take great pride in representing talented designers, brands and small businesses; our policies also safeguard their interest and ensure we support them.
Cancellation terms
We recognise that you may have a change of heart and allow for partial or full cancellation of orders, provided that your order is yet to be processed by us.
In case of the above, please write to us on info@defyne.co, within 12 hours of placing your order requesting a full or partial cancellation along with your reason for the same. Please also include a proof of purchase. If approved, you will be automatically refunded via your original payment method. Please bear in mind, it can take some time for your bank or credit card company to process and post the refund. Also note, in case of Cash on Delivery method of payments we will only be able to offer store credit against the said cancellation which will be valid for one month from the date of issue. We reserve the right and final say in deciding whether an order has been processed and if the cancellation request can be accepted or otherwise; safeguarding the interest of our brands, designers and small businesses in the process. Finally, please note, we will not be able to accept cancellation of orders post-processing or if the request for cancellation comes in after the 12 hour window has elapsed.
Damages/Concerns
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we may evaluate the issue and make it right for you. Please, include the relevant photographs and proof of purchase and email it to us on within 24 hours of receiving the said product on info@defyne.co
Returns
As previously mentioned, we stand by our conscious designers and small businesses and our policies reflect and support this intention. Therefore, the terms for return and refund policies at large lie at the sole discretion of the said brand, designer or small business. We highlight the delivery days and return and refund policies on each of our products individually so as to ensure you have all the information you need in order to make a well informed decision at the time of your purchase. We are also available on info@defyne.co for any questions that you may have or any additional help that may be required by you.
You have 10 days after receiving your purchase to request a return. Returns can be requested on grounds of damages, manufacturing defects, incorrectly shipped items or size exchanges only. We are all for slow and handcrafted production and as part of this practice, the merchandise may have slight irregularities or imperfections in colour or make. However, these irregularities are a result of them being made by hand, adding a certain “je nais se quois” and making them one-of-a-kind. Please note, we do not consider these handcrafted irregularities as damages and we truly hope neither do you.
To be eligible for a return, please ensure the returns meet the following conditions. These conditions ensure no losses are suffered by either the conscious brands and small businesses or the artisans that work alongside them.
- Returns need to please be unused, unaltered, unwashed and undamaged.
- Returns need to please have all of their original tags attached and intact along with their original packaging.
- Where extras such as belts, authenticity cards, dust bags, and leather tags are provided, please ensure these are also included with the returns.
- Please, ensure all shoes are tried on carpeted surfaces only and do not show any signs of wear including the sole.
- Please, ensure all swimwear and lingerie have their protective adhesive strip unsoiled and intact.
Keeping the above points in mind, should you like to initiate a return, please write to us at info@defyne.co. Please note, we will only be able to accept merchandise that is sent back after a request has been initiated and consequently approved by us. Once approved, kindly, ship your return/exchange to the shipping address communicated to you via email. This tends to vary based on the product. Please note, the shipping cost of the same will be taken care by you. We highly recommend you obtain proof of postage when dispatching the return to us. Also, if the return needs to be initiated because of a slip or error from our side, we will contact you to arrange a pick up of the same. Finally, please note, regrettably, we will not be able to accept returns, once the 10 day time period has elapsed.
Exceptions / non-returnable items
Please note, certain purchases cannot be returned, like custom made pieces, special orders or personalised pieces that are made especially for you. However, please go over the product pages, as most of our designers do allow for minor alterations for your convenience. Also, personal care goods such as beauty products, perfumes cannot be returned once their seal or outer packaging has been broken. Our Vintage and thrift finds, each have been lovingly hand picked and are one of a kind and also cannot be returned. Unfortunately, we will also be unable to accept returns on markdowns or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the merchandise you have, and once the return is accepted, to go ahead and make a separate purchase for the new merchandise
Refunds
We will notify you once we have received and inspected the return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method subject to the conditions mentioned above. Refunds are processed one week after receiving the returned goods. Also, please remember it can take some time for your bank or credit card company to process and post the refund. Unless the original mode of payment was Cash on Delivery in which case a credit note will issued, the validity of which, will remain one month from its date of issue.
