Last updated: 20^th January 2025

At Sugoii X Apparel, we are committed to providing quality products and customer satisfaction. If you are not entirely satisfied with your purchase, we are here to help. Please read our refund policy below for details on returns, refunds, and exchanges.

NOTE: Sugoii X Apparel will not be held responsible for inaccurate item choices, colour selections or sizes. While every effort is made to represent colour accurately, size proportions, artist designs, etc; every item is custom-made and different and we cannot guarantee the image you see matches the characteristics of actual item received exactly.

We work with various suppliers and manufacturers for our items, as such, your refund or return may also have to comply with their own policies should it be necessary in order to successfully obtain a refund, return, or exchange.

1. Returns

You have 14 days (inclusive) from the date of delivery or collection of your item to request a return. To be eligible for a return, the item must be:

ü  Unused, unworn, and in the same condition that you received it.

ü  In its original packaging, with all tags and labels attached.

ü  Accompanied by a receipt or proof of purchase as well as photographic or video evidence

Should the item or the customer not comply with the above & below minimum requirements set within the Refund Policy, we reserve our rights to refuse and decline any exchange or refund on items, in addition, delays may occur due to failure to adhere to necessary requirements for processing.

Note that this policy applies to items produced via Sugoii X Apparel only, should any items be fulfilled by Third Party providers, this is excluded from our policy and the customer would need to claim via the Third Parties own policies.

Certain items are non-returnable, including:

ü  Sale items, samples, rejects or reconditioned items, used items or gift cards.

ü  Personal hygiene products, such as cosmetics, underwear, and swimwear.

ü  Perishable goods (e.g., food items) and digital products.

Note that this Policy contributes to the greater Terms & Conditions from Sugoii X Apparel, and so words defined in the Terms & Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

2. Return Process

To initiate a return, please contact us at info@sugoiixapparel.com with your order details. Our customer service team will provide instructions on how to proceed.

Please note:

You will be responsible for paying for your own shipping costs for returning your item unless the return is due to an error on our part (e.g., you received an incorrect or defective item).

We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Guidelines for customers who are returning their items:

1.     Items should be packaged securely and safely for transit and protection if fragile;

2.     Items must clearly entail a return reference number with necessary customer details as required on the outside of parcel;

3.     Any return to be whole with all parts and accessories, including any add-ons sold with the item;

4.     All tags, labels and certifications of license authentication must be included and returned;

Should received items be incorrect orders, the following procedures will occur:

ü  If the fault lies with Sugoii X Apparel for accidental delivery of the incorrect order, we require a 24 (twenty-four) hour notification via email or telephonic communication of delivery. Collection arrangements will be made at no cost to you.

ü  If the order received or collected is missing any items, you will need to proceed with the above processes set out in this Policy to report as such with necessary proofs.

ü  After inspection and confirmation of the return has been made, we will make necessary arrangements to deliver the correct order to you as soon as possible (if the correct items are available or in-stock).

Should received items be damaged during transit, the following procedures will occur:

ü  If an order received has been damaged at the time of delivery or collection, we require a 24 (twenty-four) hour notification via email or telephonic communication of delivery or collection received. You will need to proceed with the above processes set out in this Policy to report as such with necessary proofs.

ü  After inspection and confirmation of the return has been made, we will make necessary arrangements to either replace or repair the order as soon as possible (if the correct items are available or in-stock for replacement, and/or if any repair is possible).

3. Refunds

Once we receive and inspect your returned item, we will notify you of the status of your refund. If your return is approved, we will initiate a refund to your original method of payment within 30 (thirty) days.

Please note that:

Shipping costs are non-refundable. If you receive a refund, the original cost of shipping will be deducted from your refund.

Alternatively, you are able to pay your own shipping and delivery should you want to be responsible for your own delivery and collection once refund is approved.

Processing times may vary depending on your payment provider and financial institution.

4. Exchanges

We only replace items if they are defective or damaged as per above. If you need to exchange an item for the same product, please contact us at info@sugoiixapparel.com within 7 (seven) days of receiving your order. Depending on availability, exchanges are subject to stock on hand.

5. Exceptions

Under the Consumer Protection Act (CPA), certain circumstances allow for specific refund rights:

Cooling-off period: You have the right to cancel any electronic transaction within seven days of receiving the goods if you decide you no longer want the product.

Defective goods: If a product is found to be defective within six months of purchase, you are entitled to a refund, repair, or replacement at no extra charge.

6. Contact Us

If you have any questions about our Refund Policy or need assistance with a return, please contact us:

Email: info@sugoiixapparel.com
Phone: 061 155 3770

Address: Waverley Business Park,1 Wyecroft Road, Observatory, Cape Town, Western Cape, 7935