Last Updated:18/11/2025

Your satisfaction is our priority. This policy outlines your rights and the procedures should you be unhappy with your purchase.

The time specified below is calculated based on the arrival of the goods, and the period of transportation of the goods is not included in the calculation.

1. Refund Policy (15 Days)

We offer refunds within 15 days from the date you receive your item.

  • Conditions for Eligibility: To be eligible for a refund, the item must be in its original condition: unused, unworn, and unwashed, with all original tags, packaging (e.g., shoe boxes, product outer boxes), and accessories included.
  • Process:ย Once we receive the returned item and verify its condition, we will initiate your refund via the original payment method. Please allowย  5-10 business daysย for the refund to be processed and reflect in your account, depending on your bank or payment provider.
  • Shipping Costs: The original shipping cost is non-refundable. For returns not due to a fault on our side, the return shipping cost will be the customer’s responsibility.

2. Exchange Policy (30 Days)

If you need to exchange an item for a different size, colour, or the same product, you may do so within 30 days from the date you receive your item.

  • Conditions for Eligibility: The item must meet all the conditions stated in our Refund Policy (new, unused, original packaging).
  • Process: Please first contact our customer service team to check stock availability for your desired variant. We will then guide you through the exchange process.
  • Shipping Costs: The customer is responsible for the cost of returning the original item to us. We will cover the cost of shipping the new exchange item to you.

3. Warranty Policy

We stand behind the quality of our products. The specific warranty duration varies by product and is clearly detailed on the respective product page.

  • The warranty covers manufacturing faults resulting from defects in materials or workmanship.
  • The warranty does not cover damage caused by accidents, misuse, negligence, normal wear and tear, or unauthorized modifications.
  • To initiate a warranty claim, please contact our support team via email.

4. Non-Returnable Items

To ensure the health and safety of all our customers, the following types of items cannot be returned or exchanged:

  • Personal & Hygiene Goods: Such as underwear, swimwear, socks, and pierced jewellery.
  • Personalised/Customised Items: Products that have been customised with names, initials, or special designs.
  • Perishable Goods & Digital Products: Such as food, gift cards, and digital downloads (software, e-books).
  • Sale & Clearance Items: Goods marked as “Sale” on the product page.
  • Hazardous Materials: Such as chemicals, flammable liquids, or gases.

5. How to Initiate a Return or Exchange

Step 1: Contact Us First
Please do not send any items back before contacting us. Reach out to us via:

  • Email: returns@infinitystore.co.za
  • Contact us using the form below
Email

Please have your order number and Product status pictures ready.

Step 2: Obtain Return Authorisation & Address
Our team will review your request and provide you with:

  • A Returns Authorisation (RA) Number.
  • Our returns address:
    • Theta Business Park
    • 4 Amethyst Rd, Theta, Johannesburg South, 2091

Please note: Returns received without a valid RA number will not be accepted, and we cannot be held responsible for them.

Step 3: Ship Your Parcel
Please pack the item securely. We strongly recommend using a trackable shipping service and retaining your proof of postage. We will notify you and proceed once we receive and inspect your return.

Need Help?
If you have any questions about this policy, please don’t hesitate to contact us. We’re here to help!

Warmly,
The Infinity Team