ONLINE RETURNS, REFUNDS AND VOUCHER POLICY
Applies only to purchases made on superdry.co.za
ONLINE POLICY AT A GLANCE. Where the statutory seven-day online cancellation right applies, a customer may cancel for a full monetary refund, less only the direct return cost where permitted by law. Outside a compulsory statutory right, any approved non-defective goodwill return is issued as an online return voucher code and not as a cash, EFT or card refund.
Scope and operator
This Online Returns, Refunds and Voucher Policy applies only to products purchased directly from superdry.co.za and supplied by Third Kultuur (Pty) Ltd, registration number 2026/268426/07, trading as Superdry South Africa. It does not apply to purchases made in a physical Superdry South Africa store, another country, through another Superdry licensee, on a marketplace or from an unauthorised seller.
An approved online return may not be handed to a physical store unless Superdry's written return instructions expressly permit it. Nothing in this policy excludes or restricts a statutory consumer right.
Seven-day online cancellation right
Where section 44 of the Electronic Communications and Transactions Act 25 of 2002 applies, a qualifying consumer may cancel an eligible online transaction without reason and without penalty by notifying Superdry within seven calendar days after receiving the goods. This is seven calendar days, not seven working days.
The only charge that may be imposed is the direct cost of returning the goods, to the extent permitted by law. If payment has already been made, the customer is entitled to a full refund within 30 days after cancellation. The refund will be processed through the original payment method or payment provider, or another lawful method where necessary.
VOUCHER CHOICE MUST BE VOLUNTARY. Superdry may offer an online return voucher code, but a customer who is legally entitled to a monetary refund does not have to accept a voucher instead. Any voucher choice must be clear, informed and recorded.
Other statutory online return rights
The seven-day right is not the only possible legal return right. Where the Consumer Protection Act 68 of 2008 applies, a customer may also be entitled to reject and return goods within 10 business days after delivery where the customer had no opportunity to examine them before delivery and they are not of the type or quality reasonably contemplated, do not match the agreed description or sample, or do not suit a particular purpose that was communicated to and accepted by the supplier. Qualifying goods are returned at Superdry's risk and expense, subject to the Act.
Rights may also arise where Superdry delivers the wrong quantity, a mixture of goods, goods at an unagreed place or time, or where an agreement resulted from direct marketing and the applicable statutory cooling-off requirements are met. Any further compulsory right available under applicable law remains unaffected by this policy.
After the seven-day period
After the seven-day cancellation period, Superdry does not accept a non-defective online product merely because the customer changed their mind, unless Superdry advertised a longer return period or approves a return as a discretionary goodwill exception.
Where Superdry approves a non-defective goodwill return outside a compulsory statutory right, the return value is issued as an online return voucher code only. No cash, EFT, card reversal or other monetary refund is provided. This does not limit rights relating to defective, unsafe, damaged, incorrectly supplied or otherwise legally returnable goods.
How to request an online cancellation or return
Submit the request through the returns process on superdry.co.za or email service@superdry.co.za within the applicable return period.
Provide the order number, contact details, products being returned and the reason for the return. A reason is not required to exercise a qualifying statutory seven-day cancellation, but it may help Superdry process the request.
For damage, incorrect supply or a suspected defect, include available photographs or supporting information where reasonably possible.
If the order has not yet been dispatched, contact Customer Service immediately. Superdry will try to stop dispatch, but this cannot be guaranteed once fulfilment has started.
Wait for approval and return instructions before sending or handing over the parcel. This operational step does not cancel a valid statutory notice already given on time.
Return only the products included in the approved request and combine approved items in one secure parcel unless Superdry instructs otherwise. Unidentified, substituted or additional items may be rejected.
Condition of an online return
For a non-defective goodwill return, and for any statutory return only to the extent permitted by law, the product must be:
the correct Superdry South Africa product supplied under the identified order;
unworn, unused, unwashed, unaltered and free from marks, odours, damage, make-up, pet hair or other contamination;
returned with all original swing tags, security tags, labels, hygiene seals and accessories attached or included;
returned with its original packaging where reasonably possible, including an undamaged branded footwear box; and
securely packaged so that the product and its packaging are not damaged in transit.
A customer may inspect the product only to the extent reasonably necessary to determine its nature, characteristics and fit. Use or handling beyond what is reasonably necessary may result in rejection of a discretionary return or a lawful deduction where applicable. Missing packaging does not by itself remove a genuine statutory right relating to defective, unsafe, damaged or incorrectly supplied goods.
Products excluded from non-defective online returns
Where permitted by law, the following are excluded from non-defective change-of-mind and discretionary goodwill returns:
underwear bottoms, briefs and similar intimate garments;
socks;
swimwear if the hygiene strip, seal or protective packaging has been removed, opened or damaged;
pierced jewellery or earrings;
opened, unsealed, tested or used fragrance, cosmetics or personal-care products;
products personalised, embroidered, altered or made to the customer's specifications;
products which by their nature cannot lawfully or reasonably be returned; and
any product clearly identified before purchase as subject to a lawful return exclusion.
These exclusions apply to a statutory cooling-off or return right only where the law permits the exclusion. They do not remove statutory rights where a product is genuinely defective, unsafe, damaged, incorrectly supplied or otherwise returnable under mandatory law.
Online return voucher codes
An online return voucher code may be issued where Superdry approves a discretionary or goodwill return, or where a customer freely chooses a voucher instead of a monetary refund to which they are legally entitled.
The voucher value is based on the amount actually paid for the approved returned product after discounts and promotions.
The voucher is valid for three years from its issue date, or for any longer period stated on the voucher.
The voucher may be used only on superdry.co.za unless its written terms expressly allow in-store use.
The voucher is not redeemable for cash and no cash change is provided.
The voucher cannot be used to buy another voucher, gift card or credit instrument.
The customer must safeguard the code. A lost, stolen or compromised code will be replaced only if Superdry can verify the original issue, customer identity, unused value and lawful entitlement.
An online return voucher is not an in-store gift card. Superdry does not currently sell or issue in-store gift cards.
Incorrect, damaged, missing or defective goods
The customer should notify Customer Service as soon as reasonably possible. If Superdry supplied the wrong product, an item is missing or a product arrived damaged, Superdry will arrange the appropriate collection, correction, replacement or refund at its cost, as applicable.
If goods fail the statutory quality standards within six months after delivery, the customer may direct Superdry to repair or replace the failed, unsafe or defective goods, or refund the price paid, subject to the Consumer Protection Act. The return is at Superdry's risk and expense. Superdry may conduct a reasonable assessment, but this will not be used to unreasonably delay a valid remedy, and a confirmed statutory refund cannot be converted into a compulsory voucher-only remedy.
If repaired goods are not remedied, or a further failure, defect or unsafe feature is discovered within three months after the repair, the customer is entitled to a replacement or refund as provided by law.
What is not ordinarily a defect
Subject to the facts of each claim, the following are not ordinarily treated as defects where they are consistent with the product's age, normal use and the care information supplied:
normal wear and tear;
accidental damage, misuse, abuse or negligence;
damage caused by incorrect washing, drying, ironing, storage or failure to follow care instructions;
unauthorised alterations, repairs or modifications;
reasonable colour fading, pilling, abrasion or shrinkage arising from normal use and care; and
a change in preference, fit or style where the product is otherwise as described and fit for its ordinary purpose.
This list cannot be used to exclude a product failure that legally qualifies as a defect.
Return costs and rejected parcels
For a qualifying seven-day online cancellation, the customer is responsible only for the direct cost of returning the goods where permitted by law. Superdry bears the reasonable return cost where it supplied the wrong product, the product was damaged before delivery, or the product is confirmed to be defective or unsafe. Other qualifying statutory returns are handled at the risk and expense required by the applicable law.
A courier may refuse an inadequately or dangerously packaged parcel. Superdry may reject a voluntary return that falls outside the period, fails the condition requirements, or contains an unidentified, substituted, counterfeit or non-Superdry South Africa product. The customer may be responsible for reasonable re-delivery or collection costs where permitted by law.
Refund processing and payment providers
Where a monetary refund is legally due, it is processed to the original payment method or through the original payment provider, or by another lawful method where necessary. Superdry does not pay an online card, Payflex, Mobicred, RCS, Apple Pay, Peach Payments or other provider-funded purchase out in physical cash. The customer must continue meeting payment obligations until the provider confirms the adjustment.
A monetary refund is based on the amount actually paid for the returned product. A discount or promotional code has no cash value and is not converted to cash. Bank and payment-provider processing times may affect when the amount becomes visible after Superdry has processed it.
Online exchanges, promotions, packs and free gifts
Direct online exchanges are not guaranteed. For stock and payment control, the customer may be required to return the product and place a new order. Superdry may offer a size or colour replacement where stock and systems allow, but no stock is reserved until the process is complete. If a replacement costs more, the customer must pay the difference.
If a return causes a promotion, multi-buy, bundle or threshold condition to fail, Superdry may recalculate the transaction using the published promotion terms. Packs and non-separable sets must be returned complete. A free gift linked to the returned purchase must also be returned unused and complete, or its disclosed value may be deducted where lawful.
Fraud prevention and contact
Superdry may request reasonable identification and contact information, verify transaction history and refuse a fraudulent, abusive, substituted, counterfeit or non-Superdry South Africa voluntary return. These controls do not remove a genuine statutory right.
Email: service@superdry.co.za
Telephone and WhatsApp: 062 445 6258 (Monday to Friday, 09:00 to 17:00)
Website: www.superdry.co.za
Business address: Third Kultuur (Pty) Ltd, 18 Collingwood Road, Observatory, Cape Town, 7925, South Africa
Changes to this policy
Superdry may update this policy prospectively to reflect legal, operational or service changes. A change does not retrospectively remove a right that arose under a purchase made before the updated policy became effective.
IN-STORE RETURNS, EXCHANGES AND RETURN VOUCHER POLICY
Applies only to purchases made in Superdry South Africa physical stores
NO CASH REFUND FOR AN IN-STORE CHANGE OF MIND. A qualifying voluntary in-store return receives an exchange or an in-store return voucher only. No cash, EFT, card reversal or other monetary refund is provided for a non-defective change-of-mind return. This rule does not apply where the customer has a compulsory statutory right to a monetary refund.
Scope and operator
This In-Store Returns, Exchanges and Return Voucher Policy applies only to products purchased directly from a physical Superdry South Africa store operated by Third Kultuur (Pty) Ltd, registration number 2026/268426/07. It does not apply to online purchases, purchases from another country, another Superdry licensee, a marketplace or an unauthorised seller.
Online purchases may not be returned under this in-store policy unless Superdry's written online return instructions expressly permit it. Nothing in this policy excludes or restricts a statutory consumer right.
Voluntary in-store change-of-mind policy
A customer who inspected and bought a non-defective product in a physical store does not have a general statutory right to a monetary refund merely because they changed their mind. Superdry voluntarily offers the following, subject to this policy:
Full-price products: exchange or in-store return voucher within 30 calendar days after purchase.
Sale or promotional products: exchange or in-store return voucher within seven calendar days after purchase, unless clearly marked Final Sale before purchase.
Final Sale products: no voluntary change-of-mind return, exchange or return voucher.
A separately advertised promotion may provide more generous return terms. Sale, promotional and Final Sale products retain their statutory rights if they are genuinely defective, unsafe or incorrectly supplied.
Conditions for a voluntary in-store return
The original till receipt, digital receipt or valid gift receipt must be presented.
The product must be returned within the applicable period.
The product must be unworn, unused, unwashed, unaltered and in a resaleable condition.
All original tags, security tags, labels, hygiene seals, accessories and packaging must be attached or included and undamaged.
Footwear must be returned with the original undamaged branded box, with no labels or tape placed directly on it.
A pack, set or bundle must be returned complete.
The product must not fall within a voluntary-return exclusion.
The purchase must be verifiable as a Superdry South Africa transaction.
In-store return vouchers - not gift cards
Superdry does not currently sell or issue in-store gift cards. When an approved voluntary in-store return is not exchanged, Superdry issues an in-store return voucher or merchandise credit. This return voucher is issued against the qualifying returned product; it is not sold as a gift card.
The voucher value is the amount actually paid for the returned product after discounts and promotions.
The voucher is valid for three years from its issue date, or for any longer period stated on it.
The voucher may be used only at Superdry South Africa physical stores unless its written terms expressly allow online use.
The voucher is not redeemable for cash and no cash change is provided.
The voucher cannot be used to purchase another voucher, gift card or credit instrument.
The voucher must be presented at the time of purchase and safeguarded by the customer.
A lost, stolen or damaged voucher will be replaced only if Superdry can verify the original issue, customer identity, unused value and lawful entitlement.
An in-store return voucher cannot be exchanged for an online voucher code unless Superdry expressly agrees and its systems allow the conversion.
In-store exchanges
An exchange is subject to stock availability. If the replacement costs more, the customer must pay the difference. If it costs less, the balance is issued as an in-store return voucher and not as cash. No stock is reserved until the exchange is completed. An item forming part of a pack or non-separable set cannot be exchanged separately.
Gift returns
A product returned with a valid gift receipt may be exchanged or credited to an in-store return voucher within the applicable voluntary period. No monetary refund is paid to the gift recipient. Where a statutory refund is due, it is processed in accordance with the original transaction and applicable law.
No receipt or unverifiable purchase
Superdry may decline a voluntary change-of-mind return where the customer cannot provide valid proof of purchase. For a statutory claim, staff will make a reasonable effort to verify the transaction and may consider an order record, digital receipt, customer account record or payment record that identifies the purchase. A missing paper till slip does not automatically cancel a genuine statutory right.
Hygiene and product-specific exclusions
For voluntary change-of-mind returns, Superdry does not accept underwear bottoms, briefs, socks, pierced jewellery, opened or unsealed fragrance or cosmetics, or swimwear with a removed or damaged hygiene strip. Personalised, embroidered or altered products are also excluded. These exclusions do not remove statutory rights if a product is genuinely defective, unsafe or incorrectly supplied.
Defective, unsafe or incorrectly supplied goods
If goods fail the statutory quality standards within six months after delivery, the customer may direct Superdry to repair or replace the failed, unsafe or defective goods, or refund the price paid, subject to the Consumer Protection Act. The return is at Superdry's risk and expense.
Superdry may conduct a reasonable assessment to confirm the nature and cause of the reported problem. The assessment will not be used to unreasonably delay a valid remedy. A confirmed statutory defect cannot be converted into a compulsory exchange or voucher-only remedy. If the customer lawfully chooses a refund, Superdry must process a monetary refund through the original transaction method or another lawful method agreed with the customer.
If repaired goods are not remedied, or a further failure, defect or unsafe feature is discovered within three months after the repair, the customer is entitled to a replacement or refund as provided by law.
THE KEY STAFF AND CUSTOMER DISTINCTION. Change of mind: exchange or in-store return voucher only. Genuine statutory defect: the customer may have a legal choice that includes a monetary refund. Superdry must establish which type of return applies before stating the available remedy.
What is not ordinarily a defect
Subject to the facts of each claim, the following are not ordinarily treated as defects where they are consistent with the product's age, normal use and the care information supplied:
normal wear and tear;
accidental damage, misuse, abuse or negligence;
damage caused by incorrect washing, drying, ironing, storage or failure to follow care instructions;
unauthorised alterations, repairs or modifications;
reasonable colour fading, pilling, abrasion or shrinkage arising from normal use and care; and
a change in preference, fit or style where the product is otherwise as described and fit for its ordinary purpose.
This list cannot be used to exclude a product failure that legally qualifies as a defect.
Promotions, packs and free gifts
If a return causes the original transaction to no longer satisfy a multi-buy, bundle, threshold or promotional condition, Superdry may recalculate the transaction using the published promotion terms. The voucher or exchange value will not exceed the amount actually paid and fairly attributable to the returned product.
All products in a non-separable pack or set must be returned together. A free gift linked to the returned purchase must also be returned unused and complete, or its disclosed value may be deducted from a voluntary return voucher where lawful.
Fraud prevention, rejected returns and contact
Superdry may request reasonable identification and contact information, verify transaction history and refuse a fraudulent, abusive, substituted, counterfeit or non-Superdry South Africa voluntary return. These controls do not remove a genuine statutory right.
Email: service@superdry.co.za
Telephone and WhatsApp: 062 445 6258 (Monday to Friday, 09:00 to 17:00)
Website: www.superdry.co.za
Business address: Third Kultuur (Pty) Ltd, 18 Collingwood Road, Observatory, Cape Town, 7925, South Africa
Changes to this policy
Superdry may update this policy prospectively to reflect legal, operational or service changes. A change does not retrospectively remove a right that arose under a purchase made before the updated policy became effective.