Return & Refund Policy

REFUNDS

A refund will be processed only where we are not able to replace a damaged or incorrect product and the customer does not opt for an alternative product.

Refunds will only be processed in the following exceptional cases:

• Refunds will be processed if the customer cancels before the goods are shipped from our European warehouse.
• When a refund is requested after the goods have already been despatched from our European warehouse but not yet delivered to the customer, a re-stocking fee of 35% will be charged.
• When a refund is requested after the goods have already been delivered to the customer (and customer doesn't opt for a size exchange or exchange for another item), at the discretion of management, such refund may be accepted subject to a 35% re-stocking fee, the initial delivery cost and the delivery cost to return the item to us.

Items can only be exchanged or returned if they are still in their original packaging with labels or tags intact & without damage or stains.

SIZE EXCHANGES
Size exchanges are allowed only once for the same item within 14 days of delivery.
Items can only be exchanged if they are still in their original packaging with labels or tags intact & without damage or stains.

NB: Refunds or Size exchanges are not allowed for all types of swimsuits (one piece swimsuits, bikinis, tankinis & monokinis), for hygiene reasons, so please make sure you order the right size for you by taking the cut into consideration.

Our sizes are European sizes and we have a comprehensive Size Chart on every product page which shows the SA size equivalent - please take care to ensure you order the right sizes.

If you need guidance on sizes from our team, please contact us:

Call/sms/whatsapp us on: 063 128 1468 (if outside South Africa, dial +27 63 128 1468)
E-mail us at: sales@poised.co.za
Alternatively, send us a message on Messenger and we will get back to you.

Where we are not able to replace the product and the customer does not opt for an alternative product, a refund will be processed. Please note that refunds will be paid to you using the method with which you made payment (e.g. debit card, credit card or EFT) and will take between 5 – 10 days for the money to reflect in your account, depending on which bank you are with.
In the case of direct EFTs and Bank Deposits, refunds will be processed upon the customer supplying us with the bank details corresponding with the personal details they used to purchase the product from us.

INCORRECT ITEMS & DEFECTIVE ITEMS
*Incorrect Items* qualify for exchange when returned to us within 14 days from date of delivery, in their original packaging with labels or tags intact and without damage or stains.
*Defective or damaged items* are to be returned to us in their original packaging with labels or tags intact. Upon receipt, we will inspect the product and compare it to our quality assessment report conducted before the product was initially sent to the customer, in order to determine the validity of the claim.
To return *defective items* or *incorrect products/items*, please contact us so that we can arrange the collection:
Call us on: 063 128 1468 (if calling from outside South Africa, dial +27 63 128 1468)
E-mail us at: sales@poised.co.za

Where we are not able to replace the product and the customer does not opt for an alternative product, a refund will be processed. Please note that refunds will be paid to you using the method with which you made payment (e.g. debit card, credit card or EFT) and will take between 5 – 10 days for the money to reflect in your account, depending on which bank you are with.
In the case of direct EFTs and Bank Deposits, refunds will be processed upon the customer supplying us with the bank details corresponding with the personal details they used to purchase the product from us.