Refund policy
Returns & Refunds
Need to return an item? We've made the process simple.
All returns, exchanges and refund requests must be submitted through our online Returns Center.
Refund Policy
Rossimoda is owned and operated by Sole Agents Distribution (Pty) Ltd, the authorised distributor of the Rossimoda® brand in Africa.
This Returns Policy outlines the conditions under which products purchased from Rossimoda may be returned, exchanged or refunded.
By making a purchase through our website, you agree to the terms outlined below. This policy does not restrict your statutory rights under the Consumer Protection Act (CPA) or any other applicable South African legislation.
1. How to Submit a Return
All returns must be initiated through the Rossimoda Returns Center.
When submitting a return, you will be asked to:
- Identify your order.
- Select the product you wish to return.
- Provide a reason for your return.
- Select from the available resolution options.
- Provide additional information or photographic evidence where required.
Using the Returns Center ensures your request is captured accurately and processed as efficiently as possible.
2. Return Categories & Conditions
2.1 Unwanted Products
You may return an unwanted product provided the following conditions are met:
- The product is undamaged, unused and in its original packaging, with all labels, stickers and seals intact.
- All accessories and parts are included.
- The product is not listed under Section 4 (Products Not Eligible for Return).
- The return is initiated within 14 days of delivery or collection.
- Products marked Sale or Clearance must be returned within 7 days of delivery or collection.
Resolution: Upon inspection and validation, Rossimoda will process the applicable resolution within 7 working days of receiving the returned product.
Where a refund is selected, it will be returned to the original payment method and may take a further 5–10 working days to reflect in your account.
Courier Fee: A R125 collection fee applies to unwanted products and will be deducted from the applicable refund.
Our courier reserves the right to refuse collection if the product is not adequately packaged for transport.
2.2 Wrong Product Received
If Rossimoda delivers the wrong product, the product does not match the description on our website, or accessories are missing, please initiate a return through the Returns Center within 14 days of delivery.
Rossimoda will collect the incorrect product at no charge.
Upon inspection and validation, Rossimoda will arrange the applicable resolution within 7 working days of receiving the return.
2.3 Products Damaged on Delivery
If your product arrives visibly damaged, please initiate a return through the Returns Center within 48 hours of delivery.
You will be required to provide clear photographs of the damaged product and packaging as part of your return request.
Rossimoda will collect the damaged product at no charge.
Upon inspection and validation, Rossimoda will arrange the applicable resolution within 7 working days of receiving the return.
2.4 Defective Products
Rossimoda strives to deliver high-quality, defect-free products.
A defect is a material imperfection or characteristic that makes a product less acceptable than what a consumer would reasonably expect under normal use.
The following are not considered defects:
- Normal wear and tear.
- Damage resulting from negligence, misuse or incorrect usage.
- Damage resulting from failure to adequately care for the product.
- Damage resulting from unauthorised alterations.
0–30 Days: All defective products may qualify for replacement or another applicable resolution.
31 Days–6 Months: Manufacturing defects, including sole separation, stitching failure or structural faults, will require assessment. Repair, credit or replacement will be determined by Rossimoda following assessment.
After 6 Months: Supplier warranty claims will be reviewed individually. Rossimoda is not obligated to replace or credit products outside of the applicable warranty period.
To submit a defective product return, initiate the return through the Returns Center and provide clear photographs showing the defect.
Rossimoda will collect qualifying defective products at no charge and notify you of the outcome within 7 working days of inspection.
3. Exchange Policy
Exchanges are available for unwanted products returned in their original, undamaged condition within the applicable return window.
You may request an exchange for a different size or colour of the same product, subject to stock availability.
Select the exchange option when submitting your return through the Returns Center and specify the size or colour required.
If the requested variant is unavailable, Rossimoda will contact you regarding the available alternatives or refund options.
4. Products Not Eligible for Return
The following products are not eligible for refund, exchange or credit, subject to applicable statutory rights:
- Electronic vouchers.
- Customised or personalised products, where applicable.
- Products returned outside the applicable return window without prior arrangement.
5. Refunds & Exchanges
The resolution options available will depend on the type of return and the options presented through the Returns Center.
Refund: Where applicable, refunds will be returned to your original payment method. Once the return has been inspected and validated, refunds may take 5–10 working days to reflect.
Exchange: Where applicable, a replacement size or colour will be dispatched subject to stock availability.
Where another resolution, such as account credit, is appropriate, Rossimoda may arrange this directly with the customer.
Please note that original delivery charges paid when placing your order are non-refundable, except where required by applicable law.
6. Courier & Collection Fees
- Unwanted Products: R125 collection fee, deducted from the applicable refund.
- Wrong Product Delivered: No collection fee. Rossimoda covers the courier cost.
- Damaged on Delivery: No collection fee. Rossimoda covers the courier cost.
- Defective Products Within the Applicable Warranty Period: No collection fee. Rossimoda covers the courier cost.
Our courier reserves the right to refuse collection if the product is not adequately packaged for transport.
Original delivery charges paid when placing your order are non-refundable, except where required by applicable law.
7. Submit a Return
Ready to submit your return?
Use our online Returns Center to submit your request and provide the necessary details.
Response Time: We aim to respond to all queries within 4 business days.
This policy forms part of the Rossimoda Terms and Conditions. Rossimoda reserves the right to update this policy at any time. The most current version will always be available on our website.