Returns, Refunds & Coupon Policy

At Liefde Wen, we want you to love what you ordered. Should you not be completely satisfied with your purchase, we will do our best to assist you with an exchange, store credit or refund, subject to the conditions below.

1. General returns and exchanges

Liefde Wen offers:

Exchanges within 30 days of purchase.
Refund requests within 14 days of purchase or delivery.
Returns for both in-store and online purchases.

To qualify for a return, refund or exchange:

The item must be unworn, unused, unwashed and undamaged.
The item must be returned with its original tags attached.
Where applicable, the item must be returned in its original packaging.
Proof of purchase must be provided.
The return must be lodged within the applicable return period.

All returned products will be inspected before an exchange, store credit or refund is approved.

Liefde Wen may decline a return where an item:

Shows signs of wear or use.
Has been washed, altered or damaged.
Is missing its original tags or packaging.
Was not cared for according to the product’s care instructions.
Does not meet the conditions of this policy.

Personalised, customised or specially made products cannot be returned or exchanged unless they are defective or were supplied incorrectly.

Returns may be lodged at a Liefde Wen store or through the Contact Us section of our website.

Courier or collection fees associated with a return or exchange may be payable by the customer unless the product is defective, damaged on delivery or supplied incorrectly.

2. Large sales and promotional events

During large promotional events, including Black Friday, the processing of returns and exchanges may be temporarily delayed.

Customers may still lodge their return requests during the applicable return period. Approved returns and exchanges will be processed as soon as reasonably possible after the promotional event has ended.

3. Sale items

Sale items cannot ordinarily be returned for a refund or store credit due to a change of mind.

A sale item may be exchanged within 30 days for:

A different size of the same product.
A different colour of the same product.
Another available item of the same value.

All exchanges are subject to stock availability and the item meeting the return conditions listed above.

Where an exchange is approved for an item of a higher value, the customer will be responsible for paying the difference.

Proof of purchase is required for all sale-item exchanges.

Nothing in this section limits a customer’s rights where a sale item is defective, damaged or incorrectly supplied.

4. Refunds

Once a returned item has been received and inspected, Liefde Wen will notify the customer whether the refund has been approved.

Approved refunds will be processed using the original payment method wherever reasonably possible.

The time taken for the refund to reflect may depend on the customer’s bank or payment provider.

Original delivery fees and return courier fees are not ordinarily refundable unless the item was defective, damaged on delivery or supplied incorrectly.

Liefde Wen may place a refund, exchange or outstanding order on hold where there is a genuine unresolved payment dispute, outstanding balance, suspected fraud or another agreement that must first be resolved between Liefde Wen and the relevant party.

5. Online orders, payments and stock availability

Customers may place orders for products through the Liefde Wen website.

Liefde Wen may accept or reject an order depending on:

Product availability.
The accuracy of the product information and price.
Successful payment or payment authorisation.
The accuracy of the customer’s delivery and contact details.
Suspected fraudulent or unauthorised activity.

An automated order or payment confirmation does not necessarily mean that an order has been accepted.

An order is considered accepted once Liefde Wen has confirmed that the order is being processed or dispatched.

Should Liefde Wen be unable to fulfil an order, the customer will be informed and any amount already paid for the unavailable product will be refunded.

6. Order cancellations

An order may only be cancelled before it has been processed or dispatched.

Once an order has been dispatched, it may only be returned in accordance with this Returns Policy.

To request a cancellation, customers must contact Liefde Wen as soon as possible and provide their order number.

Liefde Wen cannot guarantee that an order can be cancelled once payment has been received, as orders may enter the fulfilment process immediately.

7. Shopping baskets

Placing an item in an online shopping basket does not reserve that product or constitute a completed order.

Products may be removed from a shopping basket or become unavailable before checkout is completed.

Liefde Wen cannot be held responsible where a product is no longer available when a customer returns to complete a purchase.

8. Stock availability

Stock of Liefde Wen products is limited.

We take reasonable steps to ensure that product availability on our website is accurate and that unavailable products are removed or marked as out of stock.

However, stock errors may occasionally occur.

Should a product become unavailable after an order has been placed, Liefde Wen will notify the customer and offer one of the following:

A suitable alternative product.
Store credit.
A refund for the unavailable item.

9. Coupons, discount and promotional codes

Coupons, discount codes and promotional codes are issued at Liefde Wen’s discretion and are subject to the specific terms communicated with each promotion.

Unless otherwise stated:

A coupon or discount code may only be used once.
Only one coupon or discount code may be used per order or customer.
Coupons and discount codes may not be combined with other discounts or promotional offers.
Coupons and discount codes may not be exchanged for cash.
Coupons and discount codes are not transferable.
Coupons and discount codes may not be used to purchase gift vouchers or other coupons.
Coupons and discount codes must be used before their stated expiry date.
Coupons and discount codes cannot be added to an order after the order has been completed, and cannot be applied retrospectively to previous purchases.
Coupons and discount codes are valid only for the products, services, customers or period specified.
Coupons and discount codes may not apply to delivery fees, vouchers, sale items or selected products.
A minimum purchase amount may apply.
Lost, deleted or expired coupons and discount codes will not be replaced.

Liefde Wen may withdraw or amend a promotional offer on reasonable notice.

Liefde Wen may cancel or refuse a coupon or discount code where there is evidence of misuse, fraud, duplication, unauthorised distribution or a technical error.

Specific promotions may be subject to additional terms communicated at the time of the promotion.

10. Sign-up coupons

Where offered, a sign-up coupon is available only to new subscribers to the Liefde Wen mailing list.

Unless otherwise stated:

The coupon may only be used online.
It may only be used once.
It cannot be combined with another coupon, discount or promotional offer.
It is not valid on gift vouchers, delivery fees or selected sale products.
It is not redeemable for cash.

11. Defective or incorrect products

Liefde Wen takes pride in the quality of its products.

Should a product be defective, damaged when delivered or different from the product ordered, customers should contact Liefde Wen as soon as reasonably possible.

The customer may be asked to provide:

Proof of purchase.
The order number.
Photographs showing the defect or incorrect item.
A brief description of the problem.

Once the product has been assessed, Liefde Wen will provide the appropriate remedy in accordance with applicable South African consumer law. Depending on the circumstances, this may include:

Repairing the product.
Replacing the product.
Refunding the purchase price.

A manufacturing defect does not include damage caused by:

Ordinary wear and tear.
Incorrect washing, drying or ironing.
Failure to follow the care instructions.
Negligence, misuse or abuse.
Accidental damage.
Alterations made by the customer or another party.
Inadequate or improper care.
Natural fading or deterioration resulting from normal use.

This policy does not limit any rights customers may have under the Consumer Protection Act or other applicable South African legislation.

12. Personalised and custom products

Personalised, customised or specially manufactured products are made specifically for the customer and cannot be returned due to a change of mind.

These products may only be returned where they:

Are defective.
Are damaged on delivery.
Do not match the approved order.
Contain an error made by Liefde Wen.

Customers are responsible for checking all names, spelling, sizing, colours and other personalisation details before submitting an order.

Where a customer supplies incorrect personalisation information, the customer may be responsible for the cost of replacing or correcting the item.

13. How to lodge a return

To lodge a return, refund or exchange request, contact Liefde Wen through the Contact Us section of our website, or email hello@liefdewen.co.za, and provide:

Your full name.
Your order number or proof of purchase.
The item you would like to return.
The reason for the return.
Whether you are requesting an exchange, store credit or refund.
Photographs, where the item is damaged or defective.

A return is not finalised until the product has been received, inspected and approved.

14. Vouchers

The following conditions apply to vouchers purchased from Liefde Wen:

Vouchers may be redeemed for eligible Liefde Wen products or services.
Vouchers may not be exchanged for cash.
No cash change will be provided when a voucher is partially redeemed.
A voucher remains valid until its full value has been redeemed or until the expiry period permitted by applicable law has passed.
The customer must pay any difference where the value of the selected products is greater than the remaining voucher balance.
Vouchers may not be replaced if lost, stolen, damaged or used without permission, except where otherwise required by law.
Additional conditions printed on or communicated with a voucher may apply.
Promotional vouchers issued free of charge may have different validity periods and conditions from purchased vouchers.