Product Replacement, Returns, Exchange Request

EXCHANGES & RETURNS

If an item is to be returned you need to have all the original packing, labels (still on the products), sanitary stickers (When it is Swimwear), all items must be clean, unworn, unwashed & unused. 

Regarding returns, you will be credited with the ZAR amount of the returned item in the form of a Burnt Studios voucher. (Please note: No returns/credit on the shipping costs). Free exchanges are only valid for online ordersPlease note: We offer one free exchange per order. After that, shipping is calculated at R80.00 one way.  

All discounted items, sale or Black Friday items or Giveaway items can not be returned or exchanged and are final. No returns, exchanges or refunds are allowed on swimwear, underwear, socks or gift cards. Please note, we can not guarantee the exchange of limited edition items since certain sizes might be out of stock and not made anymore. 

Jewellery has a one-year warranty on discolouration only. A jewellery piece who has lost significant gold colour in one year since purchase will be replaced. If the item is no longer in stock, it can be replaced for another jewellery item of the same value.

The warranty is not applicable to damages including broken clasps, chains and day-to-day wear and tear. 

Earrings cannot be returned or exchanged because of hygienic reasons. 

Exchanges & Returns Process
We will book the collection and make the arrangement with our couriers.

 

STEP 1 – Fill out the EXCHANGE REQUEST FORM
Fill out the form through the following link: https://returns.richcommerce.co/return/new?c=burntstudios .
We will respond as soon as possible to talk you through the process.  Please note that we can only offer an exchange if we have the product that you would like to receive in stock. 

STEP 2 – Safely packed

The merchandise must be sent within 7 days of receiving the order. Please be sure the merchandise is in its original state.  Please be sure to pack the garments securely with labels and stickers attached. The merchandise must be clean, unwashed, unworn, unused with sanitary stickers (When it's swimwear)  and hang tags attached and undamaged. Burnt Studios reserves the right to refuse the package and/or return the item(s) back to the sender should the merchandise not abide by this policy.

STEP 3 - Couriers to pick up at address 
You will receive a waybill via email. Please print the waybill and have it ready with the package for collection. We will arrange for the courier to provide a plastic shipping bag. Please note that we cannot indicate a specific time that the pick up will take place, we can only book a pick up for a specific date, not time.
 
STEP 4 – Receiving your new parcel or store credit
Once we have received your parcel, we will inspect your order to ensure that it is clean, unwashed, unworn and unused condition with sanitary pads and swing tags still attached. Please allow 1-4 business days for your exchange to be processed once we have received your item. You will receive an email once we have received and shipped your exchange. Your exchange will be sent to the same address that your order was originally sent to. In the case of a refund we will send you an online voucher with the value of your returned item to the email address through which you contacted us. 
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Product Replacement
A. 
Should the Burnt Studios supply the incorrect Product or if the Product you received is damaged, the Company shall exchange the Product for a new one, provided that the damaged or incorrect unit is returned in its original packaging with all the tags and extras still as received. If the customer however wears or uses the product or removes any sanitary pad (when it is swimwear), stickers or tags of the incorrect, damaged or faulty item, then the free exchange by Burnt Studios for a new item is void. 
B.
Should you use your product and spot a factory fault within 30 days of receiving it, Burnt Studios will then replace that item for you. Please email info@burntstudios.co.za for more info.
Please note, the Burnt Team will first examine the item by means of either image or physical examination. Burnt Studios reserves the right to not grant an exchange if deemed that the fault is not a factory fault.
If any damage occurs outside of the 30 day window, no replacement will be made since we are unable to control how the product was used or handled in that time-frame.