Refund policy

At Sundae Best, we want your online shopping experience to feel easy and stress free. Whilst we hope that you love every piece you receive, we understand that sometimes things don’t work out, and that’s okay.

Where Does This Policy Apply?

This policy strictly applies to purchases made via our website at www.sundaebest.co.za.

This policy does not extend to purchases made at Sundae Best pop up events, activations, or in-person experiences.

What Are Our Return & Exchange Timeframes?

Returns

Items are eligible for return within 14 calendar days from the date of delivery.

Exchanges

Items are eligible for exchange within 30 calendar days from the date of delivery.

Items must be sent via a registered courier and received by Sundae Best within the above timeframes in order to qualify for a return or exchange.

Change of Mind Returns

If you have changed your mind, you may return your purchase within 14 calendar days from the date of delivery, provided that:

• The item is clean, unworn, unwashed, and unused

• The item is in its original ziplock packaging with all stickers intact

• The original hangtag and stickers remain attached

• All labels, extras, and packaging are included

• The item was purchased at full price

If your item is received and does not meet the above conditions, Sundae Best reserves the right to decline the return. In such instances, you will be liable for the courier cost to have the item redelivered back to you.

How Will My Refund, Exchange or Store Credit Be Processed?

Approved refunds, exchanges, and store credits will only be processed once the returned item has been received and inspected by our team.

A valid proof of purchase, including your order number, is required in order for us to process your request.

Please note:

• Refunds exclude original delivery fees

• Store credits may be requested instead of a refund

• Refunds may take approximately 5–7 working days to reflect once approved and processed

• Refund processing times may vary depending on your payment provider or bank

How Do Exchanges Work?

If you would like to exchange your purchase for another item, you may do so within 30 calendar days from the date of delivery, provided that:

• The item is clean, unworn, unwashed, and unused

• The item is in its original ziplock packaging with all stickers intact

• The original hangtags and stickers remain attached

• All labels, extras, and packaging are included

• The item was purchased at full price

If your item is received and does not meet the above conditions, Sundae Best reserves the right to decline the exchange. In such instances, you will be liable for the courier cost to have the item redelivered back to you.

Are There Any Additional Exchange Fees?

Good news. Once you courier the approved exchange back to us, Sundae Best will cover the first redelivery back to you, free of charge.

This applies only to full-priced items.

Any additional exchanges thereafter will incur a delivery fee.

How Do I Return or Exchange an Online Purchase?

To begin a return or exchange:

1. Visit our Returns Portal 

2. Follow the simple step-by-step prompts

Customers are responsible for sending items back to Sundae Best using a registered courier service.

A tracking number must be provided to us within 3 calendar days of the request being made.

Once your request is approved, further instructions will be sent to you via email.

Please note:

• We strictly do not accept any drop-offs

• We strictly do not facilitate collections

Incorrect or Damaged Items

If you have received an incorrect or damaged item, kindly notify us within 3 working days from the date of delivery.

You may be required to provide proof of the issue, including photographs.

The item must be returned:

• In its original packaging

• With all ziplocks, hangtags, labels, and extras included

Once verified, we will gladly replace the item for you.

What Is Not Considered a Defect?

The following will not be considered manufacturing defects:

• Normal wear and tear

• Damage caused by misuse, negligence, improper care, or accidents

• General fading or pilling over time

• Logos and branding details

• Worn or damaged care labels or size labels

• Alterations or modifications made after purchase

• Items that match their online description but do not meet personal preference

• Minor colour variations between batches, fabrics, threads, prints, or logos

• Industry accepted manufacturing tolerances

Manufacturer Defects

All items include an implied 3 month warranty against verified manufacturing defects.

If a manufacturing fault is identified within 3 months from the date of delivery, Sundae Best will inspect the item and, where applicable, replace it accordingly.

If the issue is not deemed to be a manufacturing defect, Sundae Best reserves the right to decline the claim.

After 3 months, replacements cannot be offered, as we are unable to reasonably verify product use, wear, or care over time.

Please refer to the section titled “What Is Not Considered a Defect?” for further clarity on exclusions.

Natural Variations

Please remember that our garments are made by people, not machines alone. Minor variations are a natural part of the manufacturing process and contribute to the uniqueness of each piece.

These may include:

• Minor thread variances

• Slight stitching variations

• Industry accepted manufacturing tolerances

• Slight size differences of up to 3 cm

• Slight colour or shade variations between production batches

These are not considered defects.

Sale Items

All sale items are final sale and are not eligible for returns.

Sale items may only be exchanged within 7 calendar days from the date of delivery, and only for the exact same item in another size, subject to stock availability.

To qualify for a size exchange:

• The item must be clean, unworn, unwashed, and unused

• The item must be in its original ziplock packaging with all stickers intact

• The original hangtags and stickers must remain attached

• All labels, extras, and packaging must be included

If your item is received and does not meet the above conditions, Sundae Best reserves the right to decline the exchange. In such instances, you will be liable for the courier cost to have the item redelivered back to you.

Please note:

• Free exchange redelivery does not apply to sale items

• Sale items may only be exchanged once

• Exchanges are strictly limited to the same item in another size only

• Exchanges are subject to stock availability

Pop Up Purchases

Our pop up experiences include dedicated fitting areas and change rooms so that customers may try on garments and view products in person prior to purchase.

For this reason, we do not facilitate returns or exchanges on items purchased at Sundae Best pop up events or activations.

Customers are required to confirm their items upon collection or purchase. Once items have been signed for and collected, Sundae Best cannot accept liability for any incorrectly taken items.

Non-Returnable & Non-Exchangeable Items

For hygiene and product protection reasons, the following items cannot be returned or exchanged:

• Socks

• Yoga Mats

• Shapewear

• Hair Accessories

• Gift Cards

• Digital Products / E-products

Additional Care & Liability Notes for Accessories and Specialty Products

Certain products, including socks, yoga mats, shapewear, and hair accessories, are considered hygiene-sensitive or specialty use items and therefore cannot be returned or exchanged once purchased.

Whilst all Sundae Best products are quality checked before dispatch, customers are responsible for using and caring for these items correctly after purchase.

Please note:

• Damage caused through misuse, improper handling, excessive force, incorrect storage, friction, sharp objects, pets, improper washing, or general wear and tear will not be considered a manufacturing defect

• Grip and crew socks may naturally experience wear over time depending on surface type, friction, usage frequency, nail length, shoe usage, and washing methods

• Yoga mats may show natural signs of use including compression markings, surface creasing, texture changes, or minor wear over time depending on workout intensity and storage conditions

• Minor marks, scent variations, or compression from packaging and shipping are not considered defects

• Due to hygiene reasons, we cannot accept claims on products that have already been used unless a verified manufacturing defect is identified

Sundae Best reserves the right to inspect all claims and determine whether an issue falls within reasonable manufacturing fault parameters.

Yoga Mat Care & Natural Characteristics

Our yoga mats are made using premium PU materials designed for comfort, grip, durability, and performance.

Due to the nature of PU yoga mats, certain characteristics are completely normal and are not considered defects.

These may include:

• Natural creasing or fold lines

• Compression marks from storage or pressure

• Minor texture variations

• Surface markings from use over time

• Slight scent variations upon opening

• Slow drying after cleaning due to the mat’s thickness and material composition

Care Instructions:

• Wipe clean using a soft cloth with water

• Do not soak or submerge the mat in water

• Do not machine wash or tumble dry

• Allow the mat to air dry fully before rolling or storing

• Store rolled loosely in a cool, dry area away from direct sunlight

Please note:

• Excessive moisture exposure, improper cleaning methods, incorrect storage, sharp objects, footwear, pets, or forceful folding may damage the mat and will not be considered manufacturing defects

• Creasing caused during shipping, storage, rolling, or normal use is considered a natural characteristic of PU mats and not a defect

• Minor wear over time is expected depending on workout intensity and usage frequency

As yoga mats are considered hygiene-sensitive products, they cannot be returned or exchanged once used unless a verified manufacturing defect is identified after inspection.

Final Notes

• A valid proof of purchase is required for all returns, exchanges, and defect claims

• Customers may be required to provide personal information in order to process requests securely

• By shopping with Sundae Best, you agree to this policy

• Sundae Best reserves the right to refuse returns or exchanges that do not comply with the above terms

If you ever need assistance, our team will always be happy to help.