Returns Policy

You have 30 calendar days from the date your order is marked as delivered to submit a return or exchange request. This window is firm. Requests submitted after 30 days will not be accepted, and no exceptions will be made for orders where tracking confirms delivery within the window. If your tracking shows delivery but you never received the package, that is a shipping dispute — not a return — and should be handled through our support team immediately.

To be eligible for a return or exchange, items must be in their original condition: unworn, unwashed, unaltered, and with all original tags and packaging intact. We understand that you need to try a garment on to know if it fits — that is expected. But trying on is different from wearing. If an item shows signs of wear, washing, perfume, deodorant marks, pet hair, or any use beyond a try-on, the return will be rejected and the item will be shipped back to you at your expense.

Returns and exchanges are only available for orders that have been delivered. If your order has not yet shipped, you may request a cancellation instead — cancellations are handled separately and are subject to their own process outlined below. If your order has shipped but not yet been delivered, you must wait until delivery is confirmed before initiating a return.

Most products purchased from Candy Venom are eligible for return or exchange, provided they meet the condition requirements described above. This includes all regular-priced apparel, accessories, and headwear from any collection or drop. We accept returns for any reason — wrong size, changed your mind, item not as described, or defective product — as long as the item is returned in saleable condition within the 30-day window.

The following items cannot be returned or exchanged under any circumstances:

• —Gift cards — All gift card purchases are final. No refunds, no exchanges, no exceptions. Once purchased, the value is locked.
• —Limited drop items marked “Final Sale” — Certain limited-edition drops are sold as final sale. This is clearly indicated on the product page before purchase. If you buy a final sale item, you own it.
• —Items returned outside the 30-day window — No exceptions, no extensions. The clock starts at delivery, not at purchase.
• —Items not in original condition — Worn, washed, altered, or damaged items will be shipped back to you. We assess every return individually and our decision is final.

We offer free size exchanges on all eligible items within the same product and collection. If the size you ordered doesn't fit, you can request an exchange for a different size of the exact same item — no additional cost for the exchange itself. The new size will be shipped to you once we receive and inspect the returned item. Exchanges are subject to stock availability; if the requested size is out of stock, we will offer you a refund instead or notify you to choose an alternative.

To initiate a size exchange, go to your order details page and select “Exchange Size.” You'll be asked to specify the new size you want. We currently only support exchanges for a different size of the same product — we do not support exchanging one product for a different product. If you want a different item entirely, you'll need to return the original for a refund and place a new order for the item you want.

Exchanges are processed within 5–7 business days of us receiving your returned item. You will receive a shipping confirmation email with tracking details when your exchange ships. During peak periods (launches, drops, holidays), processing may take slightly longer — we appreciate your patience. The exchanged item will be shipped using the same shipping method as your original order at no additional charge.

Once your return is received and inspected, we will notify you of the approval or rejection of your refund via email. If approved, the refund will be processed and automatically applied to your original payment method within 5–10 business days. The exact timing depends on your bank or payment provider — some institutions process refunds faster than others, and we have no control over their internal timelines. If you haven't received a refund after 10 business days, contact your bank first before reaching out to us.

Refunds are issued for the purchase price of the returned item(s) plus any applicable shipping charges paid on the original order. If you received a discount or used a promo code, the refund amount will reflect the discounted price you actually paid — not the original retail price. If you used loyalty points or a gift card toward the purchase, those will be refunded in their original form (points restored to your balance, gift card credit reissued).

In certain cases, we may offer refunds via store credit or gift card instead of the original payment method. This typically occurs when the original payment method is no longer available (e.g., an expired card) or in situations where the return falls outside standard parameters but we choose to accommodate it as a goodwill gesture. Store credit and gift card refunds are issued at our sole discretion and carry no expiry date.

All returns, exchanges, and cancellations are initiated through your account on candyvenom.co.za. There is no need to call, email, or DM us to start the process — the system is designed to handle it directly. Here's how:

1. 01Go to Account → Orders and click on the order you want to return or cancel.
2. 02Click the “Return / Exchange” or “Cancel Order” button. This button only appears on eligible orders.
3. 03Select whether you want to return for refund, exchange for a different size, or cancel the order (only available before shipment).
4. 04Select the item(s) you want to return and choose a reason. You can add details to help us understand the issue.
5. 05Submit the request. You'll receive a confirmation email, and we'll review it within 1–2 business days.
6. 06Once approved, we'll send you return shipping instructions. Pack the item(s) carefully and ship them back using the provided details.

You are responsible for the cost of return shipping unless the return is due to our error (wrong item shipped, defective product, or item not as described). In those cases, we will provide a prepaid return label or reimburse your return shipping costs upon receipt of the item. For all other returns, standard return shipping costs within South Africa typically range from R75 to R150 depending on the carrier and package size.

You may cancel an order at any time before it has been shipped. Once an order has been handed to the carrier and a tracking number has been generated, it cannot be cancelled — you will need to wait for delivery and then initiate a return. The “Cancel Order” button is only visible on orders that have not yet shipped. If you don't see it, the order has already entered our fulfilment process.

Cancellation requests are reviewed and processed within 1 business day. If approved, your order will be marked as cancelled and a full refund will be issued to your original payment method. Since cancelled orders have not been shipped, there are no return shipping costs involved — the refund covers the entire order amount including shipping charges.

If you cancel an order that used a promo code, discount, or gift card, those benefits are returned to you where possible. Promo codes with remaining uses will have their usage count restored. Gift card balances will be credited back. Loyalty points used on the order will be returned to your account. However, if a promo code has expired by the time of cancellation, it cannot be reinstated — you will receive the monetary equivalent as a refund instead.

If you have questions about this returns policy or need help with a return that isn't working through the standard process, reach out to us at orders@candyvenom.co.za. Include your order number and a clear description of the issue. We respond to all return-related enquiries within 2 business days during regular operating hours (Monday through Friday, 09:00 to 17:00 SAST).

In the unlikely event that you disagree with the outcome of a return assessment, you may request a review by a senior team member. Submit your review request in writing to the same email address with the subject line “Return Review Request — [Your Order Number].” Reviews are completed within 5 business days and the decision is final. We handle every return in good faith and assess each case on its merits — our goal is to resolve issues, not create them.

This policy is provided in accordance with the South African Consumer Protection Act (CPA), 2008, which grants you certain rights regarding the return of goods. Nothing in this policy is intended to limit or waive any rights you have under the CPA or any other applicable legislation. Where there is a conflict between this policy and your statutory rights, your statutory rights prevail. Always.