Refund policy
RETURNS + REFUNDS POLICY
We hope you love your Three Wise Chimps order. If something is not right, you may request a return within 10 calendar days of receiving your order.
RETURN ELIGIBILITY
To qualify for a return:
• Your return request must be submitted within 10 calendar days of receiving the order.
• The item must be unworn, unused and in its original condition.
• All original tags, packaging and included contents must be returned with the item.
• The item must not show signs of wear, washing, alteration, damage, odour or use.
• You must provide your order number or proof of purchase.
STANDARD-SIZE MADE-TO-ORDER GARMENTS
Our garments are made to order, but standard-size garments are not considered personalised or custom-sized products.
Eligible standard-size made-to-order garments may be returned within the 10-day return period, provided they meet all the conditions stated in this policy.
NON-RETURNABLE ITEMS
We do not accept returns of:
• Ceramics.
• Rolling papers, filters or other consumable products.
• Personalised, altered or custom-sized products.
• Used smoking accessories or products that cannot be resold for health, hygiene or safety reasons.
• Gift cards.
• Items specifically marked as final sale before purchase.
If a non-returnable item arrives damaged, defective or incorrectly supplied, please contact us so that we can assist you. These exclusions do not limit any rights you may have under applicable South African consumer law.
HOW TO REQUEST A RETURN
To request a return:
- Email info@threewisechimps.com within 10 calendar days of receiving your order.
- Include your order number, the item you would like to return and the reason for the return.
- If the item is damaged, defective or incorrect, include clear photographs of the item and its packaging.
If your return is eligible, we will provide you with return instructions.
Items sent back without first requesting and receiving return approval will not be accepted.
RETURN COURIER COSTS
Customers are responsible for the cost of returning eligible items.
You may be required to arrange the return courier or pay the applicable collection charge before the return is collected. Three Wise Chimps is not responsible for returned items that are lost or damaged in transit, so we recommend using a tracked and insured courier service.
If an item is defective, damaged on arrival or incorrectly supplied, Three Wise Chimps will cover the reasonable return courier cost.
Original delivery charges are not refundable unless the return results from an error by Three Wise Chimps or a refund is required by applicable law.
EXCHANGES
We do not currently process direct exchanges.
If you would like a different product, colour or size, you may return the original eligible item and place a new order. Because our garments are made to order, the replacement item will be subject to the normal production and delivery period.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order as soon as it arrives.
If an item is damaged, defective or different from what you ordered, contact us promptly at info@threewisechimps.com. Include your order number and clear photographs of the item and packaging.
Where required by applicable law, qualifying customers may be entitled to a repair, replacement or refund. Nothing in this policy limits the rights provided by South Africa’s Consumer Protection Act or other applicable legislation.
REFUNDS
Once your return has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to your original payment method within 10 business days. Your bank or payment provider may require additional time to reflect the funds in your account.
If more than 15 business days have passed since your refund was approved, please contact info@threewisechimps.com.
CONTACT US
For questions about a return or refund, contact us at: