Refund policy

Last Updated: 20/07/26

At Back-To-Back, we want you to love every purchase. If you're not completely satisfied, we're here to help. Please read our Returns & Refunds Policy carefully before requesting a return.

1. Return Eligibility

We accept returns within 30 days of receiving your order, provided that:

  • The item is unworn, unused, and unwashed.
  • All original tags and labels remain attached.
  • The item is in its original packaging.
  • The item is free from stains, odours, pet hair, makeup, deodorant marks, or any damage caused after delivery.
  • You provide proof of purchase (order number or receipt).

We reserve the right to refuse returns that do not meet these conditions.

2. Incorrect, Damaged or Faulty Items

If you receive:

  • the wrong item,
  • a damaged item, or
  • an item with a manufacturing defect,

please contact us within 7 days of delivery.

Email: backtobackapparel@outlook.com

Include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product

Once approved, we will arrange collection or provide instructions for returning the item at no cost to you.

3. Change of Mind Returns

If you simply changed your mind or ordered the wrong size or colour:

  • Returns must be requested within 30 days of delivery.
  • The item must meet the eligibility requirements above.
  • Return shipping costs are the responsibility of the customer unless otherwise stated.

Once we receive and inspect the item, we will process:

  • an exchange,
  • a store credit, or
  • a refund (where applicable).

4. Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved:

  • Refunds will be processed to your original payment method.
  • Please allow 5–10 business days for the funds to reflect, depending on your bank or payment provider.

Shipping fees are non-refundable, unless the return is due to our error or a faulty product.

5. Consumer Protection Act

Nothing in this policy limits your rights under the South African Consumer Protection Act (CPA), 2008.

If a product is defective, unsafe, or not of acceptable quality, you may be entitled to a repair, replacement, or refund in accordance with Section 56 of the CPA.

6. Return Process

To initiate a return:

  1. Email us at backtobackapparel@outlook.com
  2. Include your order number and reason for the return.
  3. Wait for confirmation and return instructions.
  4. Package the item securely.
  5. Send it back using the approved return method.

We recommend retaining proof of postage until your return has been processed.

7. Return Shipping

Where the return is due to:

  • a change of mind,
  • incorrect size ordered by the customer, or
  • personal preference,

the customer is responsible for return shipping costs.

Where the return is due to:

  • a faulty product,
  • damaged item,
  • incorrect order sent,

Back-To-Back will cover all reasonable return shipping costs.

8. Contact Us

If you have any questions about our Returns & Refunds Policy, please contact us:

Email: backtobackapparel@outlook.com

Business Hours: Monday–Friday, 9:00 AM–5:00 PM (SAST)