Returns Policy
We want you to be happy with your purchase. If you are not completely satisfied, you can return your order to us and we will either repair, replace it or credit your account, subject to the terms below. This policy applies to products bought from www.thirdbaseurban.co.za only.
It is important to note that any product purchased online on www.thirdbaseurban.co.za can only be returned or exchanged through this same platform. Under no circumstances will exchanges or refunds be processed at one of our physical stores.
Although it can be disappointing when an item does not meet your requirements, we try our hardest to offer easy returns and exchanges. Returns or exchanges are accepted within 30 days on full priced items and 7 days on sale/markdown items. Below are the steps you can take to return or exchange your order.
- Please contact us within 7 days of receiving your order
- Email us at customerservices@stanbel.co.za or call us on (010) 006 0688
- Couriers will be dispatched to collect your order
- If the collection address differs from the original delivery address, please inform us
- Once your order has been collected,- it is returned to the warehouse, where it is inspected
- Inspection can take 1-2 days
- Once the goods have been deemed resalable, we will dispatch your new items or process your refund
In general, you can return an unwanted product to us at no charge, provided:
It is undamaged and unused, with the original packaging, labels and stickers still attached;
It is not missing any accessories or parts;
It is not listed in section 2 - Products not eligible for return; and
you notify us of the intent to return via the website within 7 days of delivery to you or collection by you of the unwanted product.
We will collect the product from you at no charge. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.
Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference). Please bear in mind that refunds can take 5 - 10 working days to reflect in your account. We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.
Note that we will offer one free return or exchange per order to provide you with a carefree shopping experience. Returns or exchanges are accepted within 30 days on full priced items and 7 days on sale items.
If a second return/exchange is requested on the same order, the customer is liable for the courier costs. Upon your request, we can contact our courier and provide you with a quote and bank details to make payment, once payment has cleared a courier will be despatched to your collection address.
Free Gifts
Should you return an item for credit which was associated with a free gift, the free gift would also need to be returned.
Exchanges
When exchanging an item, please allow for a stock check of the desired replacement. There will be instances where the replacement item is no longer in stock. Under these circumstances, you are free to choose another item to the same value, an online credit voucher or a refund.
Fashion and footwear products can be exchanged for a different size provided that such variation is available and is available at the same price as the product originally purchased. In such a case, we will collect the product from you and deliver the requested product to you at no charge. If such variation is not immediately available, we will credit your account with the purchase price of the product (or refund you if that is your preference) within 8 days of you logging the return.
We reserve the right to inspect the product to validate your return.
If we accidentally deliver the wrong product to you or if the product is not as described on the website (or if it is missing any accessories) or if the product is damaged, please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference).
Products not eligible for returns
We regret that we are unable to accept the exchange or return of the following items for change of mind for hygiene reasons: intimates, lingerie, swimwear, bodysuits or underwear or any other undergarments, headwear, socks, or fragrances regardless of whether the packaging is still intact. We will not accept the return of any other merchandise that are showing obvious signs of being worn or washed, such that these cannot be repackaged for resale.
The following will NOT be regarded as defects and will not entitle you to a return: Faults resulting from normal wear and tear;
Damage arising from negligence, user abuse or incorrect usage of the product;
Damage arising from a failure to adequately care/wash the product as per the wash care label; and damage arising from unauthorised alterations to the product.
Should you have any questions regarding these terms please contact us via our customer service email customerservices@stanbel.co.za or call us on (010) 0060688
ONLINE RETURNS ADDRESS
Please send all returns to:
Greenstone Hill Office Park
Building 8, Stanbel Pty Ltd
Emerald Boulevard
Greenstone Hill
Edenvale
Gauteng
1609
T: (010) 0060688
Third Base Urban In-Store Return Policy
Items purchased at any Third Base Urban store can be returned or exchanged at any Third Base Urban store.
Return and exchanges of products will be honoured within 7 days from initial date of purchase, provide that:
- Proof of purchase is present
- The swingtag is intact and attached to the merchandise
- The item to be exchanged has not been worn
- The item is in its original condition and packaging
- We regret that we are unable to accept the exchange or return of the following items for change of mind for hygiene reasons: intimates, lingerie, swimwear, bodysuits or underwear or any other undergarments, headwear, socks, or fragrances regardless of whether the packaging is still intact.
All full refunds will be at managements discretion and any authorized financial credit will be in the form of a Third Base Urban voucher or credit note.
It is important to note that any product purchased online on www.thirdbaseurban.co.za can only be returned or exchanged through this same platform. Under no circumstances will exchanges or refunds be processed at one of our physical stores.
We are CPA Compliant and comply with the “RRR” rule.