Returns and Exchange Policy



Product Replacement, Returns, Exchange

Exchanges & Returns

If an item is to be returned you need to have all the original packing, labels (still on the products), sanitary stickers (when it is Swimwear), all items must be clean, unworn, unwashed & unused.

Customers wishing to exchange or return products must fill out the exchange form within thirty (30) days after receiving the parcel.
Regarding returns, you will be credited with the ZAR amount of the returned item in the form of a Burnt Studios voucher or refunded in the same method as per your original purchase. (Please note: No returns/credit on the shipping costs).

Refund Policy For Half Marathon & Full Marathon Run Programs
  1. Incorrect Product Purchase If you accidentally purchased the wrong product, please contact us at support@burnt.co.za. Our team will assist you in switching to the correct program. Any price differences will be managed as follows:
    • Refunds for overpayments will be issued in the form of a gift card.
    • If additional payment is required, we will provide an online payment link before updating your access.
  2. 100% Money-Back Guarantee. We’re confident in the success of our run programs. If you do not reach your goal by the end of the 12 weeks, you are eligible for a full refund. T&C's APPLY - To qualify for a refund on your half or full marathon program:
    • You must go through the full program. 
    • You must have completed all the lessons, activities, watched all the video lessons in the program.
    • You must have completed the training with proof of all your sessions (eg strava sessions or garmin results). 
    • You must have set a goal based off of your starting time trial and our pace calculator (with proof of your time trial session). 
    • You must have trained for the full 12 weeks and the 12 weeks must be completed consecutively.
    • You must have completed a half marathon race with proof of race entry and finish.
    • The refund is applicable to the purchaser of the program ONLY.
    • The guarantee does not include unforeseen events including but not limited to race cancellations and medical injury.
    • 100% guarantee is valid for 20 weeks after purchase date.

 

Refund Policy For All Other Digital Products

  1. Incorrect Product Purchase If you purchased the wrong product by mistake, please contact us at support@burnt.co.za. We will assist you in switching to the correct product. Any price differences will be managed as follows:
    • Refunds for overpayments will be issued in the form of a gift card.
    • If additional payment is required, we will provide an online payment link before updating your access.
  2. Refunds and Exchanges Complete refunds are not offered for digital products once purchased. Exchanges are permitted only in cases where the incorrect product was purchased.

 

 

All discounted items, sale or Black Friday items can only be exchanged for another size or a gift card. 

Please note, we can not guarantee the exchange of limited edition items since certain sizes might be out of stock and not made anymore.

Free exchanges are only valid for online orders. Please note: We offer one free exchange per order. After that, shipping is calculated at R100.00. No returns, exchanges or refunds are allowed on swimwear, underwear, socks, earrings or gift cards.





Exchanges & Returns Process

We will book the collection and make the arrangement with our couriers.

STEP 1 – FILL OUT THE EXCHANGE REQUEST FORM

Fill out the form through the following link:

https://returns.burnt.co.za/return/new?c=burntstudios

 We will respond as soon as possible to talk you through the process. 

Please note that we can only offer an exchange if we have the product that you would like to receive in stock. 


STEP 2 – SAFELY PACK 

The merchandise must be sent within 30 days of receiving the order. Please be sure the merchandise is in its original state.  Please be sure to pack the garments securely  The merchandise must be clean, unwashed, unworn, unused with sanitary stickers (When it's swimwear)  and undamaged.

Burnt Studios reserves the right to refuse the package and/or return the item(s) back to the sender should the merchandise not abide by this policy.

  STEP 3 - COURIERS TO PICK UP AT ADDRESS

You will receive a waybill via email. Please print the waybill and have it ready with the package for collection. We will arrange for the courier to provide a plastic shipping bag.

STEP 4 – RECEIVING YOUR NEW PARCEL OR STORE CREDIT

Once we have received your parcel, we will inspect your order to ensure that it is clean, unwashed, unworn and unused condition.

Please allow 1-4 business days for your exchange to be processed once we have received your item. You will receive an email once we have received and shipped your exchange. 

Your exchange will be sent to the same address that your order was originally sent to.

In the case of a refund. We will send you an online voucher with the value of your returned item to the email address through which you contacted us. 

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Product Replacement

A. 
Should the Burnt Studios supply the incorrect Product or if the product you received is damaged, the Company shall exchange the Product for a new one, provided that the damaged or incorrect unit is returned in its original packaging with all the tags and extras still as received. If the customer however wears or uses the product and damages the garment then the free exchange by Burnt Studios for a new item is void. 

B.
Should you use your product and spot a factory fault within 30 days of receiving it, Burnt Studios will then replace that item for you. Please log your exchange here.

Please note, the Burnt Team will first examine the item by means of physical examination. Burnt Studios reserves the right to not grant an exchange if deemed that the fault is not a factory fault.

If any damage occurs outside of the 30 day window, no replacement will be made since we are unable to control how the product was used or handled in that time-frame.