Returns and Exchange Policy

Return & Exchange Policy

We know that sometimes things don’t go as planned, and you might need to return or exchange an item. We want you to love every item you purchase from us! If you bought from burnt.co.za or any of our official Burnt stores, and it’s still in its original condition, you’ve got 30 days to send it back!

 

Which Items Can I Return or Exchange?

If an item is to be returned or exchanged you need to have all the original packaging, labels (still on the products) and sanitary stickers (where applicable). All items must be clean, unworn, unwashed & unused. Items purchased either online or in-store may be returned or exchanged with thirty (30) days from the day of purchase. Please see below for exceptions to the thirty (30) day rule:

  • All earrings may not be returned or exchanged for sanitary reasons, unless there is a manufacturer defect present.
  • All bottles may not be returned or exchanged for sanitary reasons, unless there is a manufacturer error present.
  • Socks may be returned or exchanged within the thirty (30) day period only if they have not been removed from their original packaging.
  • Personalised or tailored items may not be returned or exchanged.
  • All electrolytes may not be returned or exchanged unless a manufacturer issue is present.
  • Gift cards are non-returnable and sale is final on these items both online and in-store.

At Burnt, we are committed to upholding consumer rights and ensuring a fair and transparent shopping experience. If you wish to receive a full refund, the item(s) must be returned in their original packaging, unused, unwashed, and unworn. Each return is carefully inspected, and if the item(s) are found to be undamaged or the reason for return does not meet our return policy criteria, Burnt reserves the right to decline the return and send the package back to you. Our goal is to maintain the highest quality standards while ensuring a smooth and fair process for all our customers. Burnt reserves the right to edit or update items which qualify for returns or exchanges without prior notice.

 

Return or Exchange Process

Customers who wish to return or exchange an item purchased online must visit https://burnt.co.za/tools/return and follow the prompts to complete the process. Once the request is submitted, detailed instructions will be sent via email to guide you through the return or exchange.

You will receive a waybill and packing slip via email. Please print the waybill and packing slip and have them ready with the package for collection. We will arrange for the courier to provide a plastic shipping bag. Once we have received your parcel, we will inspect your order to ensure that it is clean, unwashed, unworn and unused condition.

Please allow 2-7 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.

For in-store purchases, you can visit any Burnt store within thirty (30) days of purchase with the unwashed, unused, and unworn item in its original packaging. Our friendly staff will be happy to assist with processing the return or exchange.

 

General Terms

Customers may return or exchange items purchased in-store or online within thirty (30) days of purchase. Refunds will be processed using the original payment method or issued as a Burnt Gift Voucher (store credit). Refunds for in-store returns will be credited to your account via the original payment method. Debit card refunds are not accepted in-store; refunds will only be processed to a credit card. Cash refunds are not available under any circumstances.

A valid proof of purchase is required for all refunds and exchanges. This may include a digital receipt, payment confirmation email, or a gift receipt.

If a product is unavailable at one Burnt store but is in stock at another, a hold may be placed on the item for a maximum of 24 hours to allow the customer time to complete their purchase. After this period, the item will be returned to general stock if not collected. Please note that holds cannot be placed on any products for online purchases, and availability is subject to change.

If you receive an incorrect or damaged product, Burnt will replace it with a new one, provided the item is returned in its original packaging with all tags and extras included.

The following will not be considered defects and do not qualify for returns under this section:

  • Normal wear and tear.
  • Damage caused by negligence, misuse, or improper care.
  • Alterations or modifications made to the product.
  • Products that match their online descriptions but do not meet personal preference.
  • Worn, faded, or damaged size and care labels.

For any digital product purchased online or in-store, complete refunds are not offered. Exchanges are permitted only in cases where the incorrect product was purchased. Please contact our customer service team who will assist you with this migration.

Please note that for any return we will only refund the purchase value. This means we will only refund what you paid even if the item was on sale or you used B-Bucks on your purchase.

Conditions for Returns & Exchanges

Returns and exchanges will only be accepted if the following conditions are met:

  • The item is unworn, unwashed, and unused, with all original packaging, tags, and seals attached.
  • The item is in a resalable condition.
  • For hygiene reasons, underwear, swimwear, socks and earrings cannot be returned or exchanged.
  • Where possible, refunds will be processed using the original payment method.
  • Customers may be required to provide personal details to process returns or exchanges securely.
  • Online purchases can be returned in-store with proof of purchase; however, shipping costs are non-refundable.
  • Gift vouchers are non-refundable and are valid for three (3) years after purchase.
  • Limited edition items may not be available for exchange due to stock limitations.

Burnt reserves the right to decline a return if the item does not comply with the above conditions.

 

Active Jewellery Warranty

Burnt Active Jewellery is covered by a 3-month warranty against discolouration. If a piece loses significant gold colour within 3 months of purchase, it will be replaced. If the item is no longer in stock, it may be exchanged for another jewellery item of the same value. The warranty does not cover:

  • Broken clasps or chains.
  • General wear and tear.
  • Damage caused by improper use.

 

Manufacturer Defects

If a factory fault is identified within 6 months of receiving the item, Burnt will replace it after an inspection by our team. If the issue is not deemed a factory fault, Burnt reserves the right to decline the exchange. After 6 months, no replacements will be made as we cannot verify how the item was used or maintained.

 

Sale Items

Sale items may only be returned for a refund in the form of store credit or a Burnt gift card. Exchanges are not permitted for sale items, and all returns must still meet the standard return conditions, including being unused, unwashed, and in their original packaging with tags attached. Store credit or gift cards issued for returned sale items are non-transferable and cannot be redeemed for cash.

 

More Questions? Contact our support team here.