Return Policy

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Returns Policy & How to Log a Return

Criteria to return an item:

Returns for sale items and items from collections or collaborations must be logged within 7 days of item(s) being delivered.

The item is in its original packaging, with labels attached

The item is in a re-sellable condition

The item being returned qualifies for return

No online purchase can be returned in our retail stores. It can only be returned online.

*Special conditions apply in respect of returns of defective products

The Returns Procedure item:

  1. Log an Return request onlineReturns for items purchased on promotion, or items that form part of a collection or collaboration must be logged within 7 days of delivery.
  2. Step 1: Log-in to Levi’s online
  3. Log-in to levi.co.za/a/returns by clicking the here.
  4. Enter your email address and your order number.
  5. Step 2: Submit your return
  6. Select the item/s you wish to return and give a reason for your return.
  7. You will receive a confirmation email with your RMA number and shipping guidelines once the return request has been approved.
  8. Step 3: Pack up your order
  9. Please pack your order in its original packaging.
  10. Clothing should be unwashed and unworn.
  11. Please write your RMA number on the box.
  12. Step 4: Finalising your return
  13. Once your return has been received at our warehouse it will be inspected.
  14. When the return is approved we will refund you the item depending on the nature of the return.

The Returns Procedure

  1. 1. Pack
  2. Pack the items into the Levi box.
  3. 2. Collection
  4. When the courier collects, hand the box to him.
  5. 3. Delivery
  6. It will take between 4 - 8 days for the items to get delivered to the Levi Warehouse.
  7. 4. Processing
  8. The return will be processed and the refund made within 72 hours of recieving your items at the Levi warehouse.
  9. 5. Refund
  10. A refund can take between 2-10 working days to reflect depending on the method of refund and banking institution.
  11. Collection and return to our warehouse can take up to 4 working days for Main centres and 8 working days for Outlying/Regional areas from date of logging return
  12. Once the returns have reached our warehouse, each of the items in your return will be inspected before the return is processed and the refund or store credit initiated.
  13. Store credits will be sent immediately via email and cash refunds can take up to 7 working days to reflect depending on method of refund and banking institutions.
  14.  
  15. You will receive a cash refund or store credit (Your choice) for the rand value of the Product you paid.
  16. A Coupon discount is applied proportionally across the items in your cart. In the event that you return 1 or some of the items in your Order where you have redeemed a Coupon, the proportional discount applied across those Items, will not be refunded to you, or credited to your account. Please refer to the specific coupon’s terms and conditions to understand whether the coupon will be reinstated and the relevant terms that will be applied
  17.  
  18. We cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.

Important notes regarding returning items:

We will send a courier to collect returns logged within the 7 day return period free of charge. Should you wish to return something after the 7 days please contact our helpful Customer Service team who will advise you accordingly.

All products (including certain non-returnable items) can be returned if they are faulty, not fit for their intended purpose or do not match the sample or description. These products need to be returned in their original packaging with all labels attached. Please contact our Customer Service team should you receive a faulty product and they will assist you with the process.

In accordance with the Consumer Protection Act, returns for any items that were sold on promotion must be logged within 7 days of delivery. Returns for promotion items logged outside of this timeframe will not be accepted, unless it is a defective/faulty product. Please see the section below on defective/faulty products for more details.

In addition, returns for any items that formed part of a collection or collaboration must be logged within 7 days of delivery. Returns logged outside of this timeframe will not be accepted, unless it is a defective/faulty product. Please see the section below on defective/faulty products for more details.

We require that promotional free gifts, received with purchases, are returned to us when the purchased item is returned. Please ensure that you log a return for the free gift to ensure that your returns are processed speedily.

All products under guarantee/warranty must be returned along with the original packaging and guarantee/warranty forms. We are unable to have these items repaired/replaced by our suppliers or the manufacturers without all relevant pieces and may be unable to accept or process your return. Please refer to the product guarantee/warranty card for further information.

If a personal item or parcel meant for another retailer is returned to us by in error, we will provide you with two options:

  • You can arrange collection at your cost from our warehouse or
  • We can discard the unwanted items on your behalf.

Should you wish to arrange collection of the item, we will provide you with a reference number, which you must ensure that your courier quotes upon collection. Should you not collect within 30 days of us contacting you, we will have no further option but to discard.

*Special conditions applicable to returns of defective/faulty products:

Defective products can be returned up to 6 months of delivery date by contacting our helpful Customer Loyalty team who will advise you accordingly.

A “Defective Product” is one which contains a material imperfection in the manufacture or design that renders the product less acceptable, useful or safe than reasonably expected, under the circumstances. A product is in a defective condition if it is dangerous to the user or to consumer, when used in the prescribed way and/or for the purpose for which it was manufactured or designed.

The product must be defective in itself (due to manufacture or design fault) and not damaged due to inappropriate use.

When returning a product after the 7 day standard returns period, a customer must provide full reasons for alleging that the product is defective, including stating how the product was utilised during the period that it was in the customer’s possession.

REFUNDS

Refunds will be made to the same form of payment originally used for the purchase within 15 days. Please note that refund payment times are dictated by the issuing bank and are outside our control. Please consult your bank for more information.

For orders payed for with Cash on Delivery (COD), refunds will be issued through bank transfers only. Our Customer Care will reach out to you for your bank details, namely the bank account holder name, bank name, branch and IFSC code. We will never request any other bank or card details. If you receive an email claiming to be from Levi's® asking you to do so, do not respond and contact our Customer Care team immediately.

Please note that we are unable to issue refunds through cash or cheque.

If an item is returned that does not comply with our Returns Policy, we will not approve and process the refund. We reserve the right to not return an item which does not comply with our Returns Policy. Please contact our Customer Care team to enquire about the validity of your return if you are unsure.

ITEM DAMAGED DURING SHIPMENT

If you received an item which is damaged upon arrival, please contact our Customer Care team immediately. You have the right to a full refund on all shipments that arrive damaged provided you inform us within 1 week of receiving the package.

To return an item, please follow the Return Instructions. Once the item is received we will assess and validate. If approved, we will refund the purchase price of the damaged item.

EXCHANGE

To request an exchange please click here. Please note exchanges will only be accepted if item is the incorrect size or damaged on delivery. The shipping of your first request will be free, thereafter costs will apply.

Please see our return policy for more information.

IN-STORE RETURNS AND EXCHANGE

Products bought on Levi.SA cannot be returned or exchanged at our retail stores. Please follow our online return process.

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