Returns, Exchanges & Refunds

Last updated: 4 September 2026

We want to make returns straightforward and help you find the right product.

Returns made simple

• Return eligible items within 30 days of receiving your order.
• Items must be unused, unworn and in their original condition and packaging.
• Return online purchases free at our Rosebank or George stores.
• If Xciter arranges collection, a R150 return courier fee applies.
• Your first size exchange on eligible full-price footwear purchased online is free.
• There is no return fee if an item is defective, damaged or incorrectly supplied.

How to return an item

Email info@xciter.co.za with your order number, the item you want to return and the reason. Please wait for our return instructions before sending it.

You can also return an eligible online purchase at:

• Rosebank: Shop SH11, The Zone, Regent Place, Cradock Avenue, Rosebank, Johannesburg, 2196
• George: Cradock Peak Street, Outeniqua Lifestyle Centre, George, 6530

Please bring your order confirmation, receipt or other proof of purchase.

Return conditions

If you changed your mind or chose the wrong size, the item must be suitable to be sold as new. It must be unused, unworn, unwashed and undamaged, with its original tags, accessories and packaging.

Footwear may be tried on indoors on a clean surface. Please do not wear it outdoors or train in it. Place the shoe box inside a protective bag or outer box, and do not tape or label the shoe box.

We may decline a change-of-mind return that does not meet these conditions or, where allowed by law, deduct a reasonable amount for damage or missing items. This does not apply to valid returns of defective, damaged or incorrectly supplied goods.

Return and exchange costs

• Return in store: Free at Rosebank or George.
• Use your own courier: You arrange and pay for tracked delivery. The parcel remains your responsibility until we receive it.
• Xciter collection: We can arrange collection for R150, deducted from your refund. This charge will never exceed the amount allowed by law.

The first size exchange on eligible full-price footwear bought online is free and includes one collection and one replacement delivery. A R150 courier contribution applies to sale or promotional-item exchanges and any further courier exchanges. In-store exchanges do not attract a courier fee.

Exchanges depend on stock availability. Any price difference will be charged or refunded. If the replacement is unavailable, you may choose a refund or store credit.

Defective, damaged or incorrect items

Damaged or incorrect deliveries

If your order arrives damaged, incomplete or different from what you ordered, contact us as soon as possible with your order number and, where helpful, photographs. Reporting delivery damage within 48 hours helps us act quickly but does not reduce your legal rights.

Xciter will arrange and pay for the return. You may choose a replacement or a refund. If a replacement is unavailable, we will refund you.

Defective items

If an item develops a defect within six months after delivery, contact us with your proof of purchase and details of the problem. Qualifying defective goods may be returned without penalty and at Xciter's risk and expense.

We may inspect the item to understand the problem. If the item is found to be defective under the Consumer Protection Act, you may choose a repair, replacement or refund. Xciter remains your point of contact throughout the process.

Normal wear and tear, accidental damage and misuse are generally not covered unless the underlying issue is caused by a product defect. If our assessment finds that the item is not defective, we will explain our findings and contact you before returning it. Any reasonable return courier cost will be agreed with you beforehand.

We aim to arrange collection within 2–5 working days and provide an update within five working days after receiving the item. Some technical assessments may take longer, but we will keep you informed.

Items we cannot accept for a change of mind

For health, hygiene and safety reasons, we cannot accept voluntary returns of:

• worn underwear or swimwear, or items with a removed hygiene seal;
• socks that have been tried on or removed from sealed packaging;
• opened or unsealed nutrition, food, supplement or hydration products;
• personalised, altered or specially ordered items where excluded by law; or
• gift cards, except where required by law.

These restrictions do not apply when an item is defective, unsafe, damaged or incorrectly supplied.

Refunds

We will inspect your return and confirm whether it has been approved. Approved refunds are paid to the original payment method wherever possible. We aim to process refunds within 7 to 14 business days after approval. Your bank or payment provider may take additional time to reflect the funds.

Eligible sale items may also be returned within 30 days. Refunds and store credit are based on the amount paid. Sale purchases retain the same legal protection against defects, damage and incorrect supply.

If you choose store credit, it will remain valid for at least the period required by South African law.

Your legal rights

This policy does not limit your rights under South African law. Where the Electronic Communications and Transactions Act applies, an online purchase may be cancelled within seven days after receipt without penalty, apart from the direct cost of returning the goods. If you relied on our advice when selecting a product for a particular purpose and it is unsuitable, please contact us promptly; qualifying goods may be returned within 10 business days as provided by the Consumer Protection Act.

Contact us

Email: info@xciter.co.za
Telephone: 010 443 0812