Exchanges and returns

We want you to be happy with what you buy from Romens. If something is not right, bring it back to any of our stores and we will sort it out.

This policy explains when we will exchange an item, when we will refund it, and what your rights are under the Consumer Protection Act 68 of 2008 (“CPA”).

Nothing in this policy limits or replaces your rights under the CPA. Where this policy and the Act differ, the Act applies.

We are happy to exchange an item you have changed your mind about, provided that:

• you bring it back within [TO CONFIRM: exchange window — 30 days is the template default] of purchase;
• it is unworn, unwashed and unaltered, and in the condition you bought it in;
• the original tags and labels are still attached;
• the original packaging is included, where the item came in packaging; and
• you have your till slip or other proof of purchase.

You may exchange the item for a different size or colour, for something else of the same value, or for a credit note valid at any Romens store. If the new item costs more, you pay the difference; if it costs less, we issue a credit note for the balance.

A change-of-mind exchange is a courtesy we extend to our customers, not an obligation under the CPA. Refunds for change of mind are at our discretion.

For reasons of hygiene, or because the item has been made or changed specifically for you, we cannot exchange:

• underwear, socks and swimwear, where the packaging or hygiene seal has been opened;
• items that have been altered or tailored to your measurements;
• items that have been worn, washed, damaged, or are no longer in a saleable condition;
• items bought without proof of purchase.

This exclusion applies to change of mind only. If any of these items is defective, your rights under the CPA — set out below — still apply in full.

Sale, clearance and marked-down items may be exchanged on the same terms as items bought at full price, unless the item was clearly marked at the till as sold on a final-sale basis.

Where we sold you an item on the express basis that it was in a particular condition — for example a marked sample or a garment with a noted flaw — you cannot later claim on that specific ground, as section 55(6) of the CPA provides. Every other CPA right remains intact.

Section 55 of the CPA gives you the right to receive goods that are reasonably suitable for their purpose, of good quality, in good working order, free of defects, and durable for a reasonable period.

If goods fail to meet that standard, section 56(2) gives you six months from the date of delivery to return them, at our risk and expense, and you choose whether we:

• repair the item;
• replace it; or
• refund the price you paid.

The choice is yours, not ours, and we will not charge you for the return. If we repair an item and the same defect recurs within three months of that repair, we will replace the item or refund you, as section 56(3) requires.

Bring the item and your proof of purchase to any Romens store. If we need to send it to the supplier for assessment, we will tell you how long that is likely to take and keep you updated.

The CPA does not cover ordinary wear and tear, or damage you cause after purchase. We may decline a claim where the item has been:

• damaged by misuse, accident or neglect;
• washed or cleaned contrary to the care instructions on the garment label;
• altered or repaired by someone other than Romens or our approved tailor.

Fabrics behave differently — leather creases, linen wrinkles, wool pills, and dark denim can transfer dye. These are characteristics of the material, not defects. Our staff will happily explain how to care for a particular garment.

Where you are entitled to a refund, we refund the full price you paid, using the same method you paid with:

• Card purchases are refunded to the same card. Your bank may take a few working days to reflect it.
• Cash purchases are refunded in cash, or by EFT where the amount or store policy requires it.

We can only refund the card used for the original purchase, and we will ask for the cardholder to be present. Proof of purchase is required for every refund.

All three of our stores offer alterations. Where we alter a garment for you:

• we will confirm the work and the cost before we start;
• the garment cannot be exchanged for change of mind once altered;
• if the alteration is not done as agreed, bring it back and we will put it right at our cost;
• your CPA rights in respect of the garment itself are unaffected.

Please collect altered garments within [TO CONFIRM: collection period for altered garments]. We will contact you before that period ends.

If you received a Romens item as a gift, bring it in with the gift receipt or original till slip and we will exchange it, or issue a credit note in your name, on the terms set out above.

Without proof of purchase we cannot process an exchange, because we cannot confirm the price paid or the date of purchase.

Bring the item, with its tags and your proof of purchase, to any Romens store:

• Canal Walk — Shop 518, Upper Level, Canal Walk Shopping Centre, Century City, Cape Town, 7446 · 021 555 4993 · cw@romens.co.za
• Tygervalley — Shop 577, Tygervalley Shopping Centre, Willie Van Schoor Drive, Bellville Park, Cape Town, 7530 · 021 914 2122 · tv@romens.co.za
• Somerset Mall — Shop 64, Ground Floor, Somerset Mall, Somerset West, Cape Town, 7130 · 021 065 1763 · ssm@romens.co.za

You do not have to return to the store where you bought the item — any Romens store can help. If it is easier, phone the store first and we will tell you what to bring.

Trading hours and directions are on our Stores page.

If we cannot resolve a return or exchange to your satisfaction, please ask to speak to the store manager. If the matter is still unresolved, you may refer it to:

• the Consumer Goods and Services Ombud — www.cgso.org.za, 0860 000 272; or
• the National Consumer Commission — www.thencc.gov.za.

Our full website terms are set out in our Terms & Conditions.