Returns & Exchanges Policy
At Sitaar, we want you to feel confident and happy with your purchase. If you need to return or exchange an item, please read the policy below.
1. Change-of-Mind Returns
South African Customers
South African customers may request a return or exchange within 5 calendar days of receiving their order, provided that the item meets all of the return conditions below.
International Customers
International customers may request a return or exchange within 10 calendar days of receiving their order, provided that the item meets all of the return conditions below.
Please contact us within the applicable return period before sending anything back. Returns sent without prior approval may not be accepted.
2. Return Conditions
To be eligible for a change-of-mind return or exchange, items must:
Be unworn and unused
Be in their original condition
Have all original tags and labels attached
Be free from makeup, perfume, deodorant, stains, pet hair or any other marks
Not have been washed, altered or damaged
Be returned in the original packaging where reasonably possible
For hygiene reasons, we cannot accept items that have been worn, washed or otherwise used.
We reserve the right to inspect returned items before approving a return or exchange.
3. Exchanges
If you would like to exchange your item for another colour, style or size, please contact us within the applicable return period.
Exchanges are subject to availability. If the requested item is unavailable, we may offer you an alternative or process a refund where applicable.
If there is a difference in price between the original and replacement item, the difference will need to be paid or refunded accordingly.
4. Return Shipping Costs
For change-of-mind returns or exchanges, the customer is responsible for the cost of returning the item to Sitaar.
For international returns, the customer is responsible for arranging and paying for the return shipment unless the return is due to an error on our part or another situation where applicable law requires otherwise.
We recommend using a tracked and insured shipping service, as Sitaar cannot be responsible for items that are lost or damaged while being returned to us.
5. Incorrect, Damaged or Defective Items
If you receive an incorrect, damaged or defective item, please contact us as soon as possible after receiving your order.
Please send us:
Your order number
A description of the issue
Clear photographs of the item and packaging where relevant
We will review the issue and assist you with the appropriate solution.
Nothing in this policy limits or excludes any rights you may have under applicable consumer protection law. In South Africa, qualifying defective or unsafe goods are subject to the consumer protections provided by the Consumer Protection Act.
6. Refunds
Once your returned item has been received and inspected, we will notify you whether your return has been approved.
If approved, your refund will be processed using the applicable refund method and, where possible, the original payment method.
Please note that original shipping fees are generally non-refundable for change-of-mind returns.
For international orders, customs duties, taxes, import charges and return shipping costs are not refundable by Sitaar unless otherwise required by applicable law or the issue was caused by Sitaar.
7. Sale Items
Sale items may be eligible for returns or exchanges under the same conditions above unless the product is specifically marked as final sale or otherwise stated on the product page.
Items marked as final sale cannot be returned or exchanged for change of mind, subject to your rights under applicable law.
8. How to Request a Return or Exchange
To request a return or exchange, please contact us at:
Please include:
Subject: Return/Exchange Request – [Order Number]
In your message, include your order number and let us know whether you are requesting a return or exchange.
We will provide you with the next steps.
9. Important Information for International Customers
International customers are responsible for ensuring that their delivery address is correct and complete.
Any customs duties, import taxes or other charges imposed by the destination country are the responsibility of the customer unless otherwise stated at checkout.
International returns may take longer to process due to shipping and customs.
10. Contact Us
If you have any questions about our Returns & Exchanges Policy, please contact us at:
We are always happy to assist our Sitaar Sisters.