Returning or Exchanging a Product
At Burnt, we want you to be completely satisfied with your purchase. If you need to return or exchange an item, we've made the process straightforward and hassle-free.
Here’s how you can do it:
Option 1: Visit a Burnt Store
If you prefer a face-to-face interaction, you can return or exchange your item at any Burnt store. Just bring the unworn, unwashed item along with your digital invoice, which you received via email. Our friendly staff will be happy to assist you. You can find your nearest store here.
Option 2: Online Exchange or Return
For those who prefer convenience, you can book an exchange or return online through our courier service. Simply visit this link to get started. Follow the prompts to arrange for your item to be picked up and returned to us.
Please keep in mind that returns or exchanges must be made within 30 days of receiving your parcel. Unfortunately, we cannot accept any returns or exchanges after this period. Be sure to read our detailed returns and exchange policy for more information.
Important Things to Note
Burnt is not responsible for packages sent by customers for returns or exchanges. To ensure your package reaches us safely, we recommend using a trackable shipping service, such as our courier service.
Any duty, tax, or shipping costs incurred during the exchange or refund process are at the customer's expense and are non-refundable unless the item is deemed faulty by a Burnt representative.
Please be aware that we cannot control the processing time frames of banking institutions.
Sale and discounted items can only be exchanged for another product or a gift card.
You are entitled to one free exchange per order. Additional exchanges will incur a charge of R100 each.
Receiving Your Refund or Gift Card
Once we receive your returned parcel, we will process your refund within approximately 4 business days. Your gift card will be sent to the email address you used to contact us. If your return is for a non-sale item, we can offer a refund in the same form of payment you used for the purchase.
Please note, all returned products will be inspected upon arrival at our warehouse. If the items are not in their original condition with the packaging and swing tags attached, we reserve the right to reject the return and send the product back to you.
We hope this information helps make your return or exchange process as smooth as possible. If you have any further questions, feel free to reach out to our customer service team at [email protected], we're here to help!