Refund and Returns Policy – The Ballet Co
Effective Date: 2025/04/03
This Refund and Returns Policy outlines the conditions under which returns, refunds, and exchanges may be processed by The Ballet Co (“we”, “us”, “our”). We are committed to offering quality products and exceptional service while complying with the Consumer Protection Act (CPA) of South Africa and relevant e-commerce legislation.
1. Overview
We want you to be completely satisfied with your purchase. If for any reason you are not happy with the fit, size, or condition of your product, you are welcome to request a return, exchange or refund in accordance with the conditions below.
Our policy is valid for 14 calendar days from the date you receive your order. If 14 days have passed since delivery, unfortunately we can’t offer you a refund or exchange unless the product is defective or was supplied in error.
2. Returnable Products
Most products sold by The Ballet Co are returnable, provided they meet the following conditions:
The product must be unworn, unused, and in its original condition.
The product must have all original tags and packaging intact.
The item must be free of any odours, marks, or signs of use.
The following product types are generally returnable:
Ballet shoes (if unworn and unmarked)
Leotards, skirts, and uniforms (in original packaging, unworn)
Dance bags and unused accessories (excluding hygiene-sensitive items)
3. Non-Returnable Products
Certain items are strictly non-returnable due to hygiene concerns and the nature of the product. These items cannot be returned, exchanged, or refunded unless they are faulty or were supplied in error. This applies even if the packaging has not been opened.
The following items are non-returnable under all normal conditions:
Tights (including footed, footless, and convertible styles)
Hair accessories (e.g. clips, elastics, bun nets)
Underwear or dance undergarments
Customised or studio-branded apparel made to order
Sale or clearance items clearly marked as non-refundable
Please note: This policy ensures the hygiene and safety of our customers. We do not make exceptions unless required by law or where the item is confirmed to be defective.
4. Exchanges
If the item doesn’t fit or you’ve selected the wrong size, we are happy to offer a size exchange subject to stock availability. You must request an exchange within 14 days of delivery.
To qualify for an exchange:
The product must meet the return conditions in Section 2.
The replacement item must be the same product in a different size.
Important: Products listed as non-returnable (e.g. tights or hair accessories) cannot be exchanged for hygiene reasons.
Once we receive and inspect the returned item, we will confirm availability and dispatch the replacement.
5. Process for Returns and Exchanges
To initiate a return or exchange:
Email us at theballetcoapparel@gmail.com with the following:
Your order number
Reason for the return
Item(s) you wish to return or exchange
Photo(s) of the item if defective
Wait for confirmation and instructions before sending the item back.
Package the item securely and include your order number.
Send the return using a trackable courier service to the address provided by our team. We do not accept responsibility for items lost in return transit.
6. Return Shipping Costs
If the return is due to our error (e.g. wrong item sent, defect), we will cover the return shipping costs.
For size exchanges or change-of-mind returns, the customer is responsible for return shipping.
You may also be responsible for the cost of shipping the replacement item.
7. Refunds
Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund.
If approved, the refund will be processed to your original payment method within 5 to 10 working days. Processing times may vary depending on your bank or payment platform.
Refunds may be refused or reduced in the following cases:
Returned item is not in original condition
Item is damaged due to misuse
Item returned after the 14-day period (unless defective)
Item falls into the non-returnable category (e.g. tights or hygiene-sensitive items)
We do not offer cash refunds for items paid in cash or via manual EFT. These orders will be refunded via store credit.
8. Defective or Damaged Goods
In terms of Section 56 of the CPA, customers are entitled to return goods that are defective, damaged or not as described within six months of delivery.
In such cases, you may choose a:
Repair (free of charge)
Replacement (subject to availability)
Full refund (if the product cannot be repaired or replaced)
This guarantee does not apply to damage caused by misuse, failure to follow care instructions, or general wear and tear.
9. Late or Missing Refunds
If you haven’t received a refund after being notified:
First check your bank account again.
Then contact your bank or payment provider (it may take some time before your refund reflects).
If you’ve done all this and still have not received your refund, please contact us at theballetcoapparel@gmail.com.
10. Store Credit
In some cases, store credit may be offered instead of a refund. Store credit is valid for 12 months and can be used for any online purchase. Store credit cannot be exchanged for cash.
11. Contact Us
For any questions about this policy, please contact:
The Ballet Co
Email: theballetcoapparel@gmail.com
Website: https://www.theballetco.co.za
Last Updated: 2025/04/03
