Refund policy

Terms for Product Availability, Returns, and Refunds

Product Availability

At Denotomy, all items depend on availability. If something becomes unavailable, we’ll always try our best to secure it for you. If we can’t, we’ll let you know right away and issue a full refund within 7 days.

Proof of Purchase

To ensure we handle your return, refund, or exchange with accuracy and care, we’ll need to verify your purchase. A valid proof of purchase includes your order number, delivery address, purchase date, and item details allows us to resolve your request smoothly.

Incorrect or Damaged Items Received

If your order arrives damaged or differs from what you ordered, rest assured — we will take care of it.

Simply reach out to support@denonotomy.co.za or by text on WhatsApp, with your order number, and we’ll guide you through the process.

For any issues with incorrect or damaged items, please notify us within 48 hours of delivery so we can assist promptly.

Returns

If your order arrives damaged, defective, or not as expected - such as the incorrect size or colour — please let us know within 14 days of delivery.

You can contact us at support@denonotomy.co.za or by text on WhatsApp,

Please include:

  • Your order number
  • Your name and Delivery address
  • The item you would like to return
  • The reason for return
  • Photos of the item

From there, we’ll take care of everything. We can either replace the item, give store credit or arrange a refund, depending on what suits you best


Refund - What can you expect ?

Once your return is received and carefully assessed, we will process your refund.

You may choose one of the following options:

  • A refund (excluding shipping) back to your original payment method.
  • A store credit
  • An exchange for a different size/colour/product (any price differences and shipping fees will be communicated upfront)

To ensure a smooth process, returned items must:

  • Be clean and unused
  • Include original packaging and accessories
  • Be accompanied by valid proof of purchase

You’ll need to cover the shipping cost unless the item is faulty or not what you ordered. In those cases, we’ll handle the shipping cost for your replacement.

Refunds typically reflect within 7–14 business days, depending on your bank’s processing schedule.

Please note that custom-made and personalised pieces are final sale and cannot be returned or refunded unless a manufacturing fault is present. We take exceptional care with every order, and if an issue arises, we will make it right promptly.