Refund policy

At Good Elevation, every look is carefully curated by our human stylists to work together as a complete outfit. We want you to feel confident in your purchase and have made our returns process straightforward and trackable.

You may request a change-of-mind return within 7 calendar days of receiving your order, subject to the conditions below. This period does not limit your separate statutory rights concerning defective, damaged or incorrectly supplied goods.

1. RETURN ELIGIBILITY

For an ordinary change-of-mind return, your request must be submitted within 7 calendar days after delivery.

Items must be unworn, unused, unwashed and unaltered, with their original tags attached. You may try clothing on carefully to assess its fit.

Shoes should be tried on indoors on a clean surface. They must be returned without signs of outdoor wear, with their original shoe box and packaging where reasonably possible. Please place the shoe box inside protective outer packaging rather than attaching courier labels directly to it.

Include original product packaging where reasonably possible and provide your order number, receipt or other reasonable proof of purchase.

Items showing signs of wear, washing, alteration, stains, odours, misuse or damage after delivery may not qualify for an ordinary change-of-mind return. These conditions do not override statutory cancellation or defective-goods rights.

2. HOW TO LOG A RETURN

Begin by selecting “Log a Return” on the Good Elevation website.

Enter your order details, identify the item or complete look you wish to return, select the return reason and provide relevant supporting information. Clear photographs may help us assess damaged, defective or incorrectly supplied goods.

Submit your request for review. We will communicate the next steps and, where applicable, provide courier collection details, a return waybill or a shipping label.

If you cannot access the online return facility, email sboniso@goodelevation.co.za within the applicable return period. Include your order number and explain your request. A technical problem with the return facility will not prevent you from notifying us by email.

Please obtain return instructions before sending goods back so that we can identify and track your parcel. This administrative process does not remove a statutory right to cancel or return goods.

3. COMPLETE LOOK AND INDIVIDUAL-ITEM RETURNS

Good Elevation outfits are curated and sold as complete looks consisting of a top, a bottom and a pair of shoes.

You may request a return of the entire complete look or an individual item, provided the applicable return requirements are met.

For an entire-look return, include all three pieces and any accessories expressly included in the purchase.

For an individual-item return, we will explain the refund amount and how the purchase price has been allocated to that item before the return is finalised. Any allocation must be fair and consistent with the pricing information and terms disclosed when you purchased.

Where a genuine bundle or promotional discount applied, any adjustment must have been clearly disclosed at purchase and must be lawful. We will not introduce an undisclosed deduction or use an adjustment to penalise you for exercising a statutory right.

An individual defective, damaged or incorrectly supplied item may be assessed separately. We will not require the return of unaffected pieces unless reasonably necessary to complete the appropriate remedy.

4. RETURN SHIPPING COSTS

For ordinary returns arising from a change of mind, incorrect size selection, fit or personal preference, you may be responsible for the direct return courier cost.

Any applicable cost will be communicated before collection or dispatch. Any agreed deduction from a refund will be clearly explained.

Where the statutory online cooling-off right applies, only the direct cost of returning the goods may be charged.

Where Good Elevation has supplied defective, damaged or incorrect goods, we will arrange or cover the applicable reasonable return costs in accordance with the law.

Free delivery of your original order does not automatically include free change-of-mind return shipping. We will not retrospectively charge an undisclosed original delivery fee.

5. PACKING AND COURIER COLLECTION

Please pack returned goods securely to protect them during transport. Include the relevant order or return reference so that we can match the parcel to your request.

Return only the goods identified in your return instructions. Check that you have removed personal belongings from pockets and packaging.

If collection is arranged, ensure that the parcel is ready at the agreed address. If you need to change the collection details or miss a collection, contact us promptly.

Please retain the courier receipt, collection confirmation or tracking reference until your return has been resolved. Responsibility for goods in transit will be determined according to the applicable law and collection arrangement.

6. TRACKING AND INSPECTION

Tracking information will be provided where available once your return enters the courier process.

A tracking status showing “delivered” confirms arrival of the parcel and does not, by itself, confirm approval of an ordinary change-of-mind refund.

We will inspect returned goods promptly to confirm their identity, condition and the reported issue. We will then communicate the outcome and explain the refund, exchange or other remedy.

Inspection will not be used to delay or restrict a statutory remedy unlawfully.

If a return does not meet the applicable requirements, we will explain the reason and discuss the next steps with you before arranging any return shipment.

7. DAMAGED, DEFECTIVE OR INCORRECT GOODS

Please inspect your order after delivery and report any missing, damaged, defective or incorrectly supplied item as soon as reasonably possible.

Log a return using the relevant reason, or email sboniso@goodelevation.co.za. Where helpful, provide photographs of the goods, packaging and the issue.

The 7-day change-of-mind period does not apply as a limit on defective-goods rights.

Where the Consumer Protection Act applies, goods that fail to meet statutory quality requirements within six months after delivery may be returned without penalty and at our risk and expense. You may choose a repair, replacement or refund as provided by law.

We may reasonably assess the reported defect. A valid statutory remedy will not depend on the original packaging or tags still being available.

Damage resulting from misuse, unauthorised alterations or failure to follow reasonable care instructions will be assessed in accordance with applicable law.

8. SIZING AND FIT

Our human stylists curate complete looks, while technology and AI support recommendations based on your measurements, preferences and quiz responses.

Sizing can vary between brands, garments and footwear. Recommendations assist your selection but cannot guarantee an exact fit.

Please check available size guidance and keep your measurements up to date.

If an item does not fit as expected, you may request a return or size exchange within the ordinary return period. Where goods were incorrectly described or supplied, your separate statutory rights remain applicable.

9. EXCHANGES

If you require a different size or an alternative item, submit a return request and explain your preferred replacement.

Exchanges are subject to stock availability. We will confirm whether a direct exchange is possible and explain any lawful price difference or courier charge before proceeding.

Where a direct exchange is unavailable, we may arrange a return and refund so that you can place a new order.

We will not substitute a different item, colour or size without your agreement. An exchange option does not replace your right to a refund where the law entitles you to one.

10. ITEMS THAT MAY NOT QUALIFY FOR ORDINARY RETURNS

Ordinary change-of-mind returns may be declined where goods have been worn beyond careful fitting, washed, altered, misused or damaged after delivery.

Missing tags or packaging may affect eligibility under our ordinary return conditions, but will not automatically remove statutory rights.

Any hygiene-related exclusion must be lawful and clearly disclosed before purchase. We will not apply a blanket hygiene exclusion to ordinary clothing or footwear.

Gift cards are subject to their disclosed terms and applicable law. Nothing in this policy removes statutory rights relating to gift cards.

11. SALE, BUNDLE AND PROMOTIONAL PURCHASES

Sale, bundle and promotional purchases remain subject to applicable consumer rights.

Any special condition affecting an ordinary change-of-mind return must be clearly disclosed before purchase and must not override a statutory remedy.

If a partial return affects a genuine promotional discount, we will explain the calculation using the terms disclosed when you purchased. No undisclosed penalty or restocking fee will be imposed.

12. REFUNDS

Once returned goods have been received and any necessary assessment completed, we will notify you of the outcome.

Approved refunds will ordinarily be processed to your original payment method within 10 business days of approval, unless a shorter legal deadline applies.

Where the Electronic Communications and Transactions Act cooling-off right applies, the refund must be made within 30 days from cancellation. Our review and inspection process will not extend that deadline.

Your bank or payment provider may require additional time to reflect the funds after processing.

For a qualifying statutory online cooling-off cancellation, you are entitled to a full refund of the payment, subject only to the permitted direct return cost.

Any lawful deduction for an ordinary partial return will be explained. We will not issue store credit instead of a monetary refund without your agreement where you are entitled to a monetary refund.

If 15 business days have passed since refund approval and the funds have not appeared, email sboniso@goodelevation.co.za with your order and return reference.

13. ORDER CANCELLATIONS

If you wish to cancel an order, contact us promptly at sboniso@goodelevation.co.za.

If dispatch can be stopped, we will confirm cancellation and the applicable refund arrangements.

If the order has already been dispatched, we will explain how to return it. Dispatch does not remove any applicable statutory cooling-off right.

If we cannot fulfil your order because goods are unavailable, we will notify you and refund the amount due within the applicable legal period.

14. RETURN ADDRESS

The return address is:

Good Elevation
Design Quarter
128 Leslie Avenue
Fourways, 2191
South Africa

Please first log your return or contact us for instructions. We will confirm the correct receiving address and reference for your parcel.

Do not send goods to a clothing brand, supplier or another address unless we specifically instruct you to do so.

15. YOUR CONSUMER RIGHTS

This policy operates alongside the Consumer Protection Act, 2008 and the Electronic Communications and Transactions Act, 2002, where applicable.

For qualifying online purchases, the statutory cooling-off right generally allows cancellation without a reason or penalty within seven days after receipt, subject to the Act’s exceptions.

Our ordinary return conditions do not exclude statutory rights concerning defective goods, incorrect deliveries, misleading descriptions or other legally protected circumstances.

Nothing in this policy excludes, restricts or waives a right or remedy that cannot lawfully be excluded. Where legislation provides greater protection, that protection applies.

16. NEED HELP?

For assistance with logging a return, collection, tracking, an exchange or a refund, contact:

Good Elevation Group (Pty) Ltd
Trading as Good Elevation
Company registration number: 2026/372390/07
Email: sboniso@goodelevation.co.za
Website: www.goodelevation.co.za

Please include your order number and return reference, if available, so that we can assist efficiently.

17. THE RETURN PROCESS

Begin by selecting “Log a Return”, identify your order and the goods concerned, choose the return reason and submit your request.

We will review the request and provide instructions. Once the goods are collected or dispatched, retain the tracking details. After receiving and assessing the return, we will communicate the outcome and arrange the applicable refund, exchange or statutory remedy.