Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
Behind the Bars staff will inspect all returns. The return policy for orders sold by Behind the Bars is at the discretion of the brand. All items must be returned unworn/unused and in the same condition as when they were received in order for us to issue a full refund. In addition to the original packaging, all tags and labels should be attached.
Late Returns
We do not accept returns for unwanted items after the relevant returns period above.
Responsibility
Returned items are your responsibility until they reach Behind the Bars, so make sure they are packed up properly and can’t get damaged on their way.
As the parcel remains your responsibility until it arrives at our offices, address listed below. Please ensure that you obtain proof of postage in case you need to contact us about the return.
Behind the Bars is not responsible for any items that are returned to us by mistake (it happens!). If we are able to locate them (not always possible) and you would like these returned to you, we may ask you to cover the delivery cost.
Refunds
Please allow 5-7 working days for your return to be processed from the day we receive the parcel back with us.
Refusal of Delivery
If you choose to refuse delivery due to applicable duties, taxes, or custom charges, please be aware that be placing the order, you acknowledge and accept responsibility for these costs. Should you refuse the delivery, any associated return shipping costs will be deducted from your refund once returned items have been received.
Order Amendment/s
Sometimes you may want to change your address or realize that you have ordered the incorrect size etc. As soon as you realize this, please get in touch and advise us of this change.
Depending on the stage of your order is at, will determine whether or not we are able to amend your order on your behalf.
Once items are beyond the “picking” stage we are unable to amend your order, you will need to return your order once it has been delivered to you.
Insurance
Behind the Bars recommends that customers arrange for insurance protection to cover large order values.
Fair Use
Where we suspect fraudulent activity and/or we notice unusual or suspicious activity on your account, we may withhold issuing a refund and block your account. .
Such activity includes but not limited to: claims relating to orders not received, items missing, ordering and return loads, unusual patterns of returns activity; where we suspect someone isn’t just trying their items on but possibly wearing them for long period and then returning them; where we refuse multiple returns by you; or returning items worn/used and not matching your original order.
NOTE: Behind the Bars reserves the right to take legal action against you if the items you return do not match your order placed.
Wrong Item Received
Behind the Bars aims to always send you the correct item, however like every business; human error can occur and a genuine mistake can be made. This is a rare occurrence, if this does happen, return your item as normal and mark your return as “Wrong Item“.
Exchanges
Behind the Bars does not offer exchanges. All returns will be refunded once they arrive at the business location. Need an item in a different size or colour, all you need to do is place a new order and we will get to work.
Lost in Transit
If your goods are lost in transit, we will initiate a claim and investigation process promptly, this can take up to 14 working days.
If you have requested your item/s to be left in a safe location, with a neighbour, friend or family member or on your door step, your delivery and order becomes your responsibility.
Returns lost in transit are your responsibility. You will need to raise a claim with your nominated courier.
Faulty Items
Behind the Bars serves many customers, so it can happen on occasion.
Before returning your item, please contact us beforehand with an explanation of your issue, We also recommend you provide a photograph/s as a point of reference. You will then be personally advised how to proceed.
Did you buy from Behind the Bars?
There are many scammer sites out there, please contact us directly so we can attend to these matters. Please make sure you purchase directly from Behind the Bars. If you see something is too good to be true, it is likely a scam and we encourage you to contact us so we are able to validate this on your behalf.
Contact Details
Stuart Cowell: stuart@behindthebars.co.za / +27 60 504 1590