Refund, Returns & Exchange Policy
Last Updated: 25 August 2026
At Niqabella, we want every customer to be happy with their purchase. We carefully inspect and package our products before dispatch. Please read the following policy carefully before placing an order.
- Inspect Your Order Upon Delivery
Customers are required to inspect their order as soon as reasonably possible after receiving it.
Please check:
- That you received the correct item.
- That the item is the correct size, colour and style ordered.
- That the item has not been visibly damaged during delivery.
- That all embellishments, Swarovski/crystal details, zips, stitching and other components appear to be in good condition.
If you notice any issue, please contact Niqabella as soon as reasonably possible and provide clear photographs and/or videos of the issue.
Prompt reporting helps us investigate and resolve problems efficiently.
- Defective or Damaged Items
Niqabella will assess any reported defect or damage to determine whether it is a genuine manufacturing defect, a delivery-related issue, normal wear and tear, or damage resulting from use or handling.
Examples of issues that may not be considered manufacturing defects include:
- Normal wear and tear.
- Damage caused after the item has been worn.
- Pulling, snagging or tearing caused during use.
- Damage caused by washing, ironing, cleaning or improper care.
- Damage caused by alterations or modifications made by the customer or another person.
- Damage caused by misuse, negligence or improper handling.
- Damage caused by accidental incidents after delivery.
- Damage to embellishments resulting from normal use where there is no manufacturing defect.
Niqabella may request photographs, videos or the return of the item for inspection before determining the appropriate remedy.
Nothing in this policy limits any statutory rights that a customer may have under applicable South African consumer law.
- Fabric, Zips, Stitching & Swarovski/Crystal Embellishments
Our garments and accessories may contain delicate fabrics, zips, stitching, Swarovski/crystal embellishments and other decorative components.
Customers are responsible for taking reasonable care of their purchases and following any care instructions supplied with the product.
Niqabella does not provide a separate guarantee against ordinary wear and tear, accidental damage or damage resulting from incorrect care, washing, ironing, alterations, snagging or use.
Where a customer reports an issue with fabric, stitching, a zip or Swarovski/crystal embellishment, Niqabella will assess the circumstances and determine whether the issue appears to be a manufacturing defect or damage occurring after delivery.
- Change of Mind
Niqabella does not offer refunds or exchanges simply because a customer:
- No longer wants the item;
- Has changed their mind;
- Ordered an incorrect size;
- Does not like the colour or style after receiving it;
- Finds another item they prefer; or
- No longer wishes to keep the item.
This does not affect any statutory right a customer may have under applicable South African law.
- Worn or Used Items
Customers should inspect their items before wearing them.
Once an item has been worn, any subsequent claim will be assessed to determine whether the reported issue is a genuine manufacturing defect or damage resulting from use.
Niqabella will not accept responsibility for ordinary wear and tear or damage caused by incorrect use, washing, cleaning, alterations, snagging, accidents or failure to follow care instructions.
Opening a package and inspecting an item does not by itself constitute wearing the item. Customers should, however, avoid wearing, washing, altering or otherwise using an item if they believe it may have a defect.
- Sale & Promotional Items
Sale and promotional items are not eligible for change-of-mind returns or exchanges.
This means that customers cannot request a return or exchange simply because they no longer want a sale item, selected the wrong size or changed their mind.
However, this exclusion does not remove or limit any statutory rights a customer may have where an item is defective, unsafe, incorrectly supplied or otherwise subject to a remedy required by applicable South African consumer law.
- Unwanted Items
Niqabella does not purchase, resell or sell items on behalf of customers who have purchased an item from us and subsequently decide that they no longer want it.
If you no longer want an item, please note that Niqabella is not responsible for reselling the item on your behalf.
- Refunds
Where a refund is legally applicable and approved by Niqabella, the refund will be processed using the applicable payment method and according to the relevant payment provider’s processing procedures.
Refund processing times may vary depending on the payment method and financial institution.
Niqabella will communicate with the customer regarding the approved refund and any information required to process it.
- Courier & Delivery Costs
Courier charges are separate from the price of the product.
Where a customer requests a return or exchange for a reason that is not due to a defect, incorrect item supplied or another circumstance where Niqabella is legally responsible for the return, the customer may be responsible for applicable return and/or delivery costs.
Where applicable South African consumer law requires Niqabella to bear return or delivery costs, those statutory requirements will apply.
- Return Procedure
Customers who believe they have received a defective, damaged or incorrect item should contact Niqabella before sending the item back.
Please provide:
- Your order number;
- Your name and contact details;
- A description of the issue; and
- Clear photographs and/or videos showing the issue.
Niqabella may request that the item be returned for inspection.
Please do not send an item back without first contacting Niqabella and receiving return instructions.
- Inspection of Returned Items
All returned items may be inspected before a return, replacement or refund is approved.
The inspection is intended to determine the nature and cause of the reported problem.
If the item is found to have been damaged through misuse, negligence, alteration, washing, incorrect care, accidental damage or ordinary wear and tear, the reported issue may not qualify as a manufacturing defect.
- Statutory Consumer Rights
This policy is intended to explain Niqabella’s procedures and does not exclude, restrict or waive any rights that consumers may have under the Consumer Protection Act 68 of 2008, as amended, or any other applicable South African law.
Where applicable law provides a customer with a right to return defective or non-conforming goods and obtain an applicable remedy, those legal rights will apply.
- Contact Niqabella
For any return, exchange or refund enquiry, please contact Niqabella through the contact details provided on our website.
Please include your order number when contacting us so that we can assist you as quickly as possible.
Niqabella reserves the right to inspect products and assess reported issues in accordance with this policy and applicable South African consumer law.