Return & Refund Policy

Last Updated: [2025-08-24]

Thank you for shopping at Long Leaf. We are committed to delivering high-quality products and ensuring your complete satisfaction. Please read this policy carefully before making a purchase, as it outlines your rights and obligations regarding returns and refunds.

1. Eligibility for Returns

To be eligible for a return, your item must be:

• Unused and Unworn: The item must be in the same condition that you received it. It must be unworn, unwashed, and without any damage.
• Original Packaging: The item must be in its original packaging with all tags and labels attached.
• Time Frame: You have 10 days from the date of delivery to request a return.
• Proof of Purchase: You must provide a receipt or proof of purchase (your order number).

2. Non-Returnable Items

Certain types of items cannot be returned for hygiene, safety, or customization reasons:

• Final Sale Items: Items marked as “Final Sale,” “Clearance,” or with similar designation on the product page.
• Damaged goods due to misuse: Products damaged after delivery due to customer misuse.

3. Return Process (3 Simple Steps)

Step 1: Contact Us
Do not ship the item back to us without prior authorization. Within the 10-days window, please contact our customer service team at [sales@longleaf.co.za] with your:

• Order Number
• Product Name
• Reason for return

Step 2: Get RMA Authorization
Our team will review your request. If approved, we will issue you a Return Merchandise Authorization (RMA) number and provide our secure return warehouse address. Returns without an RMA number will not be accepted.

Step 3: Ship the Item
Securely pack the item in its original packaging, include the RMA number inside the package, and mail it to the address we provided.

Important for International Returns:

• Use a Trackable Service: We highly recommend you use a tracked and insured shipping service. We cannot be responsible for return parcels lost in transit.
• Customer is Responsible for Shipping Costs: Unless the return is due to our error (see section 4), you are responsible for paying the return shipping costs. These costs are non-refundable.

4. Return Shipping Costs & Duties

• Our Mistake (We Pay): If the return is a result of our error (e.g., you received a defective, damaged, or incorrect item), we will provide a pre-paid shipping label or reimburse your reasonable return shipping costs.
• Your Change of Mind (You Pay): For returns based on change of mind, size, or color, the customer is responsible for all return shipping charges, including any potential customs duties or import taxes incurred when shipping the item back to us. We cannot label these duties as “returns” for customs, so they are often applied.

5. Refunds

• Inspection: Once we receive and inspect the returned item, we will notify you of the status of your refund.
• Processing Time: If approved, your refund will be processed within 7 -10 business days.
• Payment Method: The refund will be automatically applied to your original method of payment. Please note that depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear on your statement.
• Partial Refunds: Partial refunds may be granted if the item is not in its original condition, is damaged, or is missing parts for reasons not due to our error.

6. Exchanges

We currently only accept returns for refunds. If you need a different size or color, please process a return for a refund and place a new order for the desired item. This is the fastest and most efficient method for international customers.

7. Damaged or Defective Items

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, please contact us immediately at [sales@longleaf.co.za]. We will evaluate the issue and, if applicable, arrange for a replacement or refund at no extra cost to you. We may require photo or video evidence to process your claim efficiently.

8. Contact Us

If you have any questions about our Returns & Refunds Policy, please contact us:

• Email: [sales@longleaf.co.za]
• Response Time: We strive to respond to all inquiries within 48 business hours.

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Why This Policy Works for Cross-Border E-commerce:

• Clear Time Frame: 30 days is standard and reasonable.
• RMA Number: This is crucial for logistics. It helps you track which return belongs to which order and prevents unauthorized returns.
• Emphasis on Shipping: It clearly states that the customer pays for return shipping for “change of mind” returns, which is critical for international stores where shipping can be very expensive.
• Manages Expectations: It explains the refund processing time and the potential delay from banks.
• Addresses Customs: It explicitly mentions that customers are responsible for any return duties/taxes, a common and painful point of confusion in cross-border returns.
• No Exchanges: For international shipping, processing exchanges is a logistical and financial nightmare. Encouraging a refund and a new order is much simpler and often faster for the customer.
• Professional Tone: It protects your business while being fair and transparent to the customer.