Return Refund & Exchange Policy

1. Passion HQ will accept returns:

While makes every effort to accommodate its users, consumers and retailers, our Returns Policy has to be one that is both reasonable and in strict accordance with the relevant aspects of the Consumer Protection Act of 2008 (CPA) and its regulations as amended.

The Consumer has a duty to ensure that the goods are inspected upon delivery, and to notify Passion HQ in writing within 24 hours of any major defects, damages or incorrectly supplied goods. Should the item be damaged, the item needs to be received by Passion HQ within (5 calendar days) in its original packaging, and upon receipt and inspection of the damaged item a final decision will be made by Passion HQ to offer either a replacement or store credit for the total cost of the item minus shipping costs and communicated to the consumer accordingly in writing.

If on receiving your order you are not delighted with your purchase, let our customer service team know within 24 hours of receiving your parcel.

If you have not used a product and found it to be damaged or faulty, we will replace, refund or repair the item, depending on the circumstance.

Passion HQ reserve the right to charge a 35% administration and restocking fee for returned orders.

Where goods have been incorrectly supplied. An example of this is where a user orders goods and receives goods that are substantially different from what was ordered. Passion HQ will then have the incorrect goods picked up and the correct goods delivered at no charge to the consumer.

Where the goods sold are materially defective. Materially defective means damaged to such an extent that the item is totally beyond repair, torn, factory fault means that the item can under no circumstances be repaired (this excludes minor miss-stitching of hems or seams of garments that can be re-stitched). Materially defective here excludes minor miss-stitching, scratches, dents, marks or defects which do not affect the usage or enjoyment of the goods.

Passion HQ reserves the right to inspect the goods once they have been returned before offering the consumer recourse on the matter, which will include

A store credit to the value of the goods OR A replacement of the goods

Passion HQ offers SIZE CHARTS with every item (which is “Unique” to that one specific item only and must not be regarded as a “General Size Chart”) To ensure our customers order the correct size we urge you to please ensure that you utilize the size chart provided and compare to your own body measurements to ensure you choose the correct size. All our items are shipped from international warehouses, factories & suppliers according to our shipping policy and therefore we WILL NOT be held responsible for incorrect sizes ordered and if you ordered the incorrect size and you would like a different size, you will have to place a new order on our online store for the correct size.

All refunds will remain at the discretion of Passion HQ.

Returns for swimwear/underwear/lingerie  WILL NOT be accepted due to hygienic reasons if your packaging has been opened and the seal is broken.

Gift cards, sale, clearance and discounted items are not eligible for a refund.

2. Passion HQ will not accept returns:

The consumer protection act (the “CPA”) specifically excludes “buyer’s remorse” and Passion HQ reserves the right to reject returns that are sought because the consumer has “changed his mind” or no longer wants the item after the purchase has been made

Where the goods have been damaged due to ordinary wear and tear or worn out in the ordinary course of use.

Where the goods have been purchased from other retailers and not Passion HQ

Where the goods fall into one of the following categories:

a) Underwear, sleepwear or lingerie,  swimwear.

b) Goods that have been personalized or custom made/ Incorrect sizes ordered by consumer / Incorrect Colour ordered by consumer.

c) Goods that have been specifically ordered for the Consumer and are not in ordinary stock. (ALL Imported Items)

d) Goods that may pose a health or safety hazard if returned or reused.

e) Earrings, including studs, piercings, hair pieces, attachments and other personal body items due to health and safety considerations.

f) Electronic goods, where such goods have been opened, tested or used due to the nature and sensitivity of electronic components.

g) Where any item was purchased for the use of promotion set for a specific time period and the purchased goods were or may not be delivered in the supplied delivery time specified on our shipping policy, an example of this is a photo shoot.

Where goods have been incorrectly supplied. An example of this is where a user orders goods and receives goods that are substantially different from what was ordered. Passion HQ will then have the incorrect goods picked up and the correct goods delivered at no charge to the consumer.

Where the goods have been wilfully damaged or have been damaged by the gross negligence of the consumer or retailer. Where the goods have been damaged by force majeure, or an act of god such as inclement weather, natural disaster, power failure, electrical surges or circumstances outside of Passion HQ control.

Passion HQ reserves the right to hold the consumer liable for delivery charges in the event of one or more of the above circumstances being the reason for return of the goods.

Cash refunds will be processed in 7 (seven) working days from date of refund being accepted and return validated. Refunds shall be made to the banking details or payment gateway from which the order was placed, or to the banking details provided to Passion HQ on signing up or account creation.

Returns are only applicable to customers within South Africa

No free returns are accepted outside of South Africa, ALL returns which are from outside of South Africa are at the consumers costs. Any exchanges are at the consumers cost

If a customer requests Cash refund and the basket value drops below the Free Shipping or Promotion validation price, Then the customer is liable for any charges deemed by Passion HQ

If a customer requests store credit and the value of the order drops below the Free Shipping total. We will issue you store credit less the shipping fee that was liable.

If the item sent is not a product purchased at Passion HQ then the customer is liable for all the transport charges that has and will occur.

Refunds that are requested after the 15th of December each year shall only be processed after the 15th of January that succeeding year as the admin accounts of Passion HQ are closed during this period.

3. Passion HQ Exchanges:

3.1 Passion HQ reserves the right not to process exchanges for any reason whatsoever, subject to sections 55 and 56 of the Consumer Protection Act of 2008, as amended.

3.2 Goods that are returned to Passion HQ shall be treated as returned items and a store credit shall be processed to the customer in lieu thereof.

Should a customer purchase goods which qualify for free delivery and subsequently requires an exchange for items less than R400.00, then that customer shall be liable for shipping charges as determined by Passion HQ.