Refund policy

Returns & Exchanges Policy

Last updated: 18 November 2025

This Returns & Exchanges Policy applies to all purchases made on Phelan.co.za and should be read together with our Terms of Service. It is designed to be consistent with the South African Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Supplier details
Phelan Footwear (Pty) Ltd ("Phelan Footwear", "we", "us", "our")
51 Lourens Street, Somerset West, Western Cape, 7130, South Africa
Email: shop@phelan.co.za

1. Your rights in terms of South African law (in plain language)

Under South African consumer law you may, in certain circumstances:

  • Return defective or unsafe goods within 6 months of delivery for a repair, replacement or refund, at your choice, where the goods fail to meet the required standard of quality, durability or safety (CPA implied warranty of quality).
  • Cancel certain electronic transactions (including most website purchases) within 7 days of receiving the goods or concluding the agreement, for any reason and without penalty, other than the direct cost of returning the goods (ECTA 7-day cooling-off).
  • Cancel agreements that result from direct marketing within 5 business days of the transaction (CPA direct marketing cooling-off).

In addition to these statutory rights, Phelan Footwear offers the 14-day returns and exchange policy described below for standard, non-sale items.

2. Our 14-day change-of-mind & size exchange policy

We want you to love your Phelan pair. For most full-price items purchased online, we offer a 14-day change-of-mind and size exchange policy.

You may request an exchange, store credit or refund (for non-sale items) if:

  • You contact us within 14 days of delivery by emailing shop@phelan.co.za; and
  • The shoes are returned to us within a reasonable time thereafter in:
    • Unworn condition (tried on indoors only);
    • Resellable condition, with no creases, scuffs, stains, dirt or odours; and
    • The original Phelan shoebox, tissue paper, inserts and any accessories or gifts.

What we can offer (non-sale items):

  • Exchange for a different size of the same style (subject to stock); or
  • Exchange for a different style, with any price difference payable or refundable; or
  • A refund to your original payment method; or
  • Store credit for use on Phelan.co.za.

Return courier costs:
For change-of-mind or size exchanges, you are responsible for the cost of sending the shoes back to us and (where applicable) for the courier cost of shipping the replacement pair, unless we made an error on your order.

3. Sale items and promotions

  • For sale or promotional items, we are happy to assist with size exchanges where stock allows.
  • We do not offer change-of-mind refunds on markdown or sale items.
  • However, if a sale item is defective or not as described, your full CPA rights still apply – you may return it within 6 months of delivery for a repair, replacement or refund as described in section 4 below.

4. Defective, faulty or not-as-described products (CPA 6-month warranty)

We work in small batches and take care with every pair, but if something does go wrong, we will honour your rights under the CPA.

4.1 What is a "defect"?

In line with the CPA, a defect generally means that the shoes:

  • Are unsafe or present a safety risk;
  • Are of poor quality or not durable for a reasonable period, given their nature and intended use; or
  • Do not perform in the way a reasonable consumer would expect, taking into account the description, price and typical use of the product.

The following are not treated as defects:

  • Normal wear and tear over time;
  • Damage caused by misuse, neglect or failure to follow care instructions (for example, water damage where the shoe is not designed to be waterproof, exposure to harsh chemicals, or unusual use);
  • Natural variations in leather such as minor marking or grain differences;
  • Fit preferences where the size or style is simply not to your liking (these fall under our 14-day change-of-mind policy, not the CPA defect warranty).

4.2 Your options for defective goods (within 6 months)

If your shoes are defective in terms of the CPA and this occurs within 6 months of delivery, you may choose any one of the following remedies, at our cost and subject to reasonable inspection:

  • Repair of the shoes; or
  • Replacement with the same or similar product, where available; or
  • Refund of the purchase price paid.

If we repair the shoes and the same defect recurs within 3 months after the repair, you may insist on a replacement or refund instead of another repair.

4.3 Wrong item, wrong size or not as described

  • If we deliver the wrong product, size or colour, or if the shoes do not reasonably match the description or photos on Phelan.co.za, please contact us as soon as possible after delivery.
  • We will arrange collection at our cost and either:
    • Send you the correct item; or
    • Offer an alternative or a refund if the correct item is not available.

5. ECTA 7-day cooling-off for online purchases

If your purchase from Phelan.co.za is an electronic transaction within the meaning of ECTA and no exception applies (for example, the item is not custom-made or personalised), you may cancel the transaction under the 7-day cooling-off period.

How it works:

  • You may cancel the transaction for any reason within 7 days of:
    • the date you receive the shoes; or
    • the date the agreement is concluded (for services).
  • You must notify us of the cancellation in writing by emailing shop@phelan.co.za.
  • You must return the shoes in their original condition and packaging. You are usually responsible for the direct cost of returning the goods, unless we agree otherwise or the CPA/ECTA requires us to cover it.
  • Once we have received and inspected the shoes, we will refund you the purchase price of the goods. Shipping fees on the original order are generally non-refundable, unless we were at fault or the law requires otherwise.

Our 14-day change-of-mind policy (section 2) is an additional store guarantee and does not limit your statutory cooling-off rights.

6. Custom-made or personalised orders

  • Certain items may be made or significantly adjusted to your measurements or clearly personalised. These will be flagged as such on the product page or during checkout.
  • For these custom or personalised goods, the ECTA cooling-off period may not apply, and we may not be able to accept change-of-mind returns.
  • However, your full CPA rights for defective goods still apply – you may return defective custom items within 6 months of delivery for repair, replacement or refund as described above.

7. How to log a return or exchange

To help us assist you quickly, please follow these steps:

  1. Email us: Send an email to shop@phelan.co.za with the subject line “Return / Exchange – Order [your order number]”.
  2. Include in your email:
    • Your full name and contact number;
    • Your order number;
    • Date of purchase and date of delivery;
    • Whether you are requesting a change-of-mind/size return, ECTA cooling-off, or CPA defect claim;
    • A brief description of the issue; and
    • Clear photos of the shoes and any defect or damage, where relevant.
  3. Wait for instructions: We will confirm which category your return falls into and provide:
    • Return courier options and the cost (if it is for your account); or
    • A pre-arranged collection booking (if it is for our account).
  4. Package the shoes securely: Please place the shoebox inside a protective outer box or sleeve so that courier labels and tape do not damage the original packaging.

8. Refunds – method and timing

  • Once we receive and inspect your return, we will confirm the outcome and, where a refund is due, process it to your original payment method or as store credit, as agreed or required by law.
  • Card and online payment refunds usually take 5–10 business days to appear on your statement, depending on your bank and payment provider.
  • Original shipping charges are generally non-refundable for change-of-mind returns. If the return is due to our error or a CPA defect claim, we may refund shipping as well, as required by law.

9. Returns that do not meet conditions

If returned shoes (for change-of-mind or size reasons) show signs of wear, damage, or are not in resellable condition, and there is no valid defect claim under the CPA, we may:

  • Decline the return and send the shoes back to you; or
  • Offer a partial refund or store credit at our discretion.

10. Questions and assistance

If you are unsure which rights apply in your situation, please contact us – we are happy to help:

Email: shop@phelan.co.za
Postal / return address:
Phelan Footwear (Pty) Ltd
51 Lourens Street
Somerset West
Western Cape
7130
South Africa