AIR STUDIO Store and Online- RETURNS, EXCHANGES, REFUNDS & WARRANTY POLICY
Last updated: 29 October 2026
1. OUR COMMITMENT
We want you to be happy with your purchase. This policy is in line with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). Nothing in this policy limits your rights under these laws.
2. ONLINE ORDERS: 7-DAY COOLING-OFF
In terms of section 44 of the ECTA, you may cancel an online order and return the goods for any reason within 7 days of delivery, including items bought on sale. The item must be unworn, unused and returned in its original packaging with all tags attached. The direct cost of returning the item is for your account. Your refund will be processed within 30 days of us receiving the item.
3. CHANGE-OF-MIND RETURNS AND EXCHANGES (WITHIN 14 DAYS)
You may return or exchange a product within 14 days of delivery (online) or purchase (in-store), if:
- You have proof of purchase (till slip or order confirmation).
- The product is unworn, unused and in sellable condition.
- The product is in its original, undamaged packaging.
4. SALE AND PROMOTIONAL ITEMS
- Apart from the 7-day cooling-off right on online orders (section 2), items bought on sale or promotion are not eligible for refunds.
- Sale items may be exchanged within 14 days, subject to stock availability. Courier costs for these exchanges are for your account.
- This does not apply to defective items, which are covered under section 8.
5. EXCHANGES
- Exchanges are subject to stock availability.
- If the replacement product costs more, you pay the difference. If it costs less, you receive store credit for the difference.
- Exchanges for wrong size, fit or personal preference: courier costs are for your account.
- Exchanges for a defective or incorrect item sent by us: we cover the courier costs.
6. REFUNDS
- Refunds are processed on the Monday after the item is received and quality-checked in store.
- Refunds are paid by EFT only.
- For change-of-mind returns, return courier costs are for your account and the original delivery fee is non-refundable, except where the law requires otherwise.
7. DAMAGED OR INCORRECT ITEMS DELIVERED
If you receive a damaged or incorrect item, please email sales@airstudio.co.za within 7 days of delivery with your order number and photos. We will arrange collection and send the correct item at our cost, or give you a full refund, whichever you prefer.
8. WARRANTY AND DEFECTIVE PRODUCTS
8.1 We are a retailer. Air Studio is an authorised retailer, not the manufacturer of the products we sell. Warranty claims are assessed by the relevant brand or supplier's warranty team, who determine whether a product has a manufacturing defect. We will submit and manage your claim with the brand on your behalf, but the brand's assessment and decision are outside our control.
8.2 Your rights under the CPA. All products, from every brand we sell, carry the CPA's 6-month implied warranty. If a product has a manufacturing defect within 6 months of delivery, you are entitled to a repair, replacement or refund in terms of section 56 of the CPA, and we will cover the courier costs. We may rely on the brand's assessment to confirm whether a fault is a manufacturing defect, as opposed to wear and tear, misuse or damage.
8.3 Brand warranties beyond 6 months. Some brands offer their own warranty for longer than 6 months. These warranties are given by the brand, not by Air Studio, and the brand's terms, conditions and final decision apply. We will submit your claim and let you know the brand's outcome.
8.4 Timelines. Assessment times are set by the brand's warranty team and are outside our control. Most claims are finalised within 10 to 15 working days, but some take longer. We will keep you updated throughout and will not delay your claim on our side.
8.5 What is not covered:
- Normal wear and tear, including sole, tread, lining and insole wear.
- Misuse, neglect or accidental damage.
- Incorrect sizing or fit.
- Use outside the product's intended purpose.
- Machine washing, drying, heat or chemical damage.
- Products altered or repaired by someone else.
8.6 How to claim. Email sales@airstudio.co.za as soon as you notice the defect, with:
- Your order number or till slip.
- Clear photos of the fault and of the whole product, including the soles and inner labels.
Products must be clean, dry and hygienic. We may need the product sent in or dropped at a store so it can be inspected by us and/or the brand. If the brand finds no manufacturing defect, the product will be returned to you and the return courier cost will be for your account.
9. NON-RETURNABLE ITEMS
Unless defective, the following cannot be returned for hygiene reasons: socks, underwear, and earphones or headphones once the seal has been opened. This does not affect your 7-day cooling-off right where the law applies.
10. HOW TO RETURN AN ITEM
1. Email sales@airstudio.co.za with your order number, the item and the reason for the return.
2. Once approved, we will send you the correct store details for where to send or drop off the item.
3. Package the item securely. Items damaged in return transit due to poor packaging may be rejected.
11. IN-STORE PURCHASES
In-store purchases from our Sandton or Mall of Africa stores may be returned or exchanged within 14 days with the original till slip, subject to sections 3 to 9 above. Refunds are paid by EFT only. The 7-day cooling-off right applies to online orders only.
12. CONTACT US
Email: sales@airstudio.co.za
Sandton: 067 394 3597 | Mall of Africa: 064 678 6856
