Hip Hop returns policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it or credit your account, subject to the terms below.

  1. Exchanges of items

In general, you can exchange a product for a different size or garment at no charge, provided: 

  • it is undamaged and unused, with the original labels and stickers still attached; 
  • it is not missing any accessories or parts;
  • it is not listed in section “Products not eligible for return”
  • the size was determined by using the sizing app but was not correctly advised on this app

In case the sizing app was not used to determine the size of the garment, the product will be exchanged free of charge, but the courier costs will be for the purchaser’s account.

Fashion and footwear products can be exchanged for a different size or product provided that such variation is available, and is available at the same price as the product originally purchased. In such a case, we will collect the product from you and deliver the requested product to you at no charge. If such variation is not immediately available, we will credit your account with the purchase price of the product (or refund you if that is your preference) within 8 days of you logging the return. 

  1. Not what you ordered?

If we accidentally deliver the wrong product to you or if the product is not as described on the Website (or if it is missing any accessories), please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will, deliver the correct product to you as soon as possible (if the correct product is available) free of charge; or credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference) if the product is not available. 

  1. 3.  Products not eligible for returns

The following products are not eligible for a refund, exchange or credit:

  • electronic vouchers;
  • intimates, lingerie, swimwear, bodysuits or underwear;
  • beauty products, fragrances or sanitizers which have been used;
  • masks and other COVID-19 related products

Should you return a non-returnable Product, we shall not be obliged to accept your return. We shall reject the return and make the same available for collection from our warehouse at your cost. Should the Product not be collected within 1 month from notice to collect, we will have no alternative but to destroy the Product for public health reasons.


*Special conditions apply in respect of returns of defective products

  1. 4.  Products damaged on delivery

Should a product be damaged at the time of delivery / collection, please notify us of such delivery / collection by logging a return on the Website. 

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, repair / replace the product as soon as possible (if such repair / replacement is possible) free of charge or credit your account with the purchase price of the product (or refund you if that is your preference) if the product is not available. Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.

  1. 5.  Defective products

We do our best to ensure that the products we deliver to you are of a high quality and without defects. 

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

Should a product be found defective, please notify us of such case. Our customer service team will evaluate the case and approve or decline the claim. In case the claim is approved, the product will be collected free of charge. Once we have inspected the product and validated your return, we will, repair / replace the product as soon as possible (if such repair / replacement is possible) free of charge or credit your account with the purchase price of the product (or refund you if that is your preference) if the product is not available.

The following will NOT be regarded as defects and will not entitle you to a return under this section 5: 

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorised alterations to the product; and
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
  1. Criteria to return an item:
  • Return must be logged within 3 working days of the item being delivered
  • The item is in a re-sellable condition
  • The item being returned qualifies for return
  • The item is in its original packaging, with labels attached

The only non returnable items that we will accept are:

  • Defective Product or
  • Incorrect Product delivered, provided that it is in it's original packaging with all labels attached.
  1. Return process:
  2. Log a return on our website within 3 working days of the order being delivered. Please login to our Return Centre to log your return:  https://www.hiphopfacemasks.co.za/a/returns
  3. We require that promotional free gifts, received with purchases, are returned to us when the purchased item is returned. Please ensure that you log a return for the free gift to ensure that your returns are processed speedily.
  4. Once your return has been logged you will receive an email to confirm if your query has been approved or declined
  5. In case the return has been approved, you will receive an email to confirm that our courier partners will contact you to arrange collection.
  6. Pack the product in its original packaging (if you still have it), and into a shipping box or other packaging to protect the products during transit.
  7. Please include the return reference number in the parcel so that we can easily identify your return.
  8. Collection and return to our warehouse can take up to 4 working days for Main centres and 8 working days for Outlying/Regional areas from date of logging return.
  9. Once the returns have reached our warehouse, each of the items in your return will be inspected before the return is processed and the refund initiated.
  10. You will receive an email notification once your return has been received at our warehouse.
  11. Once your returned product has been validated by the quality team, your account will be credited, unless you have requested a replacement or an exchange.
  12. Once your account has been credited, you can use the credit towards other purchase on the website.
  13. Alternatively, once you have received confirmation that your account has been credited, you can request a refund instead of the credit.
  14. No refund on shipping fees unless the product was damaged and could not be replaced
  15. No EFT refunds are given on gift vouchers. Another voucher will be issued to you.
  1. 8. Vouchers & Coupons

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).

Where you have used a Fixed Coupon to pay for an order, and you log a return of one or more products for a credit in accordance with this Policy, the value of the Fixed Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Hip Hop may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Where you have used a Percentage Coupon to pay for an order, and you log a return of one or more products for a credit in accordance with this Policy, the value of the discount received using the Percentage Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Hip Hop may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).