Return & Exchange Policy – Sober Design House

At Sober Design House, we value our customers and want you to be fully satisfied with your purchase. Please read the following carefully to understand our policy on returns, exchanges, and refunds.

1. Online Sales

Our return policy is effective for 14 days since receiving your product. To be eligible for a return, your item must be unused, in the same condition that you received it, and it must also be in the original packaging. For refunds (if applicable), please send an email to info@soberdesignhouse.com with your full name, order number, item description and the reason for your return.
The customer is responsible for the cost of the return costs of R250.00 (courier charge) that must be deposited into our account before the exchanged item to be delivered back to you. Banking details will be provided via email.  
Return requests for orders received and delivered after 14 days will be politely declined. We hope you understand. If 14 days have gone by since your order has been delivered, unfortunately we can’t offer you an exchange or a refund.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed right away and a credit will automatically be applied to your credit card (or original method of payment) within a few days- depending on your bank.
Please make sure to read our item descriptions carefully. Please bear in mind that photo may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display.
Every once in a while an issue may occur with an order. We are all only human! If this is the case, we are happy to assist you in any way we can. If the problem occurred as a result of an error on our part, we are more than happy to replace or refund the item.
Our Responsibility
• Faulty Product: If the product has a manufacturing defect.
• Wrong Item Sent: If we send you the wrong product, color or size.
Your Responsibility. Understandably you might have made a mistake. If any of these are the case, it’s up to you to sort things out and unfortunately we cannot refund your item.

For example:

Incorrectly Provided Address: If you made an error in the address. We are not responsible for orders not received due to incorrect shipping addresses entered by the customer at time of purchase.
Return / Exchange Process
If you believe an error has occurred due to a mistake on our part, first of all please accept our sincerest apologies! Your satisfaction is of the highest importance to us! We are happy to replace or exchange any items that we missed the mark on.
Exchange Request Instructions
Please follow these instructions for Return Request:
1. Take a photo of the problem – If the problem is size, please use a ruler.
2. Send an email with the subject line “Order # “Your Order Number” Replacement Request” to Support Email.
1 Please include the following:
2 - The photo(s)
3 - A specific description of the issue
4 - The Order Number - If there are multiple products in and
5 - Our support team will respond within 1 business day and
return Instruction will be provided All orders are guaranteed for delivery. If orders are not received due to circumstances beyond our control, a replacement item will be ordered. The replacement item will be shipped to the original Shipping Address listed at the time the original order was placed.
Refunds will not be granted if the customer ordered the incorrect size/color/quantity etc. We ship the exact item(s) that you select at time of purchase. If you require a change to your order, please email us ASAP and we will try our best to accommodate your request. If your order has already been processed or shipped, we cannot make changes to your order, and a refund will not be granted.
Items received that are defective or damaged will be replaced with the same item free of charge. We also provide full refunds in instances of defective or damaged goods.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support email.

OPENING HOURS
Monday - Friday 10.00-16.00
Saturday 11.00-15.00
No Public Holidays.
CONTACT US
• 067 794 7109
• info@soberdesignhouse.com

2. Purchases from Boutiques & Stockists

- If you purchased your item from one of our partnered boutiques or stockists, all returns, exchanges, and refund requests must be directed to the store of purchase in line with their policies.
- Defected garments must also be reported directly to the boutique or stockist where the purchase was made, not to Sober Design House.
- Sober Design House is not responsible for resolving returns, exchanges, or defect queries on items purchased outside of our official online store.

3. Non-Returnable Items

- Sale items and gift vouchers are non-refundable.
- Custom-made or altered garments cannot be returned or exchanged.

Sober Design House – Online Voucher Terms and Conditions

These Terms and Conditions govern the use of online vouchers (“Vouchers”) issued by Sober Design House (Pty) Ltd (“Sober Design House”, “we”, “us”, “our”). By purchasing, receiving, or redeeming a Voucher, you agree to be bound by these Terms and Conditions.

1. Validity

1.1 The validity period of each Voucher shall be determined and set by Sober Design House at the time of issue.
1.2 Expired Vouchers will not be accepted or extended.

2. Redemption

2.1 Vouchers are redeemable exclusively on the official Sober Design House online store: www.soberdesignhouse.com.
2.2 Vouchers may be used as full or partial payment for goods. Where the purchase price exceeds the Voucher value, the balance must be settled using an accepted payment method.
2.3 Unless otherwise stated, each Voucher is valid for a single redemption transaction only. Any unused balance shall be forfeited.

3. Restrictions

3.1 Vouchers are not exchangeable for cash, credit, or any other form of value.
3.2 Vouchers cannot be used to purchase other vouchers.
3.3 Vouchers may not be applied to discounted, sale, or promotional items, unless expressly permitted by Sober Design House.

4. Transferability and Security

4.1 Vouchers are issued to the purchaser or designated recipient and are not transferable.
4.2 The Voucher code is unique and must be safeguarded by the holder. Sober Design House accepts no liability for lost, stolen, damaged, or unauthorised use of Vouchers.

5. Refunds and Cancellations

5.1 Vouchers are non-refundable once purchased.
5.2 In the event of an order cancellation or return of goods purchased using a Voucher, any refunded value will be re-issued in the form of a replacement Voucher. No cash refunds will be made.

6. Fraud and Misuse

6.1 Sober Design House reserves the right to reject any Voucher suspected of being obtained fraudulently or used in an unauthorised manner.
6.2 Any attempt at duplication, resale, or fraudulent use of Vouchers shall render the Voucher void and may result in civil and/or criminal liability.

7. Amendments

7.1 Sober Design House reserves the right to amend these Terms and Conditions from time to time, without prior notice. Such amendments shall not affect Vouchers already issued prior to the amendment date.

8. Governing Law

8.1 These Terms and Conditions shall be governed by and construed in accordance with the laws of the Republic of South Africa.
8.2 Any disputes arising hereunder shall be subject to the exclusive jurisdiction of the courts of South Africa.

9. Contact Information

For any queries or assistance relating to Vouchers, please contact Sober Design House at:
Address: 1st Floor, Morkel House, 31 Voorhout Street, New Doornfontein, Johannesburg, 2094
Telephone: +27 67 794 7109
Email: info@soberdesignhouse.com
Website: www.soberdesignhouse.com