Returns & Exchange Policy

Last Updated: August 2026 — Online Store Only

At LOCKD, we want you to love the fit and feel of every piece you order. If a size isn’t quite right, we’ve made returns and exchanges as simple as possible — within the conditions below.

Return & Exchange Window
You may request a return or exchange within 14 days of your order being delivered.

Eligibility Conditions
To qualify, the item must be:
– Unworn, unwashed, and unused
– In its original, resalable condition
– Returned with all original tags and hygiene stickers (where applicable) attached
– Returned in its original packaging where applicable

Items showing signs of wear, washing, marks, stains, odours, damage, or alteration will not be accepted.

How to Request a Return or Exchange
Contact the LOCKD team within 14 days of delivery with:
– Your name and order number
– The item you’d like to return/exchange
– Your reason for the return
– The replacement size required (for exchanges)

Do not send an item back before contacting us — all returns must be authorised first.

Shipping Costs on Returns & Exchanges
– Exchanges: LOCKD covers the cost of one free exchange courier collection per order, regardless of order value. A second or subsequent exchange on the same order will be charged at standard courier rates.
– Refunds (change of mind): the customer is responsible for return courier costs. Original delivery charges are non-refundable.
– Faulty, damaged, or incorrect items: LOCKD covers all courier costs, for both the return and any replacement, regardless of whether it’s an exchange or refund.

Refund Method
– Approved returns are refunded based on the actual price paid (including any discount applied at purchase) to the original payment method.
– Sale, clearance, and promotional items are exchange-only (for a different size) or store credit — not eligible for a cash refund, unless faulty.
– Please allow standard bank/payment provider processing time once a refund is approved.

Exchanges
– Subject to stock availability — we cannot guarantee your requested size will still be in stock when your return arrives.
– Exchanges are only processed once the returned item has been received and inspected.
– One free exchange courier collection per order, regardless of order value; additional exchanges are charged at standard courier rates.

Items That Cannot Be Returned or Exchanged
For hygiene reasons:
– Any item with a removed or broken hygiene seal/sticker
– Personalised, customised, or altered products
– Any item specifically marked non-returnable at checkout

This doesn’t affect your rights where an item is defective, per applicable South African consumer legislation.

Trying On Your Activewear
Please try items on carefully, ideally over your own underwear:
– Do not remove original tags or hygiene stickers
– Avoid makeup, deodorant, tanning products, or lotions contacting the garment
– Do not wash, exercise in, or alter the item before deciding on a return

Anti-Bracketing Policy
To keep this process fair and sustainable, the free exchange benefit applies to one size exchange per style, per order. If you’re unsure of sizing, please check our Size Guide before ordering — we’re also happy to help you choose a size before you buy.

Inspection
All returns are inspected on arrival. We may decline a return where the item:
– Has been worn beyond trying on, washed, or damaged
– Has marks, stains, or odours
– Is missing tags or hygiene stickers
– Has been altered or is not in resalable condition

If declined, we’ll contact you and the item will be returned to you.

Faulty, Damaged, or Incorrect Items
Contact us with your order number, a description of the issue, and photos where possible. Confirmed manufacturing defects or incorrect items will be replaced, repaired, or refunded in full, including original delivery costs, per South African consumer law.

Not considered a manufacturing defect: normal wear and tear, damage from incorrect washing/drying, misuse, snagging, or alterations.

Proof of Purchase
A valid LOCKD order number is required for all returns and exchanges.

Your Consumer Rights
Nothing in this policy limits your rights under the Consumer Protection Act or Electronic Communications and Transactions Act. Where legislation grants greater rights, the legislation prevails.

Need to Make a Return or Exchange?
Contact the LOCKD team within 14 days of delivery with your order number, and we’ll guide you through the process.