Returns & Replacements

Overview

At Instok, we are committed to delivering premium, carefully curated products and ensuring customer satisfaction. If something is not right with your order, we are here to help.

We understand that online shopping requires trust, and we aim to make the returns and replacements process as simple and transparent as possible while maintaining fair policies for all customers.

Please review the information below before submitting a return or replacement request.

Refunds

Refunds may be issued where applicable once the returned product has been received, inspected, and approved.

Approved refunds will be processed to the original payment method within 7–14 business days.

Please note:

• Refunds are only issued for eligible products
• Shipping costs are non-refundable unless the error was caused by Instok
• Items returned in damaged or used condition may not qualify for a refund

Late or missing refunds

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@instok.co.za.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We offer exchanges for products that arrive:

• Damaged
• Defective
• Incorrectly delivered
• Missing parts or accessories

To request an exchange, customers must contact us within 48 hours of delivery and provide:

• Order number
• Photos or videos of the issue
• A brief explanation of the problem

Once reviewed and approved, we will arrange a replacement where applicable.

Returns

Returns can be requested within 7 days of receiving your order, provided that:

• The product is unused and in its original condition
• Original packaging, accessories, manuals, and tags are included
• Proof of purchase is provided
• The item does not show signs of wear, misuse, or damage after delivery

Certain products may not qualify for returns due to supplier restrictions, hygiene concerns, or special-order requirements.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

Customers are responsible for return shipping costs unless:

• The incorrect product was delivered
• The item arrived damaged or defective
• The issue resulted from an error on Instok’s side

All approved returns must be securely packaged to avoid damage during transit.

We recommend using a trackable shipping method for all returns.

Need help?

If you have any questions regarding returns, refunds, or replacements, our support team is here to assist.

Email: support@instok.co.za
Support Hours: Monday – Friday, 09:00 – 20:00
Response Time: Within 24–48 hours