Effective Date: 24 August 2026
Last Updated: 01 June 2026
At Connie M Personal Shopper, we want our customers to receive products that meet their expectations. This policy explains how we handle defective or incorrect products, size exchanges and other product-related concerns.
By placing an order with Connie M Personal Shopper, customers acknowledge and agree to the terms of this policy, subject to any rights provided under applicable South African consumer law.
1. Change-of-Mind Returns
Connie M Personal Shopper does not generally accept returns or exchanges simply because a customer has changed their mind, no longer wants the product or prefers a different product.
Where a customer changes their mind after purchasing an item, the customer may contact us to discuss the available options.
Where an alternative purchase is offered, the customer may be required to purchase another item from the same supplier, subject to stock availability and applicable pricing.
Any difference in value will be communicated to the customer and must be paid where applicable.
Nothing in this section limits any consumer rights that cannot legally be excluded under South African law.
2. Size Exchanges
We understand that clothing and footwear can fit differently depending on the design, material and manufacturer.
Customers may request a size exchange where the applicable product is eligible for exchange and the required replacement size is available.
Customers should be aware that:
- Some fabrics are stretchy while others have little or no stretch;
- Different manufacturers may use different sizing standards;
- Some items may have a naturally smaller or larger make;
- The same labelled size may fit differently across different styles or suppliers; and
- Product measurements and size charts should be considered before ordering where available.
A size exchange does not mean that every item will fit in the same way as another item of the same labelled size.
3. Exchange Eligibility
For an exchange to be considered, the item must generally be:
- Unworn;
- Unwashed;
- Unused;
- In its original condition;
- Free from stains, marks, odours or damage;
- Returned with original tags where applicable; and
- Returned with its original packaging where applicable.
The item must not have been altered, damaged or otherwise used after delivery.
All exchange requests are subject to assessment and approval.
4. White Clothing
White clothing is strictly non-returnable and non-exchangeable for fitting or change-of-mind reasons.
Customers are therefore strongly encouraged to confirm their preferred size before purchasing white clothing.
This restriction does not remove any rights a customer may have where the product is defective, incorrectly supplied or otherwise subject to a legally applicable remedy.
5. White Shoes
Customers purchasing white shoes are strongly advised to take precautions when checking the fit.
Customers should use either clean white socks, or a clean, clear plastic covering over the foot, when trying on white shoes.
This is intended to prevent stains, marks or other damage to the shoes.
Where a customer requests an exchange for white shoes, photographic evidence of the condition of the shoes may be required before the return is authorised.
The shoes will also be physically assessed once received.
An exchange will only be processed if the item is received in an acceptable condition and the exchange request is approved.
6. Reporting an Exchange
Customers have 48 hours from receiving their order to notify Connie M Personal Shopper of a fitting issue and communicate their intention to request an eligible exchange.
Customers should contact us within this period and provide:
- Their order details;
- The reason for the exchange;
- Photographs where requested; and
- Any other information reasonably required to assess the request.
Failure to communicate an eligible fitting issue within the required timeframe may affect our ability to process the exchange, subject to applicable consumer rights.
7. Return Arrangement
Once an exchange request has been approved for return, Connie M Personal Shopper will arrange an appropriate return drop-off method.
Depending on availability, this may include:
- A Courier Guy kiosk;
- A Courier Guy drop-off point; or
- A PUDO locker.
The customer will be provided with the relevant return instructions.
The customer is responsible for ensuring that the item is properly packaged and safely deposited at the designated return point.
8. Return Shipping Costs
Where the customer requests an exchange because of size, fit or another customer-related reason, the customer is responsible for the applicable return and/or shipping costs associated with the exchange.
Where the incorrect item was supplied due to an error by Connie M Personal Shopper or the relevant supplier, Connie M will cover the applicable shipping costs associated with correcting the error.
Where a product is defective, the applicable remedy and shipping arrangements will be assessed based on the circumstances and applicable consumer law.
9. Assessment of Returned Items
Returned products are not automatically approved for exchange upon being dropped off.
Once the item arrives, Connie M Personal Shopper will assess the product to confirm that it meets the applicable exchange requirements.
The assessment may include checking:
- Condition;
- Stains or marks;
- Signs of wear;
- Tags;
- Packaging;
- Damage;
- Alterations; and
- Whether the returned product corresponds with the original order.
Where photographic evidence was requested before the return, the physical condition of the item must be consistent with the evidence provided.
10. Exchange Processing Time
Once the returned item has arrived and has been assessed, exchange processing will generally take 1-2 working days.
Customers will be notified when the returned item has arrived and when the exchange has been approved or processed.
Processing times may be affected by supplier availability or circumstances outside our reasonable control.
11. Replacement Stock
All exchanges are subject to stock availability.
If the requested replacement size or product is unavailable, Connie M Personal Shopper will communicate the available options with the customer.
An exchange cannot be guaranteed where the required replacement stock is unavailable.
12. Pre-Orders
Pre-orders are subject to the payment terms communicated on the relevant product listing.
Customers pay a 50% deposit to confirm a pre-order and the remaining 50% before shipping.
Pre-order products are generally not eligible for cancellation simply because a customer changes their mind after the order has been placed.
Where a customer wishes to change their order, they should contact Connie M as soon as possible.
Any available alternative will depend on the stage of the order, supplier terms, stock availability and applicable consumer law.
13. Electronics
Electronics and mobile devices are subject to the applicable warranty provided with the product.
Customers will be informed of the applicable warranty arrangements where relevant.
Customers experiencing a suspected fault should contact Connie M Personal Shopper and provide the order details and information required to assess the issue.
Warranty claims may require inspection, testing or referral to the applicable supplier, manufacturer or authorised service provider.
Customers should not attempt unauthorised repairs or modifications, as this may affect the applicable warranty.
14. Perfumes, Beauty and Wellness Products
For hygiene, safety and product-integrity reasons, perfumes, beauty products and wellness products are not eligible for change-of-mind returns or exchanges.
Customers should carefully review product information before purchasing.
Where a product is defective, incorrectly supplied or otherwise subject to a legally applicable remedy, customers should contact Connie M as soon as possible.
15. Sale and Clearance Items
Products specifically identified as sale, clearance or final-sale items are not eligible for change-of-mind returns or exchanges.
This does not affect any statutory rights that may apply where a product is defective, incorrectly supplied or otherwise subject to a legally applicable remedy.
16. Refunds
Connie M Personal Shopper primarily facilitates exchanges rather than change-of-mind refunds.
Where a refund is legally required or otherwise approved by Connie M, the refund will generally be processed by EFT to the customer's nominated bank account.
Customers may be required to provide accurate banking details.
Processing times for refunds may depend on the relevant payment method, banking institution and circumstances of the transaction.
17. Incorrect Products
If a customer receives an item that is different from what was ordered, the customer should contact Connie M as soon as possible.
The customer may be asked to provide photographs of:
- The product received;
- Product tags or labels;
- Packaging; and
- Any other information required to verify the issue.
Where the error is confirmed to have originated from Connie M Personal Shopper or the supplier, Connie M will facilitate the appropriate resolution and cover applicable shipping costs associated with correcting the error, subject to the circumstances and applicable law.
18. Defective Products
If a product appears to be defective, customers should contact Connie M as soon as reasonably possible.
Customers may be required to provide photographs, videos or other evidence of the defect.
The product may need to be returned for assessment.
Where a defect is confirmed, Connie M will determine the appropriate remedy in accordance with the applicable supplier arrangements and South African consumer law.
19. Customer Responsibility
Customers are responsible for:
- Selecting the correct product;
- Selecting the correct size where applicable;
- Reviewing product information before purchasing;
- Providing accurate delivery information;
- Following return instructions;
- Returning products within the applicable timeframe; and
- Taking reasonable care of products after delivery.
Customers should not use, wash, alter or damage an item that they intend to return for an eligible exchange.
20. No Unauthorised Returns
Customers should not send products back without first contacting Connie M Personal Shopper and receiving return instructions.
Unauthorised returns may cause delays in processing.
A return being physically received does not automatically mean that an exchange or refund has been approved.
21. Consumer Rights
This policy is intended to establish the normal procedures for handling returns and exchanges.
Nothing in this policy is intended to waive, restrict or exclude any rights or remedies available to consumers under applicable South African law.
Where a mandatory consumer right applies, that right will prevail over any inconsistent provision in this policy.
22. Contact Us
For returns, exchanges or product-related concerns, please contact:
Connie M Personal Shopper
Email: conniempersonalshopper@gmail.com
WhatsApp: +27 62 658 6229
Website: www.conniempersonalshopper.co.za
Please include your order number when contacting us about an existing order.
Thank you for shopping with Connie M Personal Shopper.
We appreciate your cooperation in following our return and exchange procedures, which help us maintain an efficient and fair shopping experience for all customers.