Soetsakkig Return, Refund & Repair Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return for change-of-mind or general returns.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase (see "Gifted items" below if you don't have one).

Manufacturing faults & our 90-day fault window

Separately from the 30-day return window above, we offer a 90-day fault window starting from the day you receive your bag, covering manufacturing faults only. This applies to all items — except customised items, which can only be repaired, not refunded (see "Exceptions" below).

We only cover manufacturing faults or defects — not damage caused by normal wear, misuse, or lack of care.

What we cover:

• Loose stitching in construction or embroidery
• Engraving cut too deep, damaging the material
• Broken or failing zips
• Torn or cut liner material

What we don't cover:

• Tearing due to overloading the bag — bags must not exceed a maximum weight of 10kg; overloading strains the stitching and causes tears
• Scraping or hooking damage from use (e.g. scraped lower corners)
• Snags or cuts, including damage to the bottom panel (also made from pleather) from placing or picking the bag up on rough or abrasive flooring
• Discolouration or damage from cleaning with bleach or alcohol-based products — only mild dish soap should be used (see our care guide)

Reporting window: manufacturing defects must be reported within 5 working days of delivery.

Care guide: "improper care" is assessed against our care guide, linked in the footer of our website — please refer to it for how to look after your bag.

To report a fault or start a return, contact us at order@soetsakkig.co.za with a detailed description of the issue and photos. Please note returns and repairs will need to be sent to the following address: Shop 19, 18 Stormvoël Rd, Kilner Park, Pretoria — without the internal plastic crate.

Return shipping costs:

• If the issue is confirmed as a manufacturing fault within the 90-day window, we cover the shipping.
• Outside the 90-day window, or where a repair is requested rather than a fault claim, shipping is covered by the client.

Inspection: once received, your item will be inspected to confirm whether the issue is a manufacturing fault and whether the return/repair is eligible.

• If confirmed as a manufacturing fault, we'll proceed with a repair, refund, or replacement as applicable, and cover the return shipping label as above.
• If we determine the damage was caused by wear, misuse, or lack of care, the item will be shipped back to you at your cost — unless you'd like to proceed with a paid repair instead.

Repair pricing (for misuse or out-of-window repairs): priced based on the size of the panel that needs to be replaced (material cost) and the time required to complete the repair (labour cost). We'll confirm a quote with you before starting any paid repair.

Repair turnaround: repairs follow our normal manufacturing timeline of 10–15 working days, though repair jobs are prioritized ahead of new orders.

Items sent back to us without first requesting a return or repair will not be accepted.

You can always contact us for any return or repair question at order@soetsakkig.co.za.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalised items).

Customised items — such as laptop sleeves made to your specific measurements, or items featuring engraving or embroidery — do not qualify for refunds or returns. Where a manufacturing fault is confirmed on a customised item within the 90-day window, we will repair it rather than refund or replace it.

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Gifted items

If your item was gifted to you and you don't have the receipt or proof of purchase, please ask the person who gifted it to you for the order number so we can look up the purchase.

Exchanges

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.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at order@soetsakkig.co.za.