At Civis Liber, we are committed to providing our customers with high-quality products that reflect our brand’s values of freedom, individuality, and strength. However, we understand that sometimes things don’t work out as planned, and we want to make your shopping experience as smooth and hassle-free as possible. Below is our detailed Refunds and Return Policy, which outlines how we handle returns, exchanges, and refunds.

Returns

We accept returns on items within 7 days of receipt, subject to the following conditions:

1. Condition of the Item:
   To be eligible for a return, the item must be unworn, unwashed, and in original condition. The item must be free of stains, odors, and damage (including pet hair, makeup stains, etc.).

2. Tags and Packaging:
   The item must be returned with all original tags still attached, and in the original packaging it was shipped in. This ensures that the item is in resaleable condition.

3. Proof of Purchase:
   To initiate a return, you must provide proof of purchase, which includes your order number or receipt. This allows us to verify your order and process the return quickly.

How to Return an Item

To start the return process, please follow these simple steps:

1. Contact Us:
   Reach out to our customer support team by emailing support@civisliber.co.za with your order number, the item(s) you wish to return, and the reason for your return.

   • We may ask for photographs of the item to assist with processing your return.

2. Approval and Instructions:
   Once your return request is received and reviewed, we will provide you with return instructions and an authorization number, if applicable. If the return is approved, we will give you the address to send the item back to.

3. Return Shipping:
   You are responsible for the cost of return shipping. We recommend using a trackable shipping service or purchasing shipping insurance for returns over a certain value. We cannot guarantee that we will receive your returned item, and we cannot issue refunds for lost return packages.

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Refunds

Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund request.

• Approved Refunds:
  If your return is approved, your refund will be processed within 5–7 business days to the original payment method used to make the purchase. Refunds will only be issued for the cost of the item(s), not the original shipping fees.

• Rejected Returns:
  If your return does not meet our policy criteria (e.g., item is worn, tags are removed), we will notify you, and we may offer to return the item to you at your expense.

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Exchanges

We understand that sometimes you may need a different size or style. If you need to exchange an item for a different size or color, please follow the same steps as for a return. If the item is in stock, we will assist you with an exchange and ship out the new item as soon as possible.

Please note that exchange availability depends on stock levels at the time of your return. If the item is out of stock, we will offer you a full refund or a store credit.

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Non-Returnable Items

There are certain items that are non-returnable or non-refundable due to their nature. These include:

1. Final Sale Items:
   Items marked as “Final Sale” cannot be returned or refunded under any circumstances. These items are sold at a discounted price and are considered final upon purchase.

2. Worn or Damaged Items:
   We cannot accept returns or refunds for items that have been worn, washed, or damaged after delivery. If the item shows signs of misuse, we will be unable to process your return.

3. Custom or Personalized Orders:
   Any items that have been customized or personalized (e.g., custom prints or name tags) are final sale and cannot be returned or refunded.

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Damaged or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered, please notify us within 48 hours of receiving the item. To process this quickly:

1. Contact Us Immediately:
   Email us at support@civisliber.co.za with your order number, photographs of the damaged or incorrect item, and a brief description of the issue.

2. Return or Replacement:
   Upon confirmation, we will arrange for a return at no cost to you or send out a replacement item depending on the nature of the issue. In this case, the original item will need to be returned, and we will cover the shipping costs.

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Shipping Costs

Please note that shipping costs are non-refundable. If you received free shipping on your initial order, and the return causes the total order value to fall below the minimum for free shipping, the shipping cost will be deducted from your refund.

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Contact Us

If you have any questions or need assistance with a return, refund, or exchange, don’t hesitate to get in touch with our customer service team:

• Email: support@civisliber.co.za

• Phone: (+44 )7918 194638

• WhatsApp: (+44 )7918 194638

We’re here to make sure you’re happy with your purchase and will do our best to assist you in resolving any issues promptly.

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By ensuring that your return process is clear and straightforward, we aim to create a positive shopping experience for all our customers. Thank you for supporting Civis Liber and the Blacksword brand — we’re honored to be part of your journey toward self-expression and freedom.