What should I do first if my sneakers arrive damaged or show a fault?

Pause using the shoes, keep the original packaging and receipt where possible, and take clear photos and a short video of the issue in natural light from several angles; record the order number and date before contacting the seller.

How do I know whether to request a return or make a warranty claim?

We check whether the problem is fit/change-of-mind (a return under the seller’s return window, often 7-30 days) or a manufacturing defect (a warranty claim, typically 6-24 months and subject to fair wear proof).

What should I include in my first message to the seller on Bash?

Lead with the order number and date, a one-sentence summary of the desired outcome (refund, replacement, repair), clear photos or a short video of the fault, and any supporting paperwork such as the invoice or warranty card.

What realistic timelines and costs should we expect for returns and warranty fixes in South Africa?

Returns for change of mind typically follow the seller’s 7-30 day window and may require the buyer to cover return shipping unless the seller specifies otherwise, while warranty outcomes (repair, replacement, refund) usually take days to a few weeks depending on checks and courier arrangements.

Return & warranty tips for online sneaker sales

Clear, South Africa-focused steps we follow for sneaker returns and warranty claims. How to document faults, contact sellers, and escalate if needed.

Published:July 11, 2026

Updated:September 4, 2026

5 min read

Photo by Melvin Buezo on Pexels

Document immediately

Photos, video and order details reduce disputes and speed claims.

How we approach returns and warranty claims for sneakers bought online

Buying sneakers online makes life easier, but returns and warranty claims can be stressful if you don’t know the right steps. We’ll walk through what to check first, how to gather evidence, and the realistic timelines you can expect in South Africa. This section focuses on immediate actions once you notice a problem.

Step 1 - Pause, inspect, and document

If a pair is damaged, doesn’t fit, or shows a manufacturing fault, stop using them. Continued wear can complicate warranty claims. Take clear photos of the issue from several angles, record the order number and date, and keep the original packaging and receipt where possible. Photos and a short video that show the fault in natural light are often the most persuasive evidence sellers ask for.

Step 2 - Know whether it’s a return or a warranty claim

A return is usually about fit, change of mind, or wrong size and is governed by the seller’s return policy. A warranty claim is about manufacturing defects or faults that appear despite reasonable use. We check the seller’s return window first; many online sellers allow 7-30 days for returns, while warranty periods are typically longer (often 6-24 months) and may be subject to proof of fair wear.

Step 3 - Read the listing and brand notes carefully

Before contacting anyone, review the product page, order confirmation and any brand warranty information included with the shoes. We find that many disputes are resolved faster when the customer can reference the exact policy clause (for example: “manufacturer warranty covers sole separation for 12 months”). Keep those links or screenshots handy.

How to contact the seller efficiently

When we contact a seller, we lead with the facts: order number, short description of the problem, date first noticed, and attached photos. Use the seller’s preferred channel - many sellers on Bash respond faster through the order chat or the seller’s message form in the orders page. If the item came from a brand store on Bash, include the brand name and SKU where available.

What we include in the first message (quick checklist)

Order number and date.
Clear photos and (if needed) a short video showing the fault.
A one-sentence summary: desired outcome (refund, replacement, repair).
Any supporting paperwork: invoice, warranty card, or delivery note.

If you prefer to browse replacement options while you wait, explore our Sneakers range for similar styles and sizing notes. That helps if the seller suggests an exchange and you want to pick an alternative quickly.

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Handling disputes, evidence, and warranty refusals

If a seller refuses a claim, remain calm and collect everything you have: timestamps of correspondence, all photos, and any shipping tracking. We recommend asking the seller in writing to explain the reason for refusal. That creates a clear record if you need to escalate to Bash support or a consumer body.

When to escalate to Bash or a third party

Escalate to Bash support when the seller is unresponsive for more than the timeframe stated in their policy, or when their refusal contradicts the published warranty or the Consumer Protection Act. We also escalate when a seller asks for unreasonable proof (for example, returning heavily worn shoes that clearly show user damage when your photos show a manufacturing seam split).

Practical examples from everyday South African shoppers

Example 1: Sole separation after two months - we asked the seller for a replacement and supplied photos; the seller arranged a prepaid return label and offered a replacement within two weeks. Example 2: Wrong size shipped - the buyer provided the invoice and a photo of the wrong-size label; seller approved an exchange the same week. Example 3: Faded material from regular wear - seller denied warranty as the wear matched normal use; we advised the buyer on repair options and a partial store credit.

What to expect for timelines and costs

Returns for change-of-mind are usually fastest (7-14 days). Warranty assessments can take longer - expect 2-6 weeks for assessment and outcome, depending on whether the brand needs to inspect the shoes. If a seller asks you to return items for inspection, clarify who pays return postage. If the fault is confirmed, sellers commonly cover return costs; if not, they may ask you to pay for return shipping.

How we protect ourselves as shoppers: tips that reduce friction

Keep order emails and packaging for at least the first 30 days.
Take photos as soon as you open the parcel (unboxing photos are powerful evidence).
Note the delivery condition and courier name on the day of receipt.
Avoid altering or attempting home repairs before you get seller approval.

If you want sneaker-specific advice (materials, expected wear, or repair partners), our Sneakers hub also has product notes and care tips to help you decide whether to pursue warranty or repair.

Sources

National Consumer Commission (South Africa)
South African Government - Consumer Protection information
Consumer Goods and Services Research (non-profit consumer advice)

We aim to make returns and warranty claims less stressful. If you follow these steps - document clearly, use the seller’s preferred channel, and escalate with records when needed - you’ll usually reach a fair outcome sooner. When you’re ready to replace or compare styles, visit our Sneakers category or browse related articles for care and sizing guidance.

Last updated: September 4, 2026

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Return & warranty tips for online sneaker sales

Document immediately

Why Choose Bash?

Free Delivery

30-Day Returns

Nationwide Support

Why Choose Bash?

Free Delivery

30-Day Returns

Nationwide Support

Return vs warranty

Escalate sensibly

How we approach returns and warranty claims for sneakers bought online

Step 1 - Pause, inspect, and document

Step 2 - Know whether it’s a return or a warranty claim

Step 3 - Read the listing and brand notes carefully

How to contact the seller efficiently

What we include in the first message (quick checklist)

Handling disputes, evidence, and warranty refusals

When to escalate to Bash or a third party

Practical examples from everyday South African shoppers

What to expect for timelines and costs

How we protect ourselves as shoppers: tips that reduce friction

Sources

Mmaphefo

Ukhona

Sambesiwe

Kamo

"Micayla"

Sabelo

Meagan

Bat

Anotha

Tshepiso

Elisa

Nqobile

Nicky

Melaney

Thina

Gwayimane

Phumelelo

Fenkie

Roxanne

Charlize

Refilwe

Dimane

Seth

Neil

Kirsti

Fatima

Nicolette

Ronel

Inge

Valerie

Adri

Chadley

Makhosonke

Mabel

Simo

Sharon

Nobuhle

Angelique Davis

Thabile

Arlene

Kgomotso

Kgosi

Steven

Kago

Reitumetse

Anina

Azwihangwisi

Marlene

Nkensane

Moreblessings

Palesa

Nonkasazana

Talifhani

Thandi

Vuyo

Elanie