Returns & Refunds

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RETURNS & REFUNDS Returned items must comply with our Returns Policy. Refunds and exchanges are only allowed if the merchant has delivered an incorrect item (different to what was ordered or incorrect size), a faulty item, or a damaged product. The merchant will be responsible for the return shipping costs as well as any taxes and duties related to the return and the delivery of a replacement item.

RETURNS PERIOD All return requests must be submitted within 14 days of receiving your order.

MADE TO MEASURE (MTM) ITEMS – FITMASTER Certain items on the Platform are marked with the MTM (Made to Measure) label and are supported by our Fitmaster feature. These products are custom made according to measurements you submit at checkout.

Please note:

• MTM items are final sale and cannot be returned or refunded unless the item is damaged, faulty, or not as described.
• Returns are not accepted for MTM products due to any issue arising from self submitted measurements, including incorrect fit. Returns are also not accepted for reasons such as change of mind or preference.
• MTM items may require longer lead times, which are noted on the product page.
• If your MTM item is damaged, faulty, or incorrect, email [email protected] within 14 days of receiving your order with your order number, photos, and a short description of the issue. If approved, the merchant will cover return shipping and applicable taxes and duties.
• Refunds for MTM items will only be processed once the item is received, inspected, and approved. Refunds typically reflect within 10 business days, depending on your payment provider.

REFUNDS

• Refunds are processed once the returned items are inspected and approved by the merchant.
• If your return includes items from multiple merchants, you will receive your refund in one payment after all approvals are confirmed.
• Once your refund is approved, we will notify you and begin the refund process. Depending on your payment provider, the refund will reflect within 10 business days.

Please note:

• For refunds on damaged goods, the original delivery cost will not be included in the refund amount.
• For DAP (Delivery At Place) shipments, taxes and duties are nonrefundable through Ananse. You may recover these by contacting your local customs office.
• For DDP (Delivery Duties Paid) shipments, taxes and duties are refundable through Ananse.

PACKAGING OF RETURNS

• Items must be returned unused, with all tags attached and original packaging included.
• Place items inside a protective box. Label the box but leave it open for the courier to inspect contents upon collection.
• The customer is responsible for ensuring that the return package is accurate and complete. Incorrect returns may forfeit refund eligibility.

HOW TO RETURN
STEP: 1

• Have your order number and email address ready. If you have an Ananse account, log in and request an RMA (Return Merchant Authorisation).

STEP: 2

• Email [email protected] with “Exchange and/or Return” in the subject line. Include your order number, products you wish to return or exchange, the reason for the return, and your preferred pick up address.

STEP: 3

• We will email you an RMA shipping label. If your return is due to a faulty item or an incorrect item received, Ananse will provide a prepaid return label and cover return shipping costs, including any applicable import duties or taxes. You will need to affix this label to the parcel and prepare the item for collection by our courier partner DHL.

Please note: returns due to any issue with self submitted measurements are not eligible. These returns are not accepted and will not be approved for courier collection.

For other return reasons such as change of mind or unwanted gifts, return shipping and any duties, taxes, or customs charges incurred will be your responsibility. We recommend using a tracked courier service for your return.

If a package is refused at delivery and returned to us without valid reason such as failure to pay duties or refusal to accept delivery, the cost of the original outbound shipping, return shipping, and any associated duties will be deducted from your refund.

Merchants will be responsible for return shipping only in cases where the item was defective or incorrectly fulfilled.

For further information or assistance, contact [email protected].