At Second Serve, we want every customer to feel confident in their purchase. Our goal is to deliver a smooth, transparent and premium experience that reflects the quality and design of the Sèrve brand.

If something isn’t right, we’re here to help.

1. Returns Eligibility

We accept returns on new, unused products within 14 days of delivery.

To be eligible for a return, items must:

• Be in their original, unused condition
• Include all tags, packaging, and accessories
• Show no signs of wear, marks, or damage
• Be returned with proof of purchase

If an item is returned in a used or damaged state, we may decline the return or offer a partial refund at our discretion.

Refunds are not available on discounted items. However, we are happy to assist with an exchange.

 

2. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

• Socks, wristbands, or sweatbands
• Inner grips
• Gift cards

Custom items or special-order products are also not eligible unless defective.

3. Defective or Damaged Products

If your order arrives damaged or if you believe a product is defective:

1. Contact us within 48 hours of receiving your order.
2. Send clear photos of the issue to byserveza@gmail.com
3. We will assess the item and either replace it or issue a refund.

Manufacturing faults do not include:

• Wear and tear from use
• Marks, chips, scratches, or damage caused by impact
• Damage from incorrect storage or moisture exposure
• Since our bags are handmade, we can’t offer refunds for minor stitching errors.

4. Refund Process

Once your return is received and inspected, we will notify you of approval or rejection.

If approved, your refund will be processed via your original payment method within 5–7 working days.

Please note:

• Shipping fees are non-refundable.
• Refund times may vary based on your bank or payment provider.

 

5. Exchanges

If you would like to exchange an item for a different colour or style, simply:

1. Request a return for your original item.
2. Place a new order for the item you want.

This ensures that the replacement item does not sell out in the meantime. All exchanges are at the buyers shipping costs.

6. Return Shipping

 

Return courier fees are the responsibility of the customer unless the item is defective or the wrong product was delivered.

We recommend using a trackable courier service.

Second Serve is not responsible for lost or undelivered return parcels.

 

 

7. Order Cancellations

 

Orders can be cancelled before dispatch.

If the order has already shipped, it must be processed as a return under this policy.

 

 

8. How to Start a Return

 

To begin a return, please contact us at:

📧 sales@secondserve.co.za

📞 073 000 9412

Include:

• Your full name
• Order number
• Reason for return
• Photos (if applicable)

Our team will guide you through the next steps.

 

 

 

9. Contact Us

For any return questions, concerns, or product support, you can reach us at:

📧 sales@secondserve.co.za

📞 073 000 9412

📍 69 Scholtz Street, Lichtenburg, North West, 2740