Shopping at Jet is meant to be easy and enjoyable. Whether you’re picking up school uniforms, refreshing your wardrobe, or buying essentials for your home, you want to know that if something doesn’t work out, you have options. Jet, one of South Africa’s most trusted fashion and lifestyle retailers, has built its reputation on offering value, convenience, and peace of mind. That includes making sure their returns policy is clear, fair, and customer-focused.
This detailed guide unpacks Jet’s official returns and exchange policy. It answers the most common questions customers have about refunds, faulty items, and store processes, so you know exactly what to do if you need to return something.
Why Jet’s Returns Policy Exists
Retailers like Jet deal with thousands of customers every day. Mistakes happen, products sometimes arrive damaged, or customers simply change their minds. A fair returns policy protects shoppers while ensuring stores remain sustainable.
South Africa’s Consumer Protection Act (CPA) also gives customers the right to return defective products within a reasonable time, making policies like Jet’s an essential part of retail.
Jet’s goal is simple: keep customers happy and make shopping stress-free. That means offering straightforward solutions whether you’re returning school shoes, exchanging a shirt for a different size, or requesting a refund for a faulty appliance.
Jet’s General Returns Policy
At the heart of Jet’s returns process is the 30-day return and exchange period. This applies to most items, including:
Clothing
Shoes
Accessories
Homeware
The Conditions
To qualify for a return or exchange:
Items must be unused and in original condition.
Tags and packaging must still be attached.
A receipt or valid proof of purchase must be presented.
This protects both the shopper and the store by ensuring products can be resold if returned.
Example: You bought a duvet cover but realised the colour doesn’t match your bedroom. If it’s still in its sealed packaging and you kept the receipt, you can return it within 30 days for a refund or exchange.
1. Returning In-Store Purchases
Returning or exchanging items bought in-store is straightforward:
Bring the item, in its original condition, to any Jet store in South Africa.
Present your receipt or proof of purchase.
A staff member will assist with either a refund or an exchange.
Exchanges
You can swap for a different size, colour, or style as long as stock is available.
Example: If you bought a men’s shirt in a size large but need a medium, you can return it for an exchange as long as the shirt is unworn and still has its tags.
Refunds
Cash purchases = refunded in cash.
Debit/credit card purchases = refunded to the original card.
Lay-By = deposits refunded upon cancellation.
2. Returning Online Purchases
Jet’s online presence is more limited than its physical stores, but returns are still possible. Customers can return online purchases in two ways:
At any Jet store: Bring your invoice and the unused product.
By courier: Use the provided return label (if available) and ship the item back.
Timeline
Courier returns usually take 5–10 business days to process after the parcel is received.
Note: During unusual circumstances such as lockdowns or courier delays, processing times can be extended. Always check with Jet’s customer service for the latest updates.
Example: You ordered a winter jacket online but found it too big. You can either take it to your nearest Jet store or send it back by courier using the return label.
3. Items That Cannot Be Returned
For hygiene and safety reasons, some products are non-returnable unless faulty:
Underwear, lingerie, swimwear, socks, hosiery, bodysuits
Earrings and piercings
Toiletries and cosmetics
Edible products
Other non-returnable items include:
Gift cards
Personalised or engraved items
Special orders or resized goods
Items that have been repaired or altered
Example: If you bought a lipstick but don’t like the shade, it cannot be returned unless the product is defective.
4. Electronics, Cellular, and Technology Returns
Technology products are treated differently because of their higher risk of misuse:
Faulty items (phones, tablets, chargers) must be returned within 7 days of purchase.
Non-faulty items in this category cannot be returned.
Always keep the original packaging and receipt for tech purchases.
Example: If your new smartphone fails to switch on after a day, you can return it within 7 days for a replacement or refund. If you simply don’t like the colour, it cannot be returned.
5. Faulty, Defective, or Damaged Items
If a product is faulty, Jet will provide a fair remedy. Options include:
Full refund
Exchange for the same or similar item
Repair (if applicable)
CPA Protection
Under the Consumer Protection Act, durable goods may still qualify for a repair, replacement, or refund within 6 months of purchase if a defect appears.
Example: If a kettle bought at Jet stops working after two months, you can return it with proof of purchase for assessment.
6. Refund Process
Refunds are processed once the returned item has been inspected.
Cash refunds: Immediate for in-store cash purchases.
Card refunds: Reversed to the original card within 10–15 business days.
Lay-By cancellations: Deposits refunded immediately upon cancellation.
Example: If you return a blender bought with a debit card, expect the refund to appear on your bank account within two weeks.
7. Exchanges Instead of Refunds
Exchanges are often the quickest option for clothing and footwear.
You must return within 30 days.
Items must be in original condition with tags attached.
Subject to stock availability.
Example: A child’s school shirt purchased in the wrong size can be exchanged for the correct size, provided stock is available.
8. Jet Thank U Account or Credit Returns
If you purchased using Jet’s Thank U account or credit, refunds are processed as account credits rather than cash.
Your balance will be updated.
Statements can be viewed via the My Thank U App or at www.jetstatement.mobi.
Queries can be directed to Jet’s accounts teams in Durban or Johannesburg.
Example: Returning a R500 purchase charged to your Jet account will reduce your outstanding balance instead of providing cash.
Frequently Asked Questions
Can I return gifts?
Yes, but only with proof of purchase. Without a receipt, returns are not guaranteed.
What if I lost my receipt?
Some stores may accept a bank statement as proof, but it is always best to keep receipts.
Can sale items be returned?
Yes, if they meet the 30-day, original condition rules. However, clearance or final-sale items may be excluded.
What if tags are missing?
Without tags, the return may be declined unless the product is faulty.
Customer Service and Contact Details
For help with returns:
Phone: 0860 111 881 (general enquiries) / 0860 113 639 (accounts).
Email: jetenquiries@rcsgroup.co.za.
In-store: Use the store locator at www.jetonline.co.za.
During busy periods, response times may be slower, but customer service teams prioritise all queries.
Tips for Hassle-Free Returns
Keep receipts: Always store them safely until you’re sure about the purchase.
Check items early: Try clothing on as soon as possible.
Keep packaging: Especially for electronics.
Act quickly: Don’t wait until the last day of the return period.
Know your rights: Familiarise yourself with the CPA for added protection.
Related: PEP Returns Policy 2025 Explained: Dos and Don’ts
Jet’s returns policy is built on transparency and customer care. Whether you’re returning a faulty kettle, exchanging a child’s school uniform, or getting a refund for a pair of shoes that didn’t fit, Jet aims to make the process simple and stress-free.
As part of the TFG (The Foschini Group) family, Jet shares the same customer-first principles across all its brands, including @Home, Totalsports, and @Sport. That means you can expect consistency and fairness every time you shop.
Shop confidently at Jet knowing that if something doesn’t work out, their returns process has you covered.