Sia Cape Town review: Bad quality product received, companies' return "policy" makes it almost impossible to return 2

I bought two pairs of boots online on 18 September 2023. I received an e-mail ([protected]@siacapetown.co.za) indicating that my order #2181 was confirmed.

On 20 September 2023 I received another e-mail indicating that a shipment for my order was on the way, along with a YunExpress tracking number. I was very surprised to see that the boots came from China, it was not mentioned anywhere on the website or in the e-mails.

On the 2nd of October 2023 the courier delivered the package, the boots were not even in a box, it was in plastic in a courier bag. I did not even sign for receipt, it was just handed to me.

I opened the bag once inside the building, I immediately saw that the soles of the boots did not look like it would last long. I also saw that the top material did not look like real leather either (as claimed on their website). The boots also is difficult to get on your feet since there is no zipper and the opening is quite high. I struggled my foot into one and realised that the boot was too tight, even though I ordered a size bigger than normal.

I requested a refund on the 3rd of October 2023, and received the following message in a mail the same day:

You can return your order within 14 days of delivery with a track and trace code for a full refund. When you are ready, reply to this email with the reason for your return. We will then put you in touch with our customer service team who will be able to help you further.

I replied on the mail with the following message on the 4th of October 2023:

Good day. I am not satisfied with the quality of the boots, it is too tight even though I ordered one size bigger, it is also very difficult to get on since there is no zipper. The boot doesn't look like it will last, especially not the sole.. Not worth the price in my opinion.

I received a mail again on 5 October 2023 with the following message:

We do our best to ship high-quality items and I am sorry to hear that you are not happy with the product. However, we can offer you a 10% refund of the purchase price and you can keep the item(s) received.

Please let us know how you would like to proceed so that we can process your request. Sincerely, Customer Support - Decyerly

I replied to the mail on the same day with the following message:

Good day, I am not interested in keeping the boots. I want to return them and get a full refund please.

I received a mail again with the following message:

We do our best to ship high-quality items and I am sorry to hear that you'd like to return the item and are not happy with the product. To start the process, simply send the unused product to the address below.

Address: 2/F, Kang Zhong Building, No.2 Commercial Second Street, Niushan Zhong Wu Wei, Dongcheng Street

City: Dongguan

Province: Guangdong

Zip Code: 523000

Country: China

Note: Don't forget to write your order number on the package so that we can find your order faster. Not all items can be returned, such as consumables and customized Products. Please check the product detail page to see if a return is possible.

A Return form was attached:

Return form

We’re so confident you’ll love the items we carry. However, if you are not satisfied with the

items you have ordered, you have the option of returning them within 14 days of receipt.

Please send the completed return form together with the invoice along with the shipment.

Kindly note that if this form is not fully completed, we cannot process the return request.

In order to qualify for a refund or exchange, the returned product must be returned in its

original condition and with labels and tags attached. The product must not contain any signs

of use. We reserve the right to refuse returned items if it is suspected that the items have

been used or damaged through no fault of our own.

Not all items are eligible for return. i.e. personal items (underwear and face masks) and

media items (books)

A return shipment must be provided with track & trace code. The sender is always

responsible for the shipment.

Return address:

Address: 2 / F, Kang Zhong Building, No.2 Commercial Second Street, Niushan Zhong Wu

Wei, Dongcheng Street

City: Dongguan

Province: Guangdong

Zip Code: 523000

Country: China

PERSONAL DATA

ORDERNUMBER: _

NAME: _

E-MAIL ADRES: _

PHONE NUMBER: _

CONTENT ARTICLE DESCRIPTION NUMBER

REFUND REASON

o Wrong Size

o Wrong Article

o Damaged

o Not to your satisfaction

o Other:_

DESIRED RETURN HANDLING

o Change for size:_

o Exchange for article:_

o Exchange for a new article

o Refund on account number (IBAN):_

I mailed back asking if I understood correctly that I have to cover the cost for the shipping back to China, and received this message:

The return cost is paid by the customer as stated on the website under the Terms and Conditions.

Please visit your preferred courier so they can assist you further.

Let us know if you need anything else.

I visited several courier companies' websites to find out what it would cost me to send the boots back to the address provided. All of the prices given to me were more than the boots cost me in the first place. The returns policy of this company clearly makes it impossible to return their products in a way that makes financial sense. Any other online company e.g. Takealot has a returns policy that allows you to return products to them and they will refund you. It is not the responsibility of the buyer to deal directly with the supplier.

The refund policy indicates that a product must be in the original packaging. It is not possible with the boots since it is something that had to be fitted first and therefore taken out of the plastic bags.