Returns & Refund Policy

Under the Consumer Protection Act 68 of 2008 (CPA), you have specific rights when purchasing goods in South Africa. This policy outlines those rights and our procedures for returns and refunds.

For Standard (Non-Custom) Products Only:

Under Section 44 of the CPA, you may cancel a direct marketing purchase within 5 business days from receiving the goods, without reason or penalty.

2.1 Eligibility Requirements

• Product must be unused and in original condition
• All original packaging, tags, and labels intact
• No signs of wear, damage, or alteration
• Proof of purchase (invoice or receipt) required
• Returns must be initiated within 5 business days of delivery

2.2 Products Excluded from Cooling-Off Period

2.3 Return Shipping Costs

For cooling-off period returns, the customer is responsible for return shipping costs unless the product was damaged or incorrect.

We guarantee our products against manufacturing defects for 90 days from delivery.

3.1 What's Covered

• Manufacturing defects (stitching, material flaws)
• Faulty materials or workmanship
• Products that don't match specifications
• Significant quality issues affecting usability

3.2 What's NOT Covered

• Normal wear and tear from regular use
• Damage from misuse, abuse, or improper care
• Damage from washing/cleaning contrary to instructions
• Modifications or alterations after delivery
• Fading or color changes from sun exposure
• Minor cosmetic imperfections in leather (natural material variations)

3.3 Reporting Process

3.4 Resolution Options

For confirmed defects, we offer (at our discretion):

• Replacement: We'll produce and ship a replacement at no cost
• Repair: We'll repair the product if feasible
• Refund: Full refund including original shipping costs

Return Shipping: For defective products, we'll arrange and cover collection.

If you receive the wrong item or your order arrives damaged, we'll resolve it immediately.

4.1 Damaged Delivery

• Inspect Upon Delivery: Check packaging and contents when you receive your order
• Report Within 48 Hours: Email us with photos of damaged packaging and products
• Don't Discard Packaging: Keep all packaging materials for courier inspection if needed

4.2 Incorrect Items

• Report Within 48 Hours: Contact us immediately if you received wrong items
• Provide Photos: Photos of the items received and the packaging label
• Don't Return: Wait for our instructions before returning anything

4.3 Our Response

For damaged or incorrect orders, we will:

• Arrange collection of the incorrect/damaged items at no cost to you
• Rush production and delivery of the correct items
• Provide a partial refund or discount if you choose to keep slightly damaged items

Step 1: Request Return Authorization

Contact us to initiate a return:

Step 2: Receive Authorization

We'll review your request and respond within 2 business days with:

• Return authorization number (RMA)
• Return instructions
• Shipping label (if applicable)
• Expected timeline

Step 3: Package & Ship

• Pack items securely in original packaging if possible
• Include RMA number clearly visible on the package
• Include copy of original invoice/receipt
• Ship via provided label or approved courier
• Keep tracking information

Step 4: Inspection & Resolution

Once we receive your return:

• Inspection: 2-3 business days to inspect and assess
• Approval: Email confirmation of approved return
• Refund Processing: 7-10 business days to original payment method
• Replacement: Expedited production and shipping of replacement

6.1 Refund Method

Refunds are issued to the original payment method used for purchase:

• Credit/Debit Card: 7-10 business days (bank processing times vary)
• EFT: 3-5 business days
• PayFast: 5-7 business days

6.2 Refund Amount

6.3 Partial Refunds

A partial refund may be issued if:

• Product shows signs of use beyond inspection
• Product returned without original packaging
• Product damaged after delivery (not defective)
• Return initiated beyond stated timeframes

We don't offer direct exchanges. If you need a different size, color, or style:

1. Return the original item following our return process
2. Place a new order for the desired item
3. We'll prioritize production of your new order

For urgent exchanges, contact our team—we may be able to expedite the process.

8.1 Bulk/Corporate Orders

For orders exceeding 50 units or R25,000, special return terms apply. Returns and refunds assessed on a case-by-case basis considering:

• Custom nature of the order
• Production costs incurred
• Resale viability of the products

We recommend ordering samples before placing large custom orders.

8.2 Design Errors

Customer-Provided Designs: You are responsible for accuracy of artwork, text, logos, and specifications. We provide proofs for approval before production. Once approved, errors in customer-provided designs are not grounds for return.

RetroCraft Errors: If we produce items that don't match your approved proof due to our error, we'll replace them at no cost.

8.3 Sale Items

Items purchased on sale, clearance, or with discount codes are eligible for returns only if defective. Refunds calculated at price paid.

The following cannot be returned unless defective:

• Custom embroidered or printed products
• Personalized items (names, logos, custom designs)
• Bulk orders manufactured to specification
• Items marked "Final Sale" or "Non-Returnable"
• Products used, worn, washed, or altered
• Items without original tags or packaging
• Gift cards or digital products

Need to initiate a return or have questions? We're here to help: