Returns & refund policy

Two laws set out your rights when you buy from us: the Electronic Communications and Transactions Act 25 of 2002 (ECT Act) for orders placed online, and the Consumer Protection Act 68 of 2008 (CPA) for the quality of what you receive. This policy explains those rights and how we handle returns and refunds.

For Standard (Non-Custom) Products Only:

Under section 44 of the ECT Act, you may cancel an online purchase of standard items within 7 days of receiving them, without giving a reason.

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 requested within 7 days of delivery

2.2 Products excluded from cooling-off period

Personalised items are excluded by section 42(2) of the ECT Act because they cannot be resold. Faulty items are always covered by our guarantee in section 3.

2.3 Return shipping costs

When you change your mind, you pay the cost of sending the item back. Trade and reseller accounts pay delivery both ways: for goods sent to us, and for the finished order back to you.

We guarantee everything we make against manufacturing defects for 6 months from delivery, as the CPA (section 56) provides. Custom and personalised work is covered too.

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 colour changes from sun exposure
• Minor cosmetic imperfections in leather (natural material variations)

3.3 Reporting process

3.4 Resolution options

For a confirmed defect, you choose:

• 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 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, so we can claim from the courier
• 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

Email us with your order number and photos; we reply with what happens next.

Please wait for our reply before sending anything back.

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
• Ozow (Instant EFT): 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, colour, or style:

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

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

8.1 Bulk/corporate orders

Bulk and corporate orders are made to your specification, so they are not returnable for a change of mind. Defects are covered exactly as in section 3. For anything else, we look at each case with you, 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
• Personalised 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

To start a return or ask a question: