Terms of service

"RetroCraft," "we," "us," or "our" refers to RetroCraft (Pty) Ltd, registered in South Africa (Registration Number: 2020/938371/07).

"Customer," "you," or "your" refers to the individual or entity using our services.

"Services" refers to all products, customisation services, and platform features provided by RetroCraft.

"Website" refers to retrocraft.co.za and all associated domains and subdomains.

"Products" refers to headwear, custom patches, and related merchandise offered for sale.

By accessing or using our website and services, you agree to be bound by these Terms of Service and all applicable laws and regulations. If you do not agree with any of these terms, you are prohibited from using our services.

RetroCraft (Pty) Ltd

• Registration Number: 2020/938371/07
• Registered with the Companies and Intellectual Property Commission (CIPC)
• VAT Registration Number: 4120305539
• Physical Address: Kempton Park, Gauteng, South Africa

We comply with the Consumer Protection Act 68 of 2008 (CPA), Electronic Communications and Transactions Act 25 of 2002 (ECTA), and Protection of Personal Information Act 4 of 2013 (POPIA).

To access certain features, you may need to create an account:

• You must provide accurate, complete, and current information
• You are responsible for maintaining the confidentiality of your account credentials
• You must be at least 18 years old to create an account
• Business accounts require valid company registration documents
• You are responsible for all activities under your account
• You must notify us immediately of any unauthorised access

5.1 Placing orders

• All orders are subject to acceptance and availability
• We reserve the right to refuse or cancel any order
• Order confirmation does not guarantee acceptance
• Custom orders may require design approval before production

5.2 Pricing

• All prices are in South African Rand (ZAR) unless otherwise stated
• Prices include VAT at the applicable rate (currently 15%)
• Prices may change without notice but confirmed orders honour quoted prices
• Volume discounts and reseller pricing available upon qualification

5.3 Quotations

• Quotations are valid for 30 days unless otherwise specified
• Custom quotations depend on design complexity and order volume
• Final pricing confirmed before payment processing

6.1 Payment methods

We accept:

• Card and instant EFT, processed by our payment gateway Ozow. Card details are entered on Ozow's secure page and are never handled or stored by RetroCraft.
• Direct bank transfer (EFT)
• Account terms for approved resellers and corporate clients

The payment methods available to you are shown at checkout. If online payment is temporarily unavailable, bank transfer remains available and your order is held until the payment reflects.

6.2 Payment terms

• Retail Orders: Payment required before production
• Account Customers: Net 30 days from invoice date (subject to credit approval)
• Deposits: 50% deposit required for orders exceeding R10,000
• Late Payments: Interest charged at prime + 2% per month on overdue accounts

6.3 Tax invoices

Tax-compliant invoices issued for all orders in accordance with South African Revenue Service (SARS) requirements.

7.1 Lead times

• Most orders: 3 working days after you approve your proof
• Large runs: the date agreed in your quotation
• Same-day work: by prior booking only, subject to capacity, and treated as a rush order under 7.4
• Rush orders available at additional cost, subject to capacity and to your written approval of the amount in advance — see 7.4
• Lead times exclude weekends, public holidays, and courier transit time

7.2 Shipping

• We ship nationwide via reputable courier services
• Delivery is charged at a flat rate per delivery option, shown at checkout before you pay
• Online orders of R 2 000 or more before VAT are delivered free; quotations and orders raised by our team are charged as quoted
• Trade and reseller accounts pay delivery both ways: for goods sent to us, and for the finished order back to you.
• International shipping available on request
• Customer responsible for customs duties on international orders

7.3 Risk & title

Risk and title pass to the customer upon delivery to the courier. We are not liable for loss or damage during transit, but will assist with courier claims.

7.4 Expedited production, overtime & weekend work

Where you need work completed ahead of the standard lead times in 7.1, we may be able to expedite it by scheduling overtime, weekend or public holiday production. This carries a premium, and the following applies without exception:

• Nothing is expedited without your written approval. We will issue a Rush / Overtime Authorisation setting out what will be brought forward, the date it is being brought forward to, and the amount payable. Expedited work begins only once you have approved it.
• The amount is stated in rands before you approve it — never “at cost” or calculated afterwards. The premium is calculated as a percentage of the affected production value, and the resulting figure appears on your authorisation for you to accept or decline. That figure excludes VAT, which is added to your invoice with everything else.
• Once approved, the amount is fixed. If the scope of the expedited work changes, we will issue a new authorisation rather than adjust the one you accepted.
• If we miss the date you paid the premium to achieve, the premium is refunded in full, except where the delay is caused by late artwork approval, late customer-supplied goods, or a change you request after approval. You keep the goods and the standard price stands.
• Expedited slots depend on production capacity at the time of approval. An authorisation that has been issued but not yet approved does not reserve capacity.
• You may withdraw approval at any point before the expedited work starts at no charge. Once it has started, the approved amount is payable in full, because the overtime and weekend hours have already been committed on your behalf.

• Products manufactured to industry-standard specifications
• Slight variations in colour and texture are normal for natural materials
• Custom designs must be approved before production commences
• We reserve the right to refuse designs that violate intellectual property or contain inappropriate content
• Customer responsible for ensuring design quality and accuracy

A substantial part of our work is marking and engraving — fibre laser, CO2 laser, rotary and related processes — carried out on blanks, garments, components and finished goods supplied by you. This section governs all such work and prevails over any general quality expectation elsewhere in these terms.

9.1 Goods you supply to us

• You are solely responsible for the accuracy, quality, condition, quantity and suitability of every item you supply
• We accept goods on an "as supplied" basis. We do not count, inspect, test or verify colours, sizes, models, finishes or material composition on receipt unless a written inspection has been agreed and paid for
• We are not liable for incorrectly supplied goods — wrong colours, wrong sizes, wrong models, mismatched or mixed batches, or short and over counts
• We are not liable for pre-existing defects, damage sustained in transit to us, or latent faults in customer-supplied items
• Where the quantity we receive differs from your delivery note, we proceed on the quantity physically received and will notify you of the difference
• Items must arrive clean, unwrapped where practical, and clearly labelled with your name and order reference. Unlabelled or unidentifiable goods may be refused
• Risk in customer-supplied goods remains with you throughout, including while the goods are in our possession, save for loss or damage caused by our gross negligence or wilful misconduct. We do not insure customer-supplied goods, and you are advised to arrange your own cover

9.2 Variance & spoilage allowance

Due to variations in metallurgy, coatings, plating, anodising and powder-coat thickness, and to machine calibration during production, a standard 2–3% variance/spoilage rate applies to all batch runs.

• RetroCraft is not liable for replacing, reimbursing, discounting or crediting customer-supplied blanks spoiled within this 2–3% threshold
• Clients are advised to supply 2–3 extra blank units (or 2–3% of the batch, whichever is greater) for machine setup and calibration
• Units consumed in setup, calibration and test marking are used up by the process and are not returned or credited
• The allowance applies per batch run, not per order. A repeat run on a new batch of blanks carries its own allowance
• Where spoilage exceeds this threshold and is attributable to our error, our liability is limited as set out in section 12 (Limitation of Liability)

9.3 Material & finish results

• Engraving results are a property of the substrate, not only of the machine. Fibre marking on metals, anodised aluminium and coated surfaces yields different tones, depths and contrast depending on alloy, coating chemistry and coating thickness — frequently between units from the same supplier, and even within a single batch
• CO2 engraving on leather, wood, acrylic, glass and textiles produces natural variation in colour, depth, charring and grain response
• Colour, contrast, depth and finish are not guaranteed to match a previous run, a sample drawn from a different batch, a physical swatch, or an on-screen proof
• We cannot guarantee results on unknown, unmarked, mixed or non-standard substrates, or on items carrying coatings, laminates or treatments of undisclosed composition
• Some materials discolour, warp, blister, crack, delaminate, melt or release residue under laser energy. Where the substrate is unknown, undisclosed or untested, engraving proceeds entirely at your risk
• You must disclose any known coating, treatment or material hazard before we begin. Some coatings emit harmful by-products when lasered and we reserve the right to refuse the work

9.4 Test pieces & approval

• We strongly recommend an approved test piece on your own material before any batch run
• Where you decline a test piece, or instruct us to proceed without one, the full run proceeds at your risk and the spoilage allowance in 9.2 does not cap your exposure
• An approved test piece sets the agreed standard for that batch only
• Once a run has commenced, changes to artwork, placement, sizing or machine settings may attract additional setup charges and a fresh calibration allowance

9.5 Discrepancies & uncollected goods

• Any dispute over quantity, condition or engraving quality must be raised in writing within 7 days of collection or delivery, and the goods must be made available to us for inspection
• Off-cuts, rejected units and setup pieces are held with the completed order and must be collected with it
• We are not liable for wrong counts where the count was never independently agreed with us in writing at the point of hand-over

Nothing in this section excludes or limits any liability that cannot lawfully be excluded or limited under the Consumer Protection Act 68 of 2008.

10.1 Customer content

• You retain ownership of designs and artwork you provide
• You grant us a licence to use your designs for order fulfilment
• You warrant that you own or have rights to use submitted designs
• You indemnify us against any intellectual property claims arising from your designs

10.2 RetroCraft content

All website content, trademarks, and intellectual property owned by RetroCraft are protected under South African law. Unauthorised use prohibited.

The ECT Act governs cancelling an online order; the Consumer Protection Act governs the quality of what you receive. Our full policy is on the Returns & Refunds page.

11.1 Cooling-off period

• 7 days from delivery to cancel an online order of standard items (ECT Act s44)
• Products must be unused, in original packaging with all tags attached
• Customer responsible for return shipping costs
• Custom and personalised orders, and work on items you supplied, are excluded (ECT Act s42(2))

11.2 Defective products

• Manufacturing defects covered for 6 months from delivery, custom work included (CPA s56)
• Tell us as soon as you notice a defect, with photos and your order number
• You choose a repair, a replacement or a refund
• Warranty excludes normal wear, misuse, or improper care

11.3 Wrong/damaged items

• Report damaged/incorrect items within 48 hours of delivery
• Provide photos of packaging and product
• We will arrange collection and replacement at no cost

See our detailed Returns Policy for full terms.

To the maximum extent permitted by law:

• Our liability limited to the value of the order in question
• We are not liable for indirect, consequential, or incidental damages
• We do not warrant uninterrupted or error-free website operation
• Force majeure events (strikes, natural disasters, pandemics) excuse performance delays

Nothing in these terms excludes liability that cannot be excluded under the Consumer Protection Act.

Separate terms apply to reseller accounts:

• Application and approval required
• Minimum order quantities and monthly commitments may apply
• Pricing and commission structures per reseller agreement
• Resellers must comply with RetroCraft brand guidelines
• Territory restrictions may apply

14.1 Complaints

Contact our customer service team at hello@retrocraft.co.za or +27 11 974 5971 or +27 11 393 1200. We aim to resolve complaints within 14 business days.

14.2 Consumer Tribunal

If unresolved, you may refer the matter to the National Consumer Commission or the National Consumer Tribunal as provided under the Consumer Protection Act.

14.3 Jurisdiction

These terms governed by South African law. Disputes subject to the jurisdiction of South African courts.

We reserve the right to modify these terms at any time. Changes effective upon posting to the website. Continued use constitutes acceptance of revised terms.