Returns & Exchanges

At [BRAND NAME], we want you to feel confident in your purchase and love the way your piece fits.

This Returns & Exchanges Policy explains how returns, exchanges, refunds, defective products and customised garments are handled when purchasing through [WEBSITE URL].

Nothing in this policy is intended to limit any rights available to consumers under applicable South African law, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”). The CPA prohibits contractual terms that attempt to waive or override statutory consumer rights.

1. Change-of-Mind Returns

If you change your mind about a standard, non-customised item, please contact us as soon as possible after receiving your order.

For our voluntary returns policy, requests should be submitted within:

[14 DAYS] of receiving your order

To qualify for a voluntary return, the product must generally be:

• Unworn, other than reasonably necessary to check the fit
• Unwashed
• Unaltered after delivery
• Free from marks, stains, fragrances, make-up or damage
• Returned with original tags attached
• Returned with any original packaging supplied with the item

All returns remain subject to inspection once received.

This voluntary return period does not replace any statutory rights you may have.

2. Online Shopping Cooling-Off Period

Where section 44 of ECTA applies, a customer who purchases goods electronically may cancel the transaction without reason and without penalty within seven days after receiving the goods.

In this situation, the customer may generally be responsible only for the direct cost of returning the goods, and the legislation provides for a full refund within the prescribed period following cancellation.

Certain transactions are excluded from this statutory cooling-off right, including qualifying goods made to a customer’s specifications or goods that are clearly personalised.

3. Returns for Our Standard Reworked Jerseys

Many of our pieces may begin as traditional rugby jerseys that are reworked into our signature silhouettes before being offered for sale.

A jersey being pre-reworked as part of our normal collection does not automatically mean that it was personalised for a particular customer.

Unless another lawful exception applies, standard products purchased from our collection remain subject to the consumer rights applicable to ordinary online purchases.

Products altered specifically according to an individual customer’s instructions may be treated differently, as explained below.

4. Customised, Personalised and Made-to-Order Products

Certain products may be individually altered or produced according to a customer’s specific requirements.

This could include:

• Alterations according to specific measurements
• Custom waist placement
• Personalised sizing requests
• Names or other personalisation
• Customer-requested modifications
• Products made specifically for an individual customer

Where a product has been made to your specifications or clearly personalised, the ordinary seven-day ECTA cooling-off right may not apply.

Where possible, products falling into this category will be clearly identified before purchase.

This does not remove your statutory rights if a customised product is defective, unsafe or otherwise fails to meet the standards required by applicable consumer law.

5. Exchanges

If you ordered the wrong size or would prefer another eligible product, you may request an exchange within:

[14 DAYS] of receiving your order

Exchanges are subject to:

• The returned product meeting our return conditions
• The requested replacement being in stock
• Any applicable price difference
• Any applicable delivery charges

We cannot guarantee that another size, colour or product will remain available while your return is in transit.

If the requested replacement is unavailable, we may offer another product, store credit where agreed, or a refund where applicable.

6. Size Exchanges

Because our jerseys may have a different silhouette from traditional rugby jerseys, we strongly recommend reviewing the relevant Size Guide and product-specific fit information before ordering.

If you need to exchange a standard product because the size is unsuitable, contact us at:

[EMAIL ADDRESS / WHATSAPP NUMBER]

Please include:

Order number:
Product purchased:
Current size:
Requested size:

Size exchanges for standard products are subject to availability and the conditions of this policy.

7. Defective Products

We take product quality seriously.

If you believe an item is defective, please contact us with:

• Your order number
• Your name
• A description of the issue
• Clear photographs or video where appropriate

Under section 56 of the CPA, qualifying failed, unsafe or defective goods may be returned within six months after delivery, and the consumer may direct the supplier to repair or replace the goods, or refund the purchase price, subject to the Act’s requirements.

A defect is therefore treated separately from an ordinary change-of-mind return.

8. Incorrect Products

If we accidentally send you:

• The wrong product
• The wrong size
• The wrong colour
• The wrong quantity
• A product materially different from what you ordered

please contact us as soon as possible.

Where the mistake is ours, we will arrange an appropriate resolution and will not require you to pay return-delivery costs that should properly be borne by us.

The CPA provides specific rights where goods delivered do not correspond with what was agreed, including circumstances involving incorrect or mixed deliveries.

9. Damaged Orders

If your order arrives damaged, please contact us as soon as reasonably possible.

Where possible, please send photographs showing:

• The product
• The damaged area
• The parcel or packaging
• The courier label
• Any visible damage to the package

Please do not discard the packaging until we have responded, as it may assist with a courier claim.

10. Normal Characteristics of Reworked Garments

Some of our products are individually reworked.

Minor differences may therefore exist between pieces, including slight variations in:

• Gathering
• Stitch placement
• Shape
• Waist detailing
• Pattern positioning
• Finishing

Reasonable variations inherent to individually reworked garments will not necessarily constitute a defect.

However, this provision does not exclude defects, failures or quality issues protected under applicable consumer law.

11. Items That Have Been Altered After Delivery

We may be unable to accept a voluntary return where a customer has altered or damaged a product after receiving it.

Examples include products that have subsequently been:

• Cut
• Tailored
• Cropped
• Dyed
• Printed
• Embroidered
• Permanently modified

The CPA itself recognises certain limitations on returns where goods have been physically altered, attached, combined or otherwise changed after supply, depending on the applicable statutory return right.

This does not affect claims relating to defects that existed before a customer’s alteration where applicable under law.

12. Hygiene and Condition

For voluntary returns and exchanges, products should be returned in a condition reasonably suitable for resale.

We may decline a voluntary return where a product has clearly been:

• Worn extensively
• Washed
• Soiled
• Damaged
• Marked with make-up or self-tan
• Exposed to strong perfume or odours
• Altered by the customer
• Used beyond what was reasonably necessary to inspect the product

This condition does not override statutory rights relating to defective or non-compliant goods.

13. Sale and Promotional Items

Unless otherwise stated, standard sale items may be returned or exchanged in accordance with our normal voluntary return conditions.

Sale or discounted status does not remove statutory rights relating to defective or non-compliant goods.

Products marked as Final Sale may be excluded from our additional voluntary change-of-mind policy where lawful, but statutory rights continue to apply.

14. Return Shipping Costs

For an ordinary voluntary return or exchange that is not caused by an error or defect on our part:

The customer is responsible for the cost of returning the item unless otherwise stated.

Where the statutory ECTA seven-day cooling-off provision applies, the Act similarly provides that the direct cost of returning the goods may be charged to the consumer.

Where we supplied an incorrect, defective or otherwise non-compliant item and applicable law requires us to bear the return cost, we will do so.

15. Original Delivery Charges

Treatment of original delivery charges will depend on the reason for the return and any applicable statutory rights.

Where a full refund is legally required, it will be processed in accordance with applicable law.

For purely voluntary returns outside statutory cancellation rights, original delivery fees may be non-refundable where permitted by law.

16. How to Start a Return or Exchange

Before sending anything back, please contact us.

Email: [RETURNS EMAIL]
WhatsApp: [WHATSAPP NUMBER]

Please provide:

• Your full name
• Order number
• Product being returned
• Size
• Reason for return
• Whether you would prefer a return or exchange
• Photographs if the product is damaged or defective

We will provide you with the relevant return instructions.

17. Do Not Send Returns Without Notification

Please contact us before sending a return.

This allows us to:

• Identify your order
• Provide the correct return address
• Track your request
• Confirm whether an exchange item is available
• Process your return more efficiently

Returns should be sent to:

[RETURN ADDRESS]

Please do not publish a home address here if the client’s business does not accept customer returns at that location. Use the actual approved business/courier return address.

18. Packaging Your Return

Customers should take reasonable care when packaging returned products.

We recommend:

• Using suitable protective packaging
• Keeping proof of shipment
• Using a trackable courier service
• Keeping the tracking number until the return has been completed

[BRAND NAME] cannot accept responsibility for return parcels lost before reaching us where the customer arranged the return, except where applicable law provides otherwise.

19. Return Inspection

Once your return reaches us, we will inspect the product.

We will check matters such as:

• Product condition
• Tags
• Signs of wear
• Damage
• Alterations
• Whether the item corresponds with the original order
• The stated reason for return

We will then contact you regarding the outcome.

Under the CPA, charges for use or necessary restoration may arise in certain statutory-return situations depending on the condition and packaging of returned goods, while no such charge may be imposed in some circumstances involving unopened original packaging.

20. Refunds

Where a refund is approved, it will normally be issued to the original payment method used for the purchase unless another arrangement is permitted and agreed.

Once we have processed the refund, the time required for funds to appear may depend on your:

• Bank
• Card issuer
• Payment gateway
• Payment method

We will process statutory refunds within the periods required by applicable law.

For a qualifying cancellation under ECTA’s seven-day cooling-off provision, the Act requires the relevant refund within 30 days after cancellation.

21. Exchanges and Price Differences

If the replacement product costs more than the original product, you will need to pay the difference before the exchange is dispatched.

If the replacement costs less, we will deal with the difference through an appropriate refund or agreed store credit.

22. Out-of-Stock Exchange Items

If the size or product requested for an exchange is no longer available, we may offer:

• A different size
• Another product
• A refund where applicable
• Store credit where you agree to it

We will not force store credit where applicable law gives you a right to a monetary refund.

23. Promotional Purchases

Where a return affects the requirements of a promotion, bundle or discount, the value of any refund may be recalculated according to the terms of that promotion, to the extent permitted by law.

For example, returning part of a qualifying multi-item promotion may mean that the remaining products no longer qualify for the original promotional price.

24. Gifts

If a product was purchased as a gift, refunds will ordinarily be made to the original payment method used by the purchaser unless another arrangement is agreed and legally permitted.

An exchange may be available where the product qualifies under this policy.

25. Processing Times

Once a return has been delivered to us, please allow approximately:

[3–7 BUSINESS DAYS]

for us to inspect and process the request.

This is an operational estimate and does not override any time period required by law.

26. Consumer Rights Take Priority

This policy provides additional information about how we administer returns and exchanges.

Nothing contained here is intended to:

• Waive a consumer’s statutory rights
• Avoid an obligation imposed on us by law
• Prevent a customer from exercising a lawful remedy
• Limit rights relating to defective, unsafe or non-compliant goods

The CPA expressly prohibits terms whose purpose or effect is to waive or deprive consumers of rights under the Act or avoid a supplier’s obligations.

27. Contact Us

For returns, exchanges or product-quality concerns, contact:

[BRAND NAME]
Email: [RETURNS EMAIL]
WhatsApp/Telephone: [NUMBER]
Website: [WEBSITE URL]
Return address: [APPROVED RETURN ADDRESS]