RETURNS
Returns and Refunds Policy
We want you to be satisfied with your purchase. This policy explains when items may be returned, exchanged or refunded and how to submit a request.
1. Our Returns Policy
Returns, exchanges and refunds are handled in accordance with this policy and applicable South African consumer law.
Please inspect your order as soon as it arrives and contact us promptly if there is a problem.
Nothing in this policy limits any rights you may have under the Consumer Protection Act, the Electronic Communications and Transactions Act or other applicable law.
2. Change-of-Mind Returns
For eligible non-personalised items purchased through our website, you may notify us that you wish to cancel and return the item within 7 days of receiving it.
The item must be unused, unworn, unwashed, free from marks or odours, in a sellable condition and returned with its original tags and packaging where reasonably possible.
Unless the item is defective, incorrect or otherwise returnable at our expense under applicable law, the customer is responsible for the direct cost of returning it.
Returns sent without contacting us first may take longer to process.
3. Incorrect, Damaged or Defective Items
Please inspect your order as soon as it is delivered.
If you receive an incorrect, damaged or defective item, contact us promptly and provide your order number, a description of the issue and clear photographs where reasonably possible.
Where goods fail to meet the quality standards required by applicable consumer law, you may be entitled to return them within six months of delivery and request a repair, replacement or refund.
This does not cover damage caused by misuse, incorrect washing or care, ordinary wear and tear, alterations made after delivery or failure to follow the supplied care instructions.
Where 021 Threadz is responsible for the issue, we will cover the reasonable cost of returning or collecting the affected item.
4. Personalised and Made-to-Order Items
Products that have been personalised, embroidered with customer-supplied details, specially made or altered according to your instructions cannot ordinarily be returned because of a change of mind.
Please carefully check all names, wording, sizes, colours, designs and placement instructions before approving or submitting your order.
Once production has started, changes or cancellations may no longer be possible.
This exclusion does not apply where the item is defective, unsafe, of unacceptable quality or materially different from the approved order.
Contact us before returning any personalised item so that we can assess the issue and provide the correct return instructions.
5. How to Request a Return
Before returning an item, contact us using the details provided on our Contact Us page.
Please include your order number, the item you wish to return, the reason for the return and clear photographs where the item is damaged, defective or incorrect.
We will review your request and provide the return address and relevant instructions. Please do not send a parcel before receiving these instructions.
Items should be securely packaged to prevent damage during transit. We recommend using a trackable courier service and keeping proof of shipment.
Approval of a return request does not automatically confirm that a refund or exchange will be granted. The returned item will first be inspected, subject to your rights under applicable law.
6. Exchanges
Eligible items may be exchanged for another size or product, subject to availability and inspection of the returned item.
Change-of-mind exchanges must meet the return-condition requirements stated in this policy. Personalised or made-to-order products cannot ordinarily be exchanged unless they are defective, incorrect or materially different from the approved order.
Where the exchange is requested because of a change of mind or an incorrect size selected by the customer, the customer may be responsible for the return and replacement delivery costs.
Where we supplied an incorrect, damaged or defective item, 021 Threadz will cover the reasonable return and replacement delivery costs.
If the requested replacement is unavailable, we will discuss an alternative product, store credit or refund where appropriate.
7. Refunds
Once a returned item has been received, it will be inspected and you will be notified whether the refund has been approved.
Approved refunds will generally be issued to the original payment method. Where this is not reasonably possible, we will contact you to arrange an appropriate alternative.
Original delivery charges will be refunded where required by applicable law, including eligible online cancellations and returns involving incorrect, damaged or defective goods.
For eligible online cancellations under the Electronic Communications and Transactions Act, the refund will be processed within the legally required period.
Your bank or payment provider may require additional time before the refunded amount appears in your account.
8. Return Delivery Costs
For an eligible change-of-mind return, the customer is responsible for the direct cost of returning the item to us.
Where an item is incorrect, damaged, defective or otherwise returnable at our expense under applicable law, 021 Threadz will cover the reasonable return or collection cost.
Any replacement delivery charges resulting from an incorrect size, colour or product selected by the customer may also be payable by the customer.
Parcels remain the customer’s responsibility until they have been received by us, except where collection has been arranged by 021 Threadz.
Please keep your courier receipt and tracking information until the return has been completed.
9. Order Cancellations
Contact us as soon as possible if you wish to cancel an order.
Where production has not started and the order has not been dispatched, we will make reasonable efforts to cancel it and arrange a refund.
Once production has started, personalised, embroidered or made-to-order products cannot ordinarily be cancelled because of a change of mind.
This does not limit any cancellation right available under applicable consumer law.
If we cannot fulfil an order because an item is unavailable or for another reason within our control, we will contact you and refund the affected amount.
10. Late or Missing Refunds
After a refund has been processed, it may take additional time for the amount to appear in your account, depending on your bank or payment provider.
If you have not received an approved refund, first check the account linked to your original payment method.
You may also contact your bank or payment provider to confirm whether the refund is still being processed.
If the refund remains outstanding after the expected processing period, contact us with your order number and refund confirmation so that we can investigate.
We will provide reasonable assistance but cannot control processing delays caused by banks or third-party payment providers.
11. Sale Items and Promotions
Items purchased during a sale, promotion or with a discount code may be returned or exchanged only where they meet the requirements of this policy.
Any approved refund will be based on the amount actually paid for the item, excluding discounts or promotional value that was not paid in cash.
Promotional offers cannot ordinarily be converted into cash, transferred or applied retrospectively unless expressly stated otherwise.
Where a promotion includes a free item, the free item may also need to be returned unused and in its original condition before a full change-of-mind refund can be processed.
Sale or promotional items remain covered by any rights relating to defective, unsafe or incorrectly supplied goods that cannot legally be excluded.
12. Complaints and Disputes
If you are dissatisfied with how a return, exchange or refund has been handled, please contact us first and provide your order number and details of the complaint.
We will review the matter and make reasonable efforts to resolve it directly and fairly.
Where a complaint cannot be resolved, you may exercise any rights available through an applicable consumer ombud, regulator, tribunal or court.
Nothing in this policy prevents you from approaching the Consumer Goods and Services Ombud, the National Consumer Commission or another body with jurisdiction over the matter.
Your use of an external complaint process does not remove any consumer right or legal remedy available to you.
13. Contact Us About a Return
To request a return, exchange or refund, contact us through our Contact Us page or email our support team.
Please provide your order number, the item concerned, the reason for your request and clear photographs where the item is damaged, defective or incorrect.
Do not send an item back before receiving return instructions from us. Once your request has been reviewed, we will provide the correct return address and any other necessary information.
Email: info@021threadz.co.za
Response time: We aim to respond within 2 business days.
Need Help With a Return?
Contact us for assistance with a return, exchange, refund or an issue with your order.