REFUND POLICY

Nosizwe Concepts Return and Refund Policy

Effective date: 20 July 2026

We want customers to receive products that match the approved order and meet reasonable quality standards. This policy should be read together with the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002, where applicable.

1. Standard, unbranded products

A customer who purchased an eligible standard, unbranded product online may notify us of a return within seven days after receiving it, where the cooling-off right under applicable law applies.

The product must be:

• Unworn and unused;

• Unwashed and unaltered;

• In its original condition and packaging;

• Free from marks, odours, hair or damage; and

• Accompanied by the invoice or proof of purchase.

The customer is responsible for the direct cost of returning a non-defective product under the online cooling-off right.

Products returned outside a statutory return right may be accepted at Nosizwe Concepts’ discretion and may be subject to reasonable handling or restocking charges disclosed before the return is accepted.

2. Branded, customised and special-order products

Unless defective, incorrectly supplied or otherwise returnable by law, we cannot accept returns or exchanges for:

• Embroidered, printed or branded products;

• Custom-made clothing or uniforms;

• Products manufactured to customer measurements;

• Specially sourced colours, fabrics or products;

• Products altered at the customer’s request;

• Products bearing a customer’s logo, name or design; or

• Bulk orders manufactured or sourced specifically for the customer.

Customers must carefully check all quotations, sizes, colours, quantities, spelling and artwork before approving an order.

Approval by email, WhatsApp or another recorded written method will be treated as confirmation that the supplied details are correct.

This restriction does not remove the customer’s rights regarding defective, unsafe or incorrectly supplied goods.

3. Incorrect sizes

Customers are responsible for selecting sizes using the relevant product size chart.

An unbranded, standard-size product may be eligible for an exchange if it meets the return conditions above. Courier costs associated with a size exchange are normally payable by the customer.

Branded, altered or custom-made products cannot be returned because an incorrect size was selected or supplied by the customer.

If Nosizwe Concepts supplied a size different from the confirmed order, we will arrange the correction at our cost.

4. Colour and product variations

Minor variations may occur between:

• Screen colours and physical fabric colours;

• Different fabric dye batches;

• Product photographs and the finished product; and

• Garments from different manufacturers or production batches.

These reasonable variations are not necessarily defects. Where exact colour matching is important, the customer should request a physical sample before approving production.

5. Defective or incorrectly supplied products

If an item is defective, unsafe or does not reasonably match the approved order, please contact us as soon as possible and provide:

• The order or invoice number;

• A description of the problem;

• Clear photographs or video showing the issue; and

• The quantity of products affected.

We may inspect the products to determine the nature and cause of the problem.

Where the goods do not meet the standards required by applicable consumer law, the customer may be entitled to a repair, replacement or refund, as provided by law. Nosizwe Concepts will cover reasonable collection or return costs for goods confirmed to be defective or incorrectly supplied.

Normal wear and tear, misuse, incorrect washing, accidental damage or failure to follow the care instructions will not be treated as manufacturing defects.

6. Branding and artwork approval

The customer must approve artwork before production begins. Nosizwe Concepts will not be responsible for errors already present in customer-supplied or customer-approved artwork, including:

• Incorrect spelling;

• Incorrect telephone numbers or contact details;

• Low-resolution images;

• Incorrect logo colours; or

• Incorrect positioning requested or approved by the customer.

If Nosizwe Concepts produces branding that materially differs from the final approved artwork, we will assess the affected products and provide an appropriate remedy.

7. How to request a return

No goods may be returned without first contacting Nosizwe Concepts and receiving return instructions.

Return requests should include:

• Customer name and contact details;

• Invoice or order number;

• Reason for the return;

• Photographs, where relevant; and

• The number of items being returned.

Products sent back without prior arrangement may experience processing delays.

8. Refunds

Approved refunds will be made using the original payment method wherever reasonably possible.

Refunds are processed after the returned products have been received and inspected. Bank and payment-provider processing times may affect when the funds appear in the customer’s account.

Original delivery charges and return courier costs are not normally refundable for a change-of-mind return, except where required by law or where the goods were defective or incorrectly supplied.

9. Exchanges

Replacement products are subject to stock availability. If the requested replacement is unavailable, the customer may select another eligible product, receive store credit or receive a refund where required by law.

Any price difference and applicable courier costs must be settled before the replacement is dispatched.

10. Contact us

To request a return, exchange or report a problem, contact:

Nosizwe Concepts
Email: info@nosizweconcepts.com
WhatsApp/Telephone: +27 609124018
Location: Westville, Durban, South Africa

These policies preserve the customer’s applicable statutory rights under South Africa’s Consumer Protection Act and Electronic Communications and Transactions Act.