1. When a Return Can Be Considered
We only accept returns for approved supply issues or stock check findings. That includes the wrong item being supplied, a clear picking error, a short delivery, or stock received in a condition that does not match the order notes. Returns are also considered where an item was packed incorrectly for size breakdown packs, event order kitting, or reseller restocks. If the goods were collected from our Pinetown base or sent through nationwide dispatch, the same process applies.
Because our apparel blanks are meant for sublimation and resale, we need the items to stay unworn, unwashed, and in the same state they were received. Once garments have been printed on, altered, rebagged, or mixed with other stock, we can no longer approve the return. Please check orders as soon as they arrive, especially in hot or humid conditions common in Durban and along the coast, where packaging can be handled quickly and labels can be missed if stock is left waiting.
2. What to Check on Delivery
Before you put stock away, compare the delivery against your invoice and packing slip. This simple check helps catch mistakes early and keeps your own stock records clean. Morne and the warehouse team use batch control and order picking checks, but it still helps when customers do a fast count on receipt.
- Check the item type, colour, and size against the order
- Count each carton, polybag, or pack before signing off
- Look for damaged outer packaging, wet parcels, or broken seals
- Confirm size breakdown packs and promo bundles match the agreed mix
- Record any shortage, over supply, or visible fault on the same day
If the goods were delivered to Phoenix, Umhlanga, Westville, Hillcrest, Amanzimtoti, or another area outside Durban, please keep the carton and labels intact until the check is complete. That makes it easier for us to verify the movement and sort out the issue without delay.
3. How to Log an Approved Return Request
Once you have spotted a supply issue, send a message through our contact form with your order number, a short description of the problem, and clear photos. Please include the outer carton if the issue involves transit damage or a packing error. If the matter involves a stock check, add the counted quantities and the figure you expected to receive.
Our support team, led by Nomvula, will review the request and pass it to the right team member for checking. We may ask for more photos, invoice details, or proof of delivery so we can match the report to the original dispatch. A clear message up front saves time and avoids back and forth later on, which is helpful when you are trying to move stock for a launch or event.
- Order number and invoice date
- Photos of the item and packaging
- Quantity received and quantity expected
- A short note on how the issue was found
- Your contact number and collection address if needed
4. What Happens After Approval
If the return is approved, we will confirm the next step through our contact form. In most cases, the goods must be sent back or made ready for collection before a replacement, correction, or credit is processed. Calvin in logistics will assist with the collection schedule where needed, especially for bulk orders or reseller restocks moving through Pinetown, Westville, or surrounding areas.
We may arrange a direct swap for the same item and size if stock is available. If the original item is no longer available, we will advise on the nearest suitable option or process a credit as agreed. All approved returns are checked by our quality control team before any final outcome is confirmed. Please do not send stock back without approval, as this can delay the process and may lead to rejection.
5. Items We Cannot Take Back
Some items are not eligible for return, even if the order is no longer required. This includes goods that have been customised, washed, worn, or handled in a way that changes their original condition. It also includes stock returned outside the approved window, unless we have confirmed otherwise in writing.
We cannot accept returns where the issue came from incorrect customer handling, storage in damp areas, or transfer of stock between sites without a count. That is especially important for polyester apparel blanks stored near open loading bays, in coastal humidity, or in areas affected by load shedding where stock rooms may not be checked regularly.
- Printed, altered, or used garments
- Items missing original packaging or labels
- Returns not linked to a confirmed supply issue
- Goods damaged after delivery due to poor storage
- Any item sent back without prior approval
6. Timing, Credits, and Stock Checks
Approved return requests should be logged after delivery and within the checking window set out for returns. The quicker the report comes through, the easier it is for us to trace the pack, confirm the count, and sort the outcome. For seasonal planning, bulk order picking, and promo bundle supply, this helps us keep the right sizes moving for everyone else too.
Where a credit is agreed, it will only be processed once the returned stock has been checked back in and matched to the original issue. If a replacement is due, we will send it once the return is confirmed or once stock availability has been verified. A small typo in a count can cause delays, so please double check your figures before sending the request.
7. Need Help with a Return
If you are not sure whether your issue qualifies, contact our support team before sending anything back. Ayanda can help with the order details, Lerato can check production related packing concerns, and Zanele can review quality issues where needed. For collection timing, Morne and Calvin work closely to arrange practical handover points across Durban and nearby areas.
We serve individuals, crafters, small brands, and promotional companies nationwide, so we keep the process straightforward and consistent. The key is simple: report the issue quickly, keep the stock unchanged, and send all the details in one message. That lets us handle approved returns properly and keeps your stock records in order.
