Returns & refunds

This policy explains when you can return something, when you cannot, and what we do about goods that arrive faulty or wrong. Nothing here takes away any right you have under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECT Act).

Custom-branded and made-to-order goods

Read this part first, because most of what we sell falls under it.

Anything we brand, print, embroider or otherwise decorate for you is made to your specification. It is produced for your order alone, from your artwork, and it cannot be resold to anyone else. The 7-day cooling-off right in section 44 of the ECT Act does not apply to goods made to a consumer's specifications, and we do not offer change-of-mind returns on them.

So: custom-branded goods cannot be returned or refunded because you changed your mind, ordered the wrong size, or no longer need them. They can absolutely be returned if they are defective, or if they are not what you ordered - see below.

This is exactly why we ask you to approve an artwork proof before we manufacture anything. Please check the proof carefully - the spelling, the sizes, the placements and the colours - because it is what we produce against.

Unbranded stock items

If you have bought a plain, unbranded item with no decoration applied, you may return it within 7 days of delivery for a refund or exchange, provided it is:

• unused, unworn and unwashed;
• in its original packaging with any tags still attached; and
• in a resaleable condition.

Return courier costs for a change-of-mind return are yours. We refund the price of the goods once we have received them and checked their condition.

Defective, damaged or incorrect goods

This applies to everything we sell, custom-branded goods included.

Under section 56 of the CPA you may return goods that are defective, unsafe or not fit for their ordinary purpose within 6 months of delivery, and choose whether you want them repaired, replaced or refunded. The same applies if we send you the wrong item, the wrong size or the wrong quantity, or if the branding does not match the proof you approved.

We pay the return courier costs on defective or incorrect goods. You will not be charged for our mistake.

What does not count as a defect

• Colour variance. Screens are backlit and fabric is not; printed and embroidered colours will not match your monitor exactly, and dye lots vary slightly between production runs. If exact colour matching matters to you, ask us about a physical sample before you order.
• Small placement tolerances. Branding is positioned by hand to a tolerance; minor variation between individual units in a run is normal in the trade and is not a defect.
• Anything matching the proof you approved. If the finished item matches your approved artwork proof, it is not defective - including a spelling error or a wrong logo version that was in the proof.
• Damage from wear, misuse, incorrect washing, or alteration after delivery.

Cancelling an order

• Before production starts - which includes the whole period while we are confirming artwork and, where applicable, delivery costs - you may cancel for a full refund.
• Once production has started, custom-branded orders cannot be cancelled, for the same reason they cannot be returned: the goods are already being made to your specification.

If we cannot fulfil your order - stock we expected does not arrive, for example - we will tell you, offer you a substitute where one exists, and refund you in full if you would rather not take it.

How to request a return

Email sales@ulfgear.com within 7 days of delivery for damaged, short-shipped or incorrect goods (or at any point within 6 months for a defect that appears later), and include:

• your order number - you can find it under My orders;
• what is wrong, and which items are affected;
• clear photographs of the problem and of the packaging if it was damaged in transit.

We will come back to you with a return address and, where the return is our responsibility, a prepaid courier collection. Please do not send anything back before we have confirmed the return - unannounced returns are easy to lose.

How refunds are paid

Approved refunds are paid back to the original payment method through PayFast. We do not pay refunds in cash, to a different card, or as store credit unless you ask us to. We aim to process approved refunds within 10 working days of approving the return; how long your bank then takes to show the money is up to them.

Where only part of an order is returned, we refund that part. Setup and layout fees already incurred on artwork we have prepared are not refundable once the work has been done, except where the fault is ours.

Still not sorted?

If you are unhappy with how we have handled a return, reply to us and say so - we would rather fix it directly. You also have the right to refer a complaint to the National Consumer Commission or a recognised consumer goods ombud.

See also our shipping & delivery policy and our terms & conditions.