Refund policy

1. Order Cancellation & Fees

Once an order is confirmed, it is considered a binding contract. However, we understand that circumstances change. Cancellations are subject to the following terms:

  • Handling & Administration Fee: A 15% handling fee will be charged on all cancelled orders where stock has already been picked, packed, or consolidated. This strictly applies to all orders valued above R5,000 (excl. VAT), or any order where the supplier has already levied a restocking fee.

  • Layout Fees: If an order is cancelled after artwork layouts have been generated, a fee of R100.00 (excl. VAT) per layout will be charged to cover design time.

  • Non-Payment: Failure to make full payment within ten (10) working days of the invoice date may result in automatic order cancellation. The company reserves the right to impose the 15% handling fee in cases of non-payment where stock was reserved.

  • Branding Phase: Strictly NO cancellations will be accepted once final artwork approval has been received and branding work (printing, embroidery, etc.) has commenced. The client is liable for the full value of the order at this stage.

  • Settlement: No future orders will be processed until all outstanding cancellation or administration fees have been settled in full.

2. Returns Policy

  • Authorization: Written approval from Unrivaled Branding management is mandatory before returning any goods. Returns will not be accepted without a valid Return Authorization and the accompanying invoice(s).

  • Handling Fee on Returns: Approved returns of stock that has already been collected or delivered will attract a 25% handling and administrative fee.

  • Condition of Goods: Items must be returned in their original, unopened, and undamaged packaging.

  • Consolidated Orders: Orders that include multiple components requiring assembly or consolidation cannot be cancelled or returned once the stock has been consolidated.

3. Non-Returnable Items

To adhere to health, safety, and supplier regulations, Unrivaled Branding does not accept returns on the following categories (unless the stock is faulty):

  • Branded Goods: Any item that has been branded/customized.

  • Memory Sticks & Tech: Due to data security risks, memory sticks cannot be returned once they leave our premises.

  • Hygiene & Consumables: Masks, sanitizers, and perishable items.

  • Clearance Stock: Discontinued or clearance items.

  • Hampers/Kits: If any individual component of a set is missing or opened.

4. Clothing & Laundry Policy

  • Hygiene Requirement: Should clothing items that have been worn need to be returned (e.g., for sizing issues, if approved by management), they must be laundered before being returned.

  • Laundry Fee: If unclean or worn clothing items are returned, a laundry fee of R7.50 per garment will be charged to your account. We reserve the right to reject returns of unwashed garments entirely.

5. Damages, Shortages & Defects

  • Damages & Shortages: Any discrepancies, missing items, or visible damages must be reported in writing within twenty-four (24) hours of collection or delivery. Please endorse the courier waybill with "Damaged" if the parcel arrives in poor condition.

  • Defective Goods/Warranty: If a product is found to be materially defective or covered under warranty, you must notify us within five (5) days of receipt. Failure to report defects within this timeframe may affect your eligibility for a return or replacement under the warranty.

6. Repairs

  • Estimates: Before any repair work is undertaken, a cost estimate will be provided for your approval.

  • Unclaimed Items: Repaired items that are not collected within 30 to 90 days after notification of completion may be sold by the company to defray expenses.