Refund policy

Proof-first refunds

Almost everything we sell is printed or embroidered to your artwork. Production starts only after you approve the final print proof. That proof gate is the core of our refund policy.

  1. Before you approve the final print proof
  2. You may cancel for a full refund at any time before you sign off the final print proof. Nothing is printed, and suppliers are not paid for production, until that approval. If you reject the final proof and do not want to revise it, we refund you in full to your original payment method.
  3. 2. After the final print proof is signed off
  4. Once you approve the final print proof, production begins and we pay our print and embroidery suppliers. Printed and embroidered orders cannot be returned or refunded for change of mind, sizing preference, artwork preference, or similar reasons after that point. Please check sizes, colours, placement, and spelling carefully before you approve.
  5. 3. Defects and misprints (your CPA rights)
  6. If an item is defective, damaged in transit, or is a shocking misprint against the approved proof (wrong artwork, wrong placement that clearly does not match the signed proof, or serious quality failure), contact us within a reasonable time of delivery. We will remake the item or refund you, as required under the Consumer Protection Act 68 of 2008. Please inspect your order on arrival and email photos plus your order number to service@dearnelson.co.za.
  7. 4. Unprinted blank products
  8. Unprinted blanks (items with no print or embroidery) may be returned within 14 days of delivery if they are unused, unworn, in original packaging, with tags, and with proof of purchase. To start a return, email service@dearnelson.co.za. Approved blank returns must be sent to:
  9. 18 Balder Road, Douglasdale, Johannesburg, 2191, South Africa.
  10. Items sent back without an approved return request will not be accepted. Return shipping for change-of-mind blank returns is at your cost unless we agree otherwise.
  11. 5. How refunds are paid
  12. Approved refunds are returned to your original payment method, usually within 10 business days of approval. Your bank or card issuer may take longer to post the credit. If more than 15 business days have passed since we confirmed an approved refund and you have not seen it, email service@dearnelson.co.za.
  13. 6. South African law
  14. We sell to customers in South Africa. Goods made to your specifications (custom print or embroidery) are generally excluded from any statutory cooling-off right that might otherwise apply to distance sales of standard goods. Nothing in this policy limits rights you cannot waive under the Consumer Protection Act or other mandatory South African law.
  15. Questions: service@dearnelson.co.za · +27 63 908 0213