Returns & Refund Policy

1. The short version

• 30 days from delivery to return or exchange an unworn item.
• Free replacement or full refund on faulty, damaged or incorrect items.
• First size exchange on the same item: we cover the return courier.
• Refunds are paid back to your original payment method within 10 business days.

2. Change of mind

You may return an item within 30 days of delivery for an exchange, store credit or refund, provided it is unworn, unwashed, free of smoke, deodorant and pet hair, and still has its original tags and packaging.

Change-of-mind return shipping is at your cost, except for your first size exchange on the same item — that one is on us. Original shipping fees are not refunded on change-of-mind returns.

3. Faulty, damaged or incorrect items

If your order arrives damaged, faulty, or simply isn't what you ordered, tell us within 7 days of delivery and we'll arrange collection at our cost. You choose: a replacement, store credit, or a full refund including the original shipping fee.

Manufacturing defects — seams pulling apart, print lifting under normal wear, hardware failing — are covered for 6 months from delivery. Normal wear and tear, shrinkage from hot washing, tumble-dryer damage and fading from incorrect washing are not defects.

4. Size exchanges

Sizes run true to our size guide on each product page — check it before you order and you'll usually get it right first time. If not, we'll swap for a different size in the same style, subject to stock. If your size is sold out we'll offer store credit or a refund.

5. What we can't take back

• Items that have been worn, washed, altered or damaged after delivery.
• Items returned without tags or original packaging.
• Caps and bucket hats that show clear signs of wear (sweat marks, brim creasing).
• Personalised or custom-printed items, unless faulty.
• Gift cards and store credit.
• Items returned after the 30-day window.

6. How to start a return

1. Message us on WhatsApp +27 67 676 2833 or email koppie-store@outlook.com with your order number and a photo of the item.
2. We'll confirm the return and send you the return address or arrange a collection.
3. Pack the item securely — original packaging where possible — and include your order number.
4. Once we receive and inspect the item (1–3 business days), we'll confirm your exchange, credit or refund by email.

7. Refund timelines

Approved refunds are processed within 3 business days of inspection and paid back through PayFast to the card or account used at checkout. Depending on your bank, funds usually reflect within 5–10 business days. We do not refund to a different account than the one used to pay.

8. Cancelling an order

Because our items are printed to order, you can cancel for a full refund any time before your order enters production — usually within 12 hours of placing it. After production has started we can no longer cancel, but the 30-day return window still applies once it arrives.

9. Your rights

This policy is in addition to, and does not limit, your rights under the South African Consumer Protection Act 68 of 2008 — including your right to return goods that are defective, unsafe or not as described.