Returns & Exchanges Policy — Ubuntu Rise Africa
At Ubuntu Rise Africa, we want you to be happy with every branded t-shirt, coffee mug, and jacket you order from us. If something isn’t right, here’s how we can help.
1. Right to Return (Online Purchases)
In line with the Electronic Communications and Transactions Act, if you bought your item through our website, you may cancel your order and return the item(s) within 7 (seven) days of receiving your delivery, without needing to give a reason.
To qualify:
- The item must be unused, unworn, and undamaged
- Original packaging, tags, and labels must still be attached
- Proof of purchase (order number or receipt) must be provided
You will be responsible for the cost of returning the item unless it arrived faulty, damaged, or incorrect.
2. Faulty, Damaged, or Incorrect Items
Under the Consumer Protection Act, you’re entitled to goods that are of good quality, in working order, and free of defects. If your item arrives:
- Damaged in transit
- Faulty or defective
- Not what you ordered
please contact us within 7 days of delivery with your order number and a photo of the item. We will offer a free replacement, exchange, or full refund, including any delivery costs incurred.
3. Custom & Personalised Items
Because many of our products are custom-branded (e.g. printed with a specific logo, name, or design at your request), personalised items can only be returned if they are faulty, damaged, or incorrectly made — not for change of mind. Please double-check your branding details (spelling, logo files, sizing) before confirming your order.
4. Sizing & Exchanges
For t-shirts and jackets, we recommend checking our size guide before ordering. If your item doesn’t fit:
- Standard (non-personalised) items may be exchanged for a different size within 7 days, provided the item is unworn and in original condition
- Personalised items are not eligible for size exchange unless faulty
5. Coffee Mugs
For hygiene reasons, mugs that have been used cannot be returned unless they arrived cracked, chipped, or defective.
6. How to Request a Return
- Email us at [insert support email] or WhatsApp us at [insert number] with your order number
- Let us know the reason for your return and, if applicable, attach photos
- We’ll confirm whether your item qualifies and provide return instructions
- Once we receive and inspect the item, we’ll process your refund or replacement within 7–10 business days
7. Refunds
Approved refunds will be paid back via the same payment method used for the original purchase. Delivery fees are only refunded when the return is due to our error (faulty, damaged, or incorrect item).
8. Non-Returnable Items
- Used or worn items (except due to a fault)
- Items without proof of purchase
- Sale or clearance items marked as final sale
- Personalised/custom items returned for change-of-mind reasons
9. Contact Us
If you have any questions about this policy, please reach out: Ubuntu Rise Africa Email: info@ubuntuariseafrica.co.za