Returns & Refunds

Last updated: [19 June 2026].

Because embroidery and branded apparel are made to your specification, our returns policy is a little different from a normal shop. Here's how it works, in plain terms.

Custom-made items

Embroidered and personalised items are produced specifically for you, so they cannot be returned or refunded for a change of mind. This is standard for custom goods and is allowed under South Africa's Consumer Protection Act.

If something is wrong on our side

Your satisfaction matters to us. If an item has a genuine fault that is our responsibility — for example, the logo placement does not match the agreed brief, a stitching defect, or an error we made — please contact us within 7 days of collection. Where possible, send a photo so we can see the issue quickly.

How we put it right

For genuine faults on our side, we will repair, re-do or refund the affected items, whichever is most appropriate. We will always try to find the fairest solution for you.

Approved samples

Before we start production we give you a free sample to approve. Once you have approved the sample, items that match it are not considered faulty — so please check your sample carefully before approving: placement, colours, spelling and size.

Garments you supply

If you provide your own garments, they are embroidered at your own risk. We take great care, but we cannot refund or replace supplied garments for manufacturing faults, or for the occasional damage that can occur during embroidery.

Deposits

The 70% deposit secures your digitising and production slot. Once digitising or sample work has started, it is non-refundable, because the work has already been done.

How to reach us

WhatsApp +27 67 177 9365 · sales@ayeshaembroidery.com. We're here Monday to Thursday 07:00–15:45, Friday 08:00–14:00, and alternate Saturdays.