Returns and Refunds Policy

1. Returns and Exchanges Window

You may request a return or exchange within 14 calendar days from the date of purchase. Unfortunately, we cannot process returns or exchanges beyond this period.

2. Eligibility for Returns

To be eligible for a return:

• The item must not be a customized or personalized item made specifically for you.
• The item must be unused, in its original condition, and returned in the original packaging.
• A proof of purchase (receipt, invoice, or sales order) is required.
• Payment must have cleared in our account prior to any refund being processed.

3. Exclusions

Please note:

• Printed or branded items or customized or personalized items made specifically for you based on your specifications and approvals are non-returnable unless the product is defective, or the print/branding does not match the approved artwork provided prior to production.

4. Refund Process

Once your returned item is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

If approved, you may choose between:

• A store credit applied to your account, or

• A direct refund to your bank account (banking details must be provided accurately).

Depending on the reason for the return, we reserve the right to deduct a handling fee to cover associated bank charges, transactional costs, or fulfillment expenses.

5. Delayed or Missing Refunds

If you have not received your refund after notification of approval, please reach out to us to follow up. Ensure that you have checked your bank account and allowed sufficient processing time before contacting us.

6. Exchanges

We offer exchanges under the following conditions:

• The item is defective, damaged, or you mistakenly ordered the wrong size or shape.

• Returned items must be unused, in original condition, and returned in the original packaging.

To request an exchange on non-customized, non-personalized or non-branded products, please fill out the Returns form or send an email to info@thegoodiebandit.co.za. 

If the exchange is due to a customer error (e.g., incorrect size or product ordered), we reserve the right to charge a 10% handling fee.

7. Shipping Costs

• You are responsible for return shipping costs unless the return is due to our error (e.g., incorrect item sent).

• Original shipping fees are non-refundable.

• If a refund is issued, return shipping fees may be deducted from the total refund amount (unless we were at fault).

8. Delivery and Time-Sensitive Orders

If you need an order delivered by a specific date, please inform us when placing the order. While we aim to dispatch products promptly, we recommend ordering well in advance to account for potential courier delays.

We rely on third-party courier services and cannot guarantee delivery timelines. Therefore, we are not liable for delays once the item has been dispatched.

9. Damaged Deliveries

If a courier delivers a damaged parcel, please do not accept it and ask the courier to return it. Accepting and signing for a damaged parcel voids any warranty or claim against courier insurance. If the parcel is returned immediately, we can assist you in claiming compensation through the courier's insurance coverage.

Need Assistance?

For any questions related to returns, refunds, or exchanges, feel free to contact our support team via info@thegoodiebandit.co.za.