Refund and Returns Policy

1. Returns & Exchanges for Unused Goods

  • Customers may return unused, unworn and undamaged items within 30 calendar days of purchase.

  • Returned items must be in their original packaging, with all tags and labels attached, and in strictly resaleable condition.

  • Items showing signs of wear, alteration, stains, or damage may be refused.

  • Exchanges (such as size changes) are allowed where stock is available and the returned item passes inspection.

2. Defective or Incorrect Items

  • If you receive an item that is defective or incorrect, please notify SmartGowns within 7 calendar days of delivery or collection.

  • Once inspected and verified, SmartGowns will, at its discretion:

    • Repair or alter the item;

    • Replace the item; or

    • Provide a refund via the original payment method.

  • Damage caused by misuse, negligence, improper care, unauthorised alterations, or normal wear and tear does notqualify as a defect.

3. Refunds

  • Refunds are processed after the returned item has been inspected and approved.

  • Refunds are issued to the original payment method within 7–14 business days.

  • Shipping fees are non-refundable, except where SmartGowns is responsible for the error or the item is confirmed defective.

  • In the case of exchanges, any price differences will be charged or refunded accordingly.

4. Return Shipping Costs

  • For standard returns (change of mind, incorrect size, unwanted items):
    Customers are responsible for return courier/shipping fees.

  • For defective or incorrect items supplied by SmartGowns:
    SmartGowns will cover the return shipping cost or provide a prepaid return label where feasible.

  • A trackable courier service is recommended as SmartGowns cannot be held liable for parcels lost in transit.

5. Timeframes & Limitations

  • Returns received after 30 days may be declined or accepted at SmartGowns’ discretion (typically for store credit).

  • No refund or exchange will be processed before the returned item is received and assessed.

6. Custom / Made-to-Order Items

  • Custom products (such as special sizes, institutional colours, embroidery or personalised garments) are non-returnable and non-refundable, unless defective.

  • Verified defects in custom items are handled according to Section 2.

7. Sale & Promotional Items

  • Sale, clearance or promotional items may qualify for exchange only, unless defective.

  • Items marked as “final sale” cannot be returned unless legally required under South African consumer law.

8. How to Initiate a Return or Refund

To start a return or exchange:

  1. Email info@smartgowns.co.za with:

    • Your name

    • Contact number

    • Invoice/order number

    • Reason for return

    • Photos (if relevant)

  2. If the return is approved, SmartGowns will send return instructions and the return address.

  3. Return the item in its original packaging within 5 days of approval.

  4. SmartGowns will inspect the item and confirm the outcome (refund or exchange) within 3 working days of receiving the return.

9. Compliance with South African Law

This policy complies with the Consumer Protection Act, 2008 (CPA).
Where this policy conflicts with statutory consumer rights, the law prevails.

10. Contact Information

SmartGowns
Email: info@smartgowns.co.za
Phone: +27 62 438 2564
Address: 3 Mandulia Street, West Acres, Mbombela, 1201, South Africa