Last Updated:  30 June 2026

At Stitch Berry, we take pride in supplying quality products and professionally branded merchandise. As many of our products are customised specifically for each customer, our Returns & Refund Policy differs from that of a standard retail store.

Please read the following policy carefully before placing your order.

1. Custom Branded Products
Products that have been customised or branded specifically for you, including but not limited to:

•  Embroidery
•  Screen Printing
•  DTF Printing
• UV Printing
• Laser Engraving
• Custom Manufacturing
•  Personalisation

cannot be returned or refunded unless:

• the product contains a manufacturing defect;
• the product was branded incorrectly due to an error by Stitch Berry;
• the incorrect product was supplied; or
•  the product was damaged prior to delivery.

As these products are manufactured specifically for your order, they cannot be resold.

2. Non-Branded Stock Products
Standard, non-customised products may be eligible for return provided that:

• the return request is made within (7 calendar days) of delivery;
• the product is unused;
  * the product is unworn;
• the product remains in its original packaging;
• all labels and tags remain attached; and
• the product is in resalable condition.

Returns must first be authorised by Stitch Berry.

Unauthorised returns may be refused.

3. Incorrect Orders
If you receive:

• an incorrect product;
• an incorrect quantity;
• incorrect branding;
• damaged goods; or
•  defective products,

please notify Stitch Berry within (48 hours) of delivery.

Photographs of the products may be requested to assist with the investigation.

Where the issue is confirmed, Stitch Berry will, at its discretion:

• replace the affected products;
• repair the products where practical;
• provide a credit; or
•  issue a refund.

4. Manufacturing Defects
Should a manufacturing defect become apparent after delivery, please contact us as soon as reasonably possible.

Each claim will be assessed individually.

Normal wear and tear, misuse or incorrect garment care are not considered manufacturing defects.

5. Artwork Approval
Customers are responsible for approving all artwork before production.

Once written artwork approval has been received, Stitch Berry cannot accept responsibility for:

• spelling errors;
• grammar mistakes;
• incorrect colours approved by the customer;
• incorrect logo placement approved by the customer;
• incorrect sizing approved by the customer; or
•  any other errors contained within the approved proof.

Products produced exactly according to an approved artwork proof are not eligible for return or refund.

6. Colour Variations
Please note that slight colour variations may occur between:

• digital artwork and printed products;
• computer monitors and physical products;
• different production batches;
•  different fabrics or materials.

These variations are considered normal within the printing and branding industry and are not regarded as defects.

7. Natural Materials
Products manufactured from natural materials, including but not limited to:

• wood;
• bamboo;
• leather;
• cork; and
• natural fabrics,

may display slight variations in grain, texture or colour.

These natural characteristics form part of the product and do not qualify as defects.

8. Return Process
To request a return, please contact Stitch Berry before returning any goods.

Your request should include:

• your order number;
• your company name (if applicable);
• a description of the issue;
• photographs of the affected products; and
•  your preferred resolution.

Returns sent without prior approval may not be accepted.

9. Refunds
Where a refund has been approved, refunds will be processed using the original payment method wherever reasonably possible.

Refund processing times may vary depending on the payment provider or financial institution.

Shipping charges are generally non-refundable unless the return results from an error by Stitch Berry.

10. Exchanges
Exchanges are subject to product availability.

Where an exchange cannot be completed, Stitch Berry may offer:

• an alternative product;
• store credit; or
• a refund where appropriate.

11. Products That Cannot Be Returned
The following products are generally not eligible for return:

• embroidered garments;
• printed garments;
• engraved products;
• personalised gifts;
• custom manufactured items;
• products produced according to approved artwork;
• products damaged through misuse;
• products damaged through incorrect washing or care;
• clearance or discontinued items (unless defective).

12. Garment Care
Customers should follow all supplied care instructions.

Improper washing, ironing, bleaching or tumble drying may damage branded garments.

Damage resulting from incorrect care is not covered under this policy.

13. Consumer Rights
Nothing contained within this policy limits or excludes any rights afforded to consumers under the Consumer Protection Act, 2008 (CPA) or any other applicable South African legislation.

Where the CPA provides greater protection than this policy, the provisions of the CPA shall apply.

Need Assistance?
If you have any questions regarding returns, refunds or warranty claims, please contact Stitch Berry using the details provided on our Contact page.

Our team will be happy to assist you.