REFUND AND RETURNS POLICY

Last Updated: 29 Dec 2025 Website: www.mustardfaith.co.za

1. OVERVIEW

At Mustard Faith, we take pride in the quality of our prints and apparel. Our policy is drafted in accordance with the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECT Act) of South Africa.

Please read this policy carefully before making a purchase, specifically regarding Custom/Personalized items.

2. CUSTOM & PERSONALIZED ITEMS (NO REFUNDS)

Because we print these items specifically for you upon order, we do not offer refunds, returns, or exchanges on custom-made or personalized goods due to a "change of mind" or incorrect size selection by the customer.

This includes:

• Any item printed with a specific name, date, or personal message.

• Custom designs uploaded by the customer.

• Items where a specific non-standard color combination was requested.

Legal Note: This exception is in line with Section 42(2)(f) of the ECT Act, which states that the standard 7-day cooling-off period for online purchases does not apply to goods made to the consumer’s specifications.

3. STANDARD (NON-CUSTOM) ITEMS

For standard "Mustard Faith" branded stock (items that are not personalized), we offer a 7-day exchange or refund policy.

To be eligible for a return:

• The item must be unused, unwashed, and in the same condition that you received it.

• It must be in the original packaging.

• You must log the return within 7 days of delivery.

Note: The customer is responsible for the courier costs to return the item to us.

4. DEFECTIVE OR DAMAGED GOODS

If you receive an item that is defective (e.g., ripped fabric, printing error, or wrong size sent by us), you are protected by the CPA.

• Reporting Period: You may return defective goods within 6 months of delivery.

• Process: We will arrange for the collection of the defective item at our cost.

• Resolution: Upon inspection, if the defect is a manufacturing fault, we will offer you a choice of:

  1. A full Reprint/Replacement (sent immediately).

  2. A full Refund to your original payment method.

What is NOT a defect?

• Slight color variations between digital mockups and actual fabric prints.

• Damage caused by failing to follow care instructions (e.g., ironing on the print or tumble drying).

• Normal wear and tear.

5. HOW TO LOG A RETURN

To start a return, please follow these steps:

1. Email or WhatsApp: Contact us at sales@mustardfaith.co.za or 082 699 8772 with your Order Number.

2. Evidence: If the item is defective, please attach clear photos of the issue.

3. Approval: We will review your request. If approved, we will provide you with shipping instructions (e.g., how to deposit into a Pudo locker).

6. REFUND PROCESSING

• Once your return is received and inspected, we will notify you via email/WhatsApp.

• If approved, your refund will be processed via EFT or reversed to your card.

• Please allow 2-5 working days for the funds to reflect in your account, depending on your bank.

7. SHIPPING COSTS ON RETURNS

• Defective Item / Our Error: We pay for the courier.

• Change of Mind / Size Exchange (Standard Items): You (the customer) pay for the courier to return the item to us.