Last updated: 22 August 2026
We want you to be happy with what you receive. This page sets out exactly when you can return something, and what happens next. If anything here is unclear, email info@shadowpress.co.za and we will talk it through.
The short version
- We got it wrong — faulty, damaged or not what you ordered. Tell us within 7 days. We replace it or refund you in full, and we pay the return shipping.
- You changed your mind on a stock item — 14 days, unworn and unwashed, in original condition. You pay the return shipping.
- Custom or personalised work — cannot be returned for a change of mind, because it was made for you and cannot be resold. Faulty work is always our responsibility.
- Digital downloads — non-refundable once downloaded.
1. Faulty, damaged or incorrect items
If your order arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery with your order number and photographs of the problem. We will arrange collection at our cost and either reprint or replace the item, or refund you in full — your choice.
Print defects we treat as faults include: cracking or peeling within normal wear, print placement more than 10mm off the agreed position, the wrong colour garment, the wrong size, and text errors that differ from the proof you approved.
2. Change of mind on ready-to-wear stock items
You may return a stock item within 14 days of delivery for a refund, provided it is:
- unworn, unwashed and free of odours, marks or pet hair;
- in its original condition with any tags still attached;
- accompanied by proof of purchase.
You arrange and pay for the return shipping. We refund the item price once we have received and inspected it, usually within 5 working days. Original delivery charges are not refunded.
3. Custom, personalised and bulk orders
Anything printed, pressed, embroidered or cut to your specification is exempt from the standard cooling-off return right under section 20(2)(d) of the Consumer Protection Act, 2008, because it was produced to your special order and cannot be sold to anyone else.
This means we cannot accept a return because you changed your mind about the design, the colour, the garment style or the quantity. It is why we send a digital proof before production, and why proof approval matters — please check it carefully.
None of this affects your rights if the work is faulty. If we produce something that does not match the proof you approved, or the print fails in normal wear, section 1 applies in full.
4. Sizing
Please use our size guide before ordering. On stock items, a size exchange is treated as a change of mind under section 2. On custom items we cannot exchange for size, so if you are between sizes or ordering for a team, ask us for a sample garment first — we would much rather send one shirt than reprint fifty.
5. Cancelling an order
- Stock items: cancel any time before dispatch for a full refund.
- Custom items, before proof approval: full refund, less any design time already invoiced.
- Custom items, after proof approval or once production has started: we will charge for materials consumed and work completed, and refund the balance.
6. Digital products
Digital downloads are delivered immediately and cannot be returned. If a file is corrupt, will not open, or is not what the product page described, contact us and we will fix it or refund you.
7. How to start a return
- Email info@shadowpress.co.za with your order number, what you would like to happen, and photographs if the item is faulty.
- We will reply within 2 working days with return instructions and an address.
- Pack the item securely. Returns damaged in transit because of poor packing may not be accepted.
- Once we receive and inspect it, we process your refund to the original payment method, usually within 5 working days. Your bank may take a further 3–5 days to show it.
8. Lost or delayed deliveries
If your tracking has not moved for 5 working days, tell us and we will follow it up with the courier. If a parcel is confirmed lost in transit, we reprint or refund at no cost to you.
9. Your statutory rights
Nothing on this page limits your rights under the Consumer Protection Act, 2008. Where this policy is more generous than the law requires, the more generous term applies.