1. Overview
This Refund & Cancellation Policy sets out the conditions under which PRO.FOUND will refund, exchange, or cancel an order. It forms part of our Terms & Conditions and the Consumer Protection Act, 2008 (CPA) where applicable.
2. Cancellation by You
Standard (stock) items: You may cancel an order before production or dispatch by contacting us. Once an order has been dispatched, it cannot be cancelled and must be returned as set out below.
Custom, printed, or embroidered items: These are produced to your specification and cannot be cancelled or changed once production has commenced.
3. Cancellation by Us
We reserve the right to cancel an order due to pricing errors, out-of-stock products, or suspected fraudulent activity. In such cases we will notify you and refund any payment already received in full.
4. Returns & Exchanges
You may request a return within 7 days of delivery for standard (non-custom) items that are unused, in their original condition and packaging, and accompanied by proof of purchase.
Custom, printed, or embroidered goods are exempt from returns and exchanges unless the product is defective or does not match the approved specification.
5. Defective or Incorrect Goods
If you receive a defective or incorrect item, please contact us within 48 hours of delivery with photographs. We will arrange a replacement or refund, including reasonable return courier costs where the fault is ours.
6. Refund Process & Timeline
Approved refunds are processed back to the original payment method (via PayFast or Ozow) within 7–14 business days. Delivery fees are generally non-refundable unless the return is due to our error.
7. Delivery Fees
Where a return is approved due to a change of mind (and the item is eligible), return courier fees are for your account. We use The Courier Guy for collections; return shipping costs may apply.
8. Contact
To request a cancellation, return, or refund, contact us using the details on our website. Please include your order reference and a description of the issue.