We want you to be happy with the quality of your MerchSquad Apparel order. Please inspect your garments as soon as they are delivered or collected.
If you believe an item is defective, damaged or incorrectly supplied, please email info@merchSquad.co.za within 7 days of receiving it. Include your order number, a description of the issue and clear photographs where possible. Reporting the issue within 7 days helps us resolve it quickly, but it does not reduce any rights you may have under the Consumer Protection Act 68 of 2008 (“CPA”) or other applicable South African law.
2. Size selection and fit samples
Customers are responsible for selecting the correct garment and size using the size information, measurements and fit samples provided.
We do not offer refunds, returns or exchanges because of sizing, fit preference or a change of mind where fit samples have been supplied or made available before the order is confirmed. By approving the sizes after checking or trying the fit samples, the customer accepts the selected sizing and fit.
Fit samples are a guide to the cut and sizing of the final garments. Minor variations may occur because of fabric type, printing, manufacturing tolerances or differences between garment styles.
This sizing rule does not apply where:
we supplied a different size from the size ordered or approved;
the finished garment materially differs from the approved fit sample or specification;
the garment is defective, unsafe or not of acceptable quality; or
applicable law gives the customer a right that cannot be excluded.
3. Custom-made, branded and personalised garments
Custom-made, personalised, printed, embroidered or branded garments are produced specifically for the customer and cannot ordinarily be returned, exchanged or refunded because of a change of mind, an artwork approval, colour preference or an incorrect size selected by the customer.
Before production begins, customers must carefully check and approve all relevant details, including:
garment styles and quantities;
sizes and size breakdowns;
colours and fabric choices;
names, numbers and spelling;
logos, artwork and branding placement; and
digital or physical proofs, where supplied.
Once a proof has been approved or production has started, changes or cancellations may not be possible. This does not limit the customer’s rights where the completed goods are defective, incorrectly supplied or materially different from the approved specification.
4. Swimwear and hygiene
For hygiene reasons, swimwear may be tried on only over underwear. Any hygiene liner, tag or protective seal must remain attached and intact.
Swimwear will not be accepted for a change-of-mind return or exchange if it:
has been worn directly against the skin;
has been used in water;
has been washed;
is marked, soiled or has an odour;
has had its hygiene liner, tags or protective seals removed or damaged; or
is not in its original saleable condition.
These hygiene restrictions do not remove any right the customer may have if the swimwear is defective, damaged, unsafe or incorrectly supplied.
5. Eligible returns
Where a return is accepted, the item must ordinarily be:
unworn, unused and unwashed;
clean and free from marks, make-up, deodorant, odours, pet hair or other contamination;
returned with all original tags, hygiene liners and packaging intact; and
accompanied by the receipt, order confirmation or other proof of purchase.
We may reasonably refuse a change-of-mind return if these conditions are not met, subject always to rights that cannot be excluded under applicable law.
6. Defective, damaged or incorrect items
If an item is defective, damaged on delivery or different from what was ordered, contact us at info@merchSquad.co.za before returning it.
We will inspect the item and, where the CPA or another applicable law requires it, provide the appropriate remedy. Depending on the circumstances and the customer’s statutory rights, this may be a repair, replacement or refund.
Damage caused by normal wear and tear, incorrect care, misuse, alterations, accidents or failure to follow the garment’s care instructions is not considered a manufacturing defect.
7. Sale and clearance items
Sale or clearance items are not refundable or exchangeable merely because the customer changed their mind, selected the wrong size or no longer wants the item, unless we expressly agree otherwise.
Sale status does not remove the customer’s statutory rights if an item is defective, unsafe, incorrectly supplied or materially different from its description.
photographs showing any alleged defect, damage or incorrect supply.
Please wait for return instructions and approval before sending the item. Do not send an item directly to a manufacturer or supplier. Items sent without prior authorisation may delay the assessment of the return.
9. Return shipping
If a return is accepted because the item is defective, damaged or incorrectly supplied, MerchSquad Apparel will arrange or reimburse reasonable return shipping where required by law.
For an approved change-of-mind return or exchange that is not caused by our error, the customer is responsible for the return shipping costs, unless applicable law provides otherwise. Original delivery charges and return shipping charges are not refundable where the law permits this.
The customer remains responsible for the parcel until it is delivered to us. We recommend using a trackable delivery service and retaining proof of shipment.
10. Inspection and outcome
Once the returned item is received, we will inspect it and email the customer with the outcome. The inspection will consider the condition of the item, the reason for the return and the customer’s rights under applicable law.
If a return does not meet this policy and no statutory remedy applies, we may decline the return and arrange for the item to be sent back to the customer at the customer’s cost.
11. Refunds
Approved refunds will be made to the original payment method unless another method is agreed or required. Processing times vary between banks and payment providers. We will notify the customer when the refund has been processed.
If an approved refund does not appear after the normal banking processing period, first check with your bank or card provider. If the refund is still not reflected, contact info@merchSquad.co.za.
12. Exchanges
Exchanges are subject to approval and product availability. We do not offer size exchanges where fit samples were supplied or made available and the customer approved or selected the sizes before production.
Where an exchange is approved, the replacement item will be sent after the returned item has been received and inspected, unless we agree otherwise.
13. Online purchases and statutory rights
Certain online purchases may qualify for a cooling-off right under the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”). That right is subject to the conditions and exclusions set out in ECTA, including exclusions that may apply to goods made to the customer’s specifications or clearly personalised.
Nothing in this policy excludes, restricts or waives a customer’s rights under the CPA, ECTA or any other applicable South African law. If any part of this policy conflicts with a mandatory legal right, that legal right will apply.
14. Contact us
For return, exchange or refund enquiries, contact:
