Refund policy

Returns & Refunds Policy

This Returns & Refunds Policy outlines the conditions under which Wear your identity “WYI” will accept the return of goods and process refunds. This policy forms part of our standard Terms and Conditions and applies to all customers. By placing an order with WYI, you agree to the terms set out below.

1. Return Authorisation

1.1 Written Authorisation Required

No goods may be returned or exchanged without prior written authorisation from TPG. All return requests must be submitted within 24 hours of delivery or collection of the goods.

To request a return authorisation, please contact your TPG Account Manager or email: Sales@wyi.co.za

1.2 No Walk-In Returns

Goods may not be returned to any WYI physical address unless prior written arrangements have been made with WYI. Unauthorised returns will not be accepted.

2. Branded & Custom-Made Goods

2.1 No Returns on Branded Goods

WYI will not accept returns or exchanges on any branded or custom-made goods. This includes all goods that have been printed, embroidered, engraved, or otherwise personalised with the Customer's artwork, logo, or branding.

2.2 Pre-Production Cancellations

Where branded goods have not yet entered production but artwork has been generated and goods have been pulled from stock, a 25% handling fee of the purchase price will apply, along with any applicable courier costs.

3. Damaged, Missing & Incorrect Goods

3.1 Reporting Damaged or Missing Goods

The Customer must report any damaged or missing goods to Sales@wyi.co.za within 24 hours of receiving the goods. Claims submitted after this period will not be entertained.

3.2 Damaged Packaging on Delivery

If goods are delivered in damaged packaging or the outer box shows signs of tampering, the Customer must:

  • Note the damage on the delivery slip at the time of signing.
  • Forward the signed delivery slip and photographs of the damaged packaging to Sales@wyi.co.za  within 24 hours.

WYI will investigate the matter and may authorise a refund or arrange for replacement goods.

3.3 Short Supply

The Customer must inspect all goods upon delivery or collection. Any items short-supplied (fewer goods received than ordered and invoiced) must be reported to Sales@wyi.co.za  in writing within 7 calendar days of receipt. Failure to notify WYI within this period will be deemed as acceptance that the order has been fulfilled in full.

3.4 Incorrect Selection by Customer

If the Customer has selected incorrect goods, colours, or sizes, the Customer will be required to accept the goods as-is and reorder the correct items. WYI will not accept returns in this instance.

3.5 Error by TPG

If WYI has made an error with respect to the incorrect goods, colour, branding, or size — through no fault of the Customer — the Customer will be required to return the goods. Upon confirmation of WYI's error, a refund or replacement will be arranged.

4. Refund Processing

4.1 Refund Timeline

Once WYI confirms that a refund is applicable, the refund will be processed within approximately 14 days. While WYI will take all reasonable steps to process refunds timeously, this timeframe cannot be guaranteed.

4.2 Credit Option

The Customer may request a credit in lieu of a cash refund. Credit will be granted at WYI's sole discretion.

5. Online Store Purchases

The following terms apply specifically to goods purchased through our online store at WYI.co.za.

5.1 Consumer Cooling-Off Period

In accordance with the Consumer Protection Act 68 of 2008, customers who purchase goods through our online store may cancel the transaction and return the goods without reason within 7 (seven) days of delivery. To qualify:

  • The goods must be unused and in their original condition and packaging.
  • The return must be initiated by emailing Sales@wyi.co.za within 7 days of receiving the goods.
  • Return shipping costs are for the customer's account.
  • This excludes custom designs.

5.2 Refund Processing

Refunds for online store purchases will be processed to the original payment method  within 10 business days of WYI receiving and inspecting the returned goods.

5.3 Damaged or Incorrect Online Orders

If goods purchased through the online store arrive damaged or are incorrect (through no fault of the customer), please email sales@wyi.co.za with your order number and photographs within 24 hours of delivery. WYI will arrange a replacement or full refund including return shipping costs.

5.4 Online Store Exclusions

The 7-day cooling-off period does not apply to goods purchased via the quote process, as those orders are governed by the standard return terms above.

Contact Us

For all returns and refund queries, please contact WYI at Sales@wyi.co.za or reach us at:

This policy is subject to change without prior notice and forms part of WYIs standard Terms and Conditions.