1. Production and delivery timing
Production is estimated at 7–10 working days after receipt of full payment and approval of the required artwork and order details. Working days exclude weekends and South African public holidays. Courier transit is additional and depends on the confirmed service and destination.
Please tell us about event deadlines before accepting the quote. We will advise you of material delays. A production estimate is not a guarantee of arrival on a date that has not been expressly agreed.
2. Courier charges and collection
Our default courier arrangement is PostNet-to-PostNet, unless otherwise stated or an alternative is agreed, including a customer's preferred service where available. See your quote / invoice for the courier service provider and charges.
Courier costs are added to the quote and/or invoice and confirmed before you accept the final total; they are not included in the website garment estimate. Provide the correct recipient name, contact number and preferred receiving PostNet branch. We confirm arrangements and any collection details by email or WhatsApp.
Our business location is Benoni, Gauteng, South Africa. Do not assume that a walk-in collection point or public shop is available. Any collection or return handover must be arranged with us first.
Tell us promptly if a parcel is delayed, missing, damaged or sent incorrectly so we can investigate and arrange the remedy required by law. We do not automatically pass all courier loss or damage risk to you. Any additional delivery attempt or customer-requested change and its charge must be explained and agreed where lawful.
3. Custom-made and personalised products
Where the law permits, custom-made or clearly personalised goods are not eligible for a change-of-mind return simply because you chose the wrong size or colour, supplied incorrect artwork or spelling, or changed your mind after approving the specification.
This restriction does not apply to defects, our production errors, incorrectly supplied goods, misleading descriptions or any other non-excludable consumer remedy. Contact us immediately about proposed changes or cancellation; we will explain what remains possible and any lawful costs.
4. Non-personalised goods and cooling-off rights
For eligible non-personalised goods bought through an electronic transaction, ECTA may allow you to cancel without a reason within seven days after receiving the goods. Where that right applies, only the direct cost of returning the goods may be charged, and amounts paid must be refunded within 30 days of cancellation.
Goods made to your specifications or clearly personalised may fall outside that cooling-off right. Other lawful exclusions and consumer rights may apply depending on the transaction. KC branding alone does not automatically mean an item was personalised for you.
Contact us to arrange an eligible return and obtain the correct return instructions. Keep the goods and packaging reasonably protected. We will assess returns under the applicable law rather than impose a blanket 'no refunds' rule.
5. Defective, unsafe or incorrect goods
If goods fail to meet the CPA's applicable quality requirements within six months after delivery, you may return qualifying goods without penalty and at our risk and expense, and direct us to repair, replace or refund them as provided by the CPA. Applicable legal conditions and exceptions remain in force.
This protection is not removed merely because a product is customised. Damage caused by misuse, unauthorised alterations or failure to follow care instructions is assessed separately under the applicable law.
Please send your order or invoice reference, a description of the issue and helpful photographs by email or WhatsApp. Report courier damage promptly where possible, but a request for prompt notice is not a shortened statutory warranty or a requirement to report every defect within 48 hours.
6. Return process and refunds
Contact us before sending goods so we can provide return or collection instructions. We will confirm who pays return transport in line with the reason for the return and the applicable law. Statutory defective-goods returns are at our risk and expense.
Refunds are processed as required by the applicable law. We will confirm the amount and payment arrangements with you and will not substitute store credit for a refund you are legally entitled to receive without your agreement.
Nothing in these policies excludes, restricts or replaces rights that cannot lawfully be excluded under South African law, including the Consumer Protection Act (CPA), the Electronic Communications and Transactions Act (ECTA) and applicable privacy legislation.
Contact Krüger Customs SA by email at krugercustomssa@gmail.com or WhatsApp +27 60 976 8496. Our business location is Benoni, Gauteng, South Africa. Collection and returns must be arranged with us first; do not send goods to an unconfirmed location.