Refund and Returns Policy

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Overview

Returns, Refunds and Exchanges Policy

1. General Policy

At Excelsior Workwear, we are committed to supplying quality personal protective equipment (PPE), workwear and related products. We strive to ensure that all orders meet our customers’ requirements and are delivered in good condition.

If you are dissatisfied with a purchase, please contact us to discuss the matter. All returns, refunds and exchanges are subject to this policy and applicable South African consumer protection legislation.

2. Return Period

Customers must notify Excelsior Workwear of a request for a return or exchange within 7 calendar days of receiving the goods, unless a different period is required by law or agreed in writing.

To initiate a return, customers must provide their order number, proof of purchase, a description of the reason for the return and photographs where relevant.

A return authorisation must be obtained from Excelsior Workwear before goods are sent back. Unauthorised returns may be delayed or refused where legally permissible.

3. Conditions for Returns

For a return to be considered, products must generally:

Be unused, unworn, unwashed and undamaged.
Be in their original packaging, with labels, tags and accessories intact where applicable.
Be accompanied by valid proof of purchase.
Be returned in a condition suitable for inspection and, where applicable, resale.

All returned products are subject to inspection. Approval of a return, exchange or refund will depend on the condition of the goods, the reason for the return and applicable legal requirements.

4. Non-Returnable Products

For hygiene, health, safety and product-integrity reasons, certain products cannot be returned once opened, used or unsealed.

Disposable products that have been opened or whose original protective packaging or seal has been broken are non-returnable and non-refundable, except where a return, replacement or refund is required by applicable law, including where goods are defective, unsafe, damaged on arrival or incorrectly supplied.

This restriction applies to disposable PPE and consumables such as disposable gloves, masks, respirators, earplugs, coveralls and similar single-use protective products, where applicable.

Other products that may not be eligible for return include:

Used, worn, washed or contaminated workwear and PPE, except where the product is defective or another legal remedy applies.
Customised, branded, embroidered or made-to-order items, except where defective, incorrectly supplied or otherwise eligible for a remedy under applicable law.
Products damaged after delivery through misuse, improper storage, negligence or failure to follow product instructions, where the damage is not attributable to a supplier defect.
Products returned without the required accessories or components, where their absence prevents acceptance of the return and no legal remedy applies.

These exclusions do not override any mandatory rights customers may have under South African law.

5. Incorrect, Damaged or Defective Products

Customers should inspect their deliveries upon receipt and notify Excelsior Workwear as soon as reasonably possible if an order contains incorrect, damaged or defective products.

Please provide your order number, a description of the issue and supporting photographs where appropriate.

Following assessment, Excelsior Workwear will arrange an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include repair, replacement, exchange or refund.

Customers will not be required to bear costs that the law requires Excelsior Workwear to cover in resolving a qualifying product defect or supply error.

6. Exchanges

Exchanges may be requested for eligible products, subject to stock availability and approval.

Where an exchange is requested because of an incorrect size or a change in customer preference, the product must generally be unused, unworn, unwashed and returned with its original packaging and labels intact.

Any applicable return or re-delivery charges will be communicated before the exchange is processed, subject to applicable law.

Customised, branded, made-to-order and opened disposable products are generally excluded from preference-based exchanges unless otherwise agreed or required by law.

7. Refunds

Refunds will be considered for approved returns and other circumstances in which a refund is required by law.

Once returned goods have been received and inspected, Excelsior Workwear will notify the customer of the outcome and the applicable refund or other remedy.

Approved refunds will ordinarily be processed using the original payment method, where practicable, or another mutually agreed lawful method.

Refund processing times may depend on the payment provider or financial institution. Excelsior Workwear will communicate any relevant processing information to the customer.

Where a refund is required by law, it will be provided within the applicable statutory timeframe.

8. Return Shipping Costs

For returns resulting from a change of mind, incorrect size selection or another customer preference, the customer may be responsible for reasonable return shipping costs, where permitted by law and communicated in advance.

Where goods are defective, damaged on arrival, incorrectly supplied or otherwise qualify for a remedy for which Excelsior Workwear is legally responsible, the applicable return and replacement arrangements will be handled in accordance with the law.

Customers must follow the return instructions provided by Excelsior Workwear to help ensure that returned goods are delivered safely.

9. Bulk, Corporate and Special Orders

Bulk PPE orders, contract supplies, customised workwear and special procurement orders may be subject to additional terms agreed in writing before the order is confirmed.

Customers are encouraged to verify product specifications, sizes, quantities, branding requirements and delivery details before approving quotations or production.

Any agreed special-order conditions remain subject to applicable consumer protection legislation and other relevant laws.

10. Order Cancellations

Requests to cancel an order should be submitted as soon as possible.

Cancellation may not be possible once an order has been dispatched, customised, branded, manufactured or specially procured. Any applicable cancellation charges will be communicated in accordance with the agreed terms and applicable law.

Nothing in this section excludes any statutory cancellation rights that may apply to the transaction.

11. Statutory Consumer Rights

This policy is subject to the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, where applicable, and other relevant South African legislation.

Where a statutory right to cancel, return goods, obtain a refund or receive another remedy applies, that right takes precedence over any conflicting provision in this policy.

Certain business-to-business transactions may be subject to different legal rules depending on the nature of the transaction, the parties involved and the applicable legislation.

12. Contact Us

To request a return, exchange or refund, please contact Excelsior Workwear through the contact details provided on our website.

Please include your order number and relevant supporting information so that we can assess your request efficiently.

Excelsior Workwear reserves the right to assess each return in accordance with this policy and applicable law.