Refund policy

RETURN POLICY 2023

 

Stich at aims to ensure that their products are of the highest quality and standard.  In keeping with Consumer Protection Act, the below refund policy will not be applicable in the following situations.

Where our products are:

• reasonably suitable for the purposes for which they are generally intended;

• are of good quality, in good working order and free of any defects;

• that they will be useable and durable (i.e. will last) for a reasonable period of time;

• that they are reasonably suitable for the specific purpose that the consumer wants to use them for.

  1. Standard Warranty

If you have received a product which turns out to be defective or otherwise of poor quality please notify us as soon as reasonably possible after you become aware of the defect or poor quality or within 2 months after delivery / collection of the product. You can log a return by emailing us at info@stich.co.za, and we will arrange to collect the product from you at no charge (see conditions below) . The item must however be in a re-sellable condition.

Once we have inspected the product and validated your return, we will at your election

  • repair or replace the product, if such repair is possible / we have the same product in stock to use as a replacement or
  • credit your account with the purchase price of the product or refund you if that is your preference. If the repair / replacement takes longer than 21 ordinary days, we will get in touch with you to see if you would rather receive a credit / refund. Please note refunds are subject to a 5% admin fee (see below). 

 

A refund or return will not be possible on discounted/sale items and such purchases are final and cannot be returned or exchanged

A refund or return will not be possible on items that have been customised in any way including all kinds of alterations or additions made to the product ( anything that may change the product from its original form as we advertise and sell them online) as well as any embroidery that has been added. Sales on these items are final. 

To be successful with one of the above return option the original receipt must be produced by the purchaser. Or

Returned items must have tags still on and be returned in original packaging

 

  1. Products damaged on delivery

 

Should a product be damaged or missing any parts at the time of delivery / collection, please notify us within 7 ordinary days of such delivery / collection by logging a return on the Website( specify) .

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

 

  1. Defective products

 

We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

 

The following will NOT be regarded as defects and will not entitle you to a return under this section 3:

      • faults resulting from normal wear and tear; 
      • damage arising from negligence, user abuse or incorrect usage of the item;
      • damage arising from a failure to adequately care for the product;
      • damage arising from unauthorized alterations to the product;
      • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

 

 

  1. Returning non-defective products

Save for certain products that are excluded from this policy you are entitled to return any purchase concluded with Stich, within 30 days of the product(s) being delivered. 


In order to obtain a refund, the product(s) being returned must be sent back to Stich in accordance with the return procedure. 

STICH SCRUBS (PTY) LTD will cover the cost of ONE return for exchange per order, more than one exchange per order will require the customer to cover the courier fees each way. Refunded orders will be liable for the return courier fee as well as a 5% transaction fee. 

Consequently, if upon receiving your purchase you are not satisfied with your choice of product(s) and wish to return it for a refund, please retain the product(s)’ in original packaging, with labels attached, and do not wear or wash the product. 

 

  1. Returns

 

5.1 via Courier

When requesting a return, please email your request with your order number to info@stich.co.za.


Please return your items, with the labels attached, in the original packaging in which your order was delivered. Alternatively, place the items inside a clean plastic bag and seal securely. 

Where there is more than one parcel, ensure that they are tied together. 

The courier will collect the package from the address you supplied within 2 – 4 working days.

Outlying areas will be charged courier fees for one way shipping.  

 

    1. Return items via Drop off points: 


When requesting a return, please email your request with your order number to info@stich.co.za.


Please return your items, with the labels attached, in the original packaging in which your order was delivered. Alternatively, place the items inside a clean plastic bag and seal securely. 

 

**Please note, you risk delaying the refund process if the steps outlined above are not carefully followed. In addition, you will NOT be entitled to any refund if returned product(s) are not sent back to Stich in the exact packaging it was received in, with labels attached, in resalable conditions. 

Stich reserves the right no not accept returns if items have been washed (weather worn or not) .

Stich also reserves the right not to refund a returned product if the product is returned without its original protective packaging and not safely packed in a delivery box.


Furthermore, Stich will not process a refund on defective or incorrect products should you not have followed the procedures as set out in this Returns Policy. 

No refunds or exchanges will be allowed on promotional or sale items.