Refund & Exchange Policy

1. Standard Online Orders (Individual Retail)

Applies to standard stock items purchased directly from our online store by individual customers.

1.1 Returns & Exchanges

If you change your mind, you may return standard items within 14 days of receiving your order.

• Condition: Items must be unwashed, unworn, unused, and in their original packaging with tags attached.
• Refund Method: You may choose between a store credit voucher or a cash refund (processed via EFT).
• Note: Original shipping costs are non-refundable for "change of mind" returns.
• Return Shipping: The customer is responsible for the courier cost to return the item to our Pretoria HQ.

1.2 Defective Products (Standard Warranty)

In accordance with the Consumer Protection Act (CPA), all standard Igaloo products carry a 6-month implied warranty against manufacturing defects.

• What is covered: Stitching failures, material flaws, or hardware breakage under normal use.
• What is NOT covered: Normal wear and tear, damage from improper washing, or accidental damage (e.g., running through thorn bushes).
• Resolution: If an item is defective, Igaloo will cover the cost of collecting the item. You may choose a repair, replacement, or full refund.

2. Custom & Club Orders (B2B)

Applies to bulk orders placed by Running Clubs, Corporate clients, or events involving custom branding/logos.

2.1 Customisation Approval

Due to the bespoke nature of club orders, all sales are final once production begins.

• Digital Proof: The client will receive a digital proof (mock-up) prior to production. It is the client's strict responsibility to check all spelling, colors (Pantone), and logo placement.
• Sign-Off: Once the proof is approved in writing (via email), Igaloo is not liable for errors present in the approved design.

2.2 Returns on Custom Items

• Change of Mind: We cannot accept returns or exchanges on custom-branded merchandise as these cannot be resold.
• Sizing: We strongly recommend ordering a "sizing sample" set for your club members to try on before placing the bulk order. Returns cannot be accepted for sizing issues if the delivered items match our standard size guide.

2.3 Bulk Order Inspection Period

Upon receiving a bulk club order, the client must inspect the goods.

• Any shortages, visible defects, or branding errors must be reported to stefan@igaloo.co.za within 7 business days of delivery.
• After this inspection period, the order is deemed accepted in good order.

3. How to Log a Return

To initiate a return, please email us with your Order Number and details of the issue.

Email: stefan@igaloo.co.za

Return Address:
Igaloo (Pty) Ltd
The Village, Hazelwood
Pretoria, 0181