Last updated: 22 Decemer 2025
Our Approach to Returns
At Mabuzi, most of the products we supply are custom-branded, made to order, or decorated specifically for each client.
Because of this, our returns policy is designed to be clear, fair and consistent, while recognising the nature of custom production.
We encourage clients to review product selection, sizing, artwork proofs and samples carefully before confirming production.
Custom-Branded & Decorated Products
Custom-branded products (including printed or embroidered apparel and merchandise) are made specifically to your order.
As a result:
- change-of-mind returns are not accepted
- returns are not available for sizing or fit issues once items have been decorated
- refunds are not provided where goods match the approved artwork and order specifications
This applies to all decoration methods.
Faulty or Incorrect Items
If there is an issue with your order, we want to know about it promptly.
We will review and resolve issues where:
- goods are faulty
- decoration does not match the approved artwork proof
- incorrect items have been supplied
What to do
Please notify us within 7 days of receiving your order, providing:
- your order reference
- a description of the issue
- clear photos where applicable
We will assess the issue and, where appropriate, arrange:
- replacement
- rework
- or another reasonable resolution
Where an item is faulty or incorrect, we will usually require the affected items to be returned to us for assessment before a replacement, rework or other resolution is arranged. Return instructions will be provided as part of this process.
Undecorated / Blank Stock Items
Where undecorated (blank) stock items are supplied:
- returns may be accepted within 14 days, subject to approval
- items must be:
- unworn
- unwashed
- unused
- in original condition and packaging
Return shipping costs are the responsibility of the client unless the item is faulty or incorrect. Restocking fees may apply.
Sampling Returns
Sampling returns are handled in accordance with our Sampling Policy.
Where applicable:
- eligible undecorated samples may be returned within the specified timeframe
- credited or refunded as outlined in that policy
Please refer to the Sampling page for full details.
Client-Supplied (BYO) Items
For client-supplied or BYO apparel and merchandise:
- items are supplied at the client’s risk
- Mabuzi does not accept responsibility for faults, damage or loss
- BYO items are not eligible for return, refund or replacement
This applies even where an issue occurs during decoration.
Please refer to the BYO page for full details.
Promotional Products
Custom-branded promotional products are:
- made to order
- not returnable unless faulty or supplied incorrectly
Non-Returnable Items
The following are not eligible for return:
- custom-branded or decorated products (except where faulty)
- clearance or discontinued items
- items used, worn, washed or damaged after delivery (except where faulty)
- client-supplied (BYO) goods
Reviewing Issues in Good Faith
If something doesn’t seem right, please contact us.
We commit to:
- reviewing issues promptly
- communicating openly
- working with you in good faith to determine a fair outcome where appropriate
Contact Us
If you have a question about returns or believe there is an issue with your order, please contact us as soon as possible with your order details and supporting information.