General Refunds and Returns Policy

Section 1 – Returns

Consumer Protection states that a retailer or service provider does not have to provide a refund or an exchange to products if the customer simply changed mind, circumstances have changed or they found cheaper products elsewhere so choose your items wisely. However, we may offer you an exchange or a credit to your account should you need to return the product due to manufacturing defects.

We understand that the experience of buying products online versus buying in person in the physical retail store is different. We are trying our very best to make your buying experience as good as possible.

Our team will process all return requests and do investigation further to confirm such request is valid. We will advise you on the process of returning the product once we have confirmed the validity of the request. Please do not send back the product to us unless we advised you to do so.

Returning faulty products:

Returning Products not as described:


  1. All returns and refund request will be processed within 5 business days after receiving the returned item.
  2. We will not provide a refund or an item exchange if upon inspection we found out that the product is not faulty and show no significant difference to the description in the product listing.
  3. There are products that may require a restocking fee of 20% of the total value of the product/s bought if the product is in good condition and is as described.

Section 2 – Refunds

Your payment will be refunded to your original payment method as soon as your request is approved. Original payment method means that if you purchased the product using your credit card (or debit card), we will reverse your payment through that same channel. You will be notified of the status of the refund via email. Due to differences in bank processing times, you may experience some delays in reflecting the refunds in your payment methods.

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-10 days.

What we need from you

  1. Proof of evidence showing the product is faulty or not as described.
  2. Tracking number or invoice that will satisfy that the request is still within the specified time frame.
  3. All requests must be submitted through our Contact Us page or through our support email [email protected] within the duration of the warranty. Don’t forget to indicate the required proof or attach screenshots so we can facilitate the processing of your request.

Section 3 – Exchanges

We do not allow product exchanges as this is considered to be returning the product without a valid reason.

Wrong product shipped:

Though this is very unlikely to happen, please notify us immediately if we mistakenly dispatched the wrong product so we can exchange it for the correct one. We will cover any shipping charges incurred when you send us back the product. The cost of resending the correct product will also be covered by us. Note that we strictly inspect all products being returned back to our warehouse. Make sure that,

If the product shows signs of usage, we may decline your request. We do not usually charge resending of products as replacements.

Notify us as soon as possible should there be concerns about the product that you purchased. You can do it by sending a message to our Contact Us page.

We do not provide refunds on the following:

All refund requests must be communicated to us as soon as possible to facilitate the processing through our support email or through our Contact Us page.

Section 4 – Order Cancellation

If you change your mind and wish to cancel or change your order you can send us a  request through our Contact Us page or you may email us at [email protected]. We’ll guide you through with the cancellation process. This instance only applies if your order has not been dispatched yet from our warehouse. If you have requested an order cancellation after the product has been dispatched from the warehouse, we will consider your request as a refund due to “customer has changed mind” (please see above). We will endeavour to address customer concerns to resolve any queries and disputes. Please contact us and we are here to help you with your concerns.

If your request is approved, we will notify you as soon as possible. we will guide you with the process and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Section 5 – Contact Information

Questions about the Terms of Service should be sent to us through our Contact Us page.

Policy for Takiwatanga Prints

We usually only receive compliments about the prints we do, but in the unlikely event you’re unhappy with your product, please follow these instructions to return / receive a new product:

Simply email us with the following:

1. The date of your purchase

2. Your order number

3. What you would like to return

4. Why do you want to return it

5. A photo that clearly shows the fault or damage

Once we have received this email, we will organise a replacement or refund for you if the order meets our user agreement/return policy. You may have to return the product back to us. Please note, that we do not cover return shipping.


Only items that are faulty/damaged or have a faulty print may be returned.

No returns are accepted after 14 days of receipt of purchase.

We do not accept items that have been worn.

As all items are custom printed to order and we don’t hold stock, we can’t accept returns or exchanges if the wrong size is chosen. All of the measurements are given for each product, it is up the customer to check that the size chosen is correct.

We do not refund or exchange for change of mind, errors in approved proofs, shipping or stock delays or if the customer chooses the wrong garment size.

Please note that we cannot be responsible for:

Please examine your designs carefully and correct any mistakes prior to placing your order. In an effort to keep costs down and pass substantial savings along to our customers, eesel does not proof documents created by its customers prior to processing.


Like most other brands, we do not hold stock of all the apparel options we have on our site, and order them from our suppliers once orders are confirmed. Occasionally an item you have ordered on our site, will be out of stock with our supplier. This is out of our control. We will always let you know the next business day after your order and will either give you alternatives, or can fully refund for any out of stock items.


We guarantee our processing and printing timeframes on our orders, but we cannot take responsibility for delays in courier delivery, as this is out of our hands.

Please contact us so we can look after you, well before your due date. We want you to receive your garments on time and are only a phone call or an email away.


All enquiries for loss or damage need to have been lodged via telephone, email or our website with our Customer Service team within 7 days of delivery of the goods for damage, or in the case of loss within 14 days of date of despatch.


– Cold water wash only on all products

– Gentle cycle

– Wash inside out

– Do not tumble dry

– Dry in shade

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