Refund policy

Saint Order is operated by CAPITAL W (Pty) Ltd. Contact support@saintorder.com for help with your order or to notify us that you wish to cancel.

Our pieces use standard Saint Order designs. Being printed or embroidered after an order is placed does not, by itself, make them personally customised or remove applicable cancellation rights.

How to contact us and return an item

Email support@saintorder.com with your order number and the items concerned. For a quality problem, please describe the issue and include clear photos where possible. We will help you arrange the appropriate next step. Photos help us investigate; they do not replace or restrict your legal rights.

Please contact us for return instructions before posting an item. This helps route your parcel correctly and is not a condition that delays or cancels a valid statutory cancellation notice. Do not send returns to a production facility without instructions from us.

Our business and returns correspondence address is:

CAPITAL W (Pty) Ltd — Saint Order
25 Casa Vista, Bergbron Drive
Randburg, Gauteng 1709
South Africa

South African online purchases

Where the Electronic Communications and Transactions Act cooling-off right applies, you may cancel without giving a reason within seven days after receiving the goods. You are responsible only for the direct cost of returning the goods. We will refund the payments covered by that right within 30 days of cancellation. These rights exist alongside your rights for defective or unsuitable goods.

UK online purchases

For eligible distance purchases, you may notify us of cancellation within 14 days after receiving the goods. For one order delivered in separate parts, the period runs from receipt of the final part. You then have another 14 days to send the goods back.

You pay the direct return postage for a change-of-mind cancellation. We refund the relevant purchase price and standard outbound delivery where required. A premium delivery upgrade above the standard option is not refundable under the cancellation right.

You may inspect and try on an item as you would in a shop. Where permitted by law, a refund may reflect diminished value caused by handling beyond what is necessary to inspect it. Refunds are issued within 14 days of receiving the goods back or, if earlier, receiving evidence that you sent them back. Earlier deadlines required by law still apply.

Faulty, damaged, misprinted or incorrect goods

Please contact us as soon as you notice a problem. We will provide the applicable repair, replacement or refund and cover reasonable return costs where the goods are defective or we sent the wrong item. You do not lose your rights simply because our production partner has a shorter claim period.

For South African purchases covered by the Consumer Protection Act, qualifying defects within six months of delivery carry the statutory remedy at the supplier's expense, including the consumer's choice of repair, replacement or refund. Other rights and remedies may apply depending on the circumstances and destination.

Size choices and changes of mind

Use the measurements and fit notes on each product page before ordering. Outside applicable statutory cancellation rights, we do not offer voluntary returns or exchanges solely for a change of mind, wrong size or wrong colour selected by the customer. This does not affect claims where an item is incorrectly labelled, defective or different from what was ordered.

Changes before dispatch and refunds

Contact us promptly if you need to change or cancel an order. We will check whether production can be stopped. An inability to stop production does not remove a later statutory right to cancel or reject goods.

Refund amounts and permitted deductions

We do not charge a blanket production, printing, administration, payment-processing or restocking fee against a statutory refund. Any deduction must be permitted by the law that applies to your purchase. Return postage and any permitted reduction for diminished value are handled as described above; we will explain the basis and amount of any proposed deduction.

A partial refund may be offered if you prefer to keep an affected item and freely agree to that remedy. It is optional and does not replace a full refund or another remedy to which you are legally entitled. We will not make your statutory remedy depend on reimbursement from our production partner.

Refunds are made to the original payment method unless you agree otherwise. Your bank or payment provider may need additional time to display the credit. Store credit is not a substitute for a monetary refund where the law gives you a refund right.

Nothing in this policy excludes or limits rights that cannot lawfully be excluded.

Optional cancellation notice

You can email us a clear cancellation statement; this format is optional:

To: CAPITAL W (Pty) Ltd — Saint Order, support@saintorder.com, at the business address above.
I wish to cancel my order for: [items].
Order number: [number]. Ordered on: [date]. Received on: [date].
Customer name and address: [details]. Date of notice: [date].
Signature only if submitting this notice on paper.