Refund policy

Returns, refunds & cancellations policy

Effective 26 August 2026 · WARCRY SERIES Drop 01 · South Africa only

In plain language: We cannot accept an ordinary change-of-mind return for a correctly made personalised shirt. We will still correct, replace or refund defective, damaged, unsafe or incorrectly supplied goods as required by South African law.

1. Personalised goods

Every Drop 01 shirt is made to your specifications. If the garment, colour, size, surname and number match what you approved and the product is not defective, an ordinary change of mind, fit preference, spelling mistake or number mistake made by you is not a valid return reason after production begins.

2. Before production begins

Email warcryoperations@gmail.com immediately if you need to request a change or cancellation. We contact every paid customer to confirm the saved name, number, size, colour, delivery address and estimated delivery window before production release. That confirmation is an error check, not an unlimited redesign or a second selection window. If production has not begun and a request can reasonably be accommodated, we may change or cancel the order, but we do not promise this will be possible because orders are grouped into time-limited edition production runs.

3. Direct-marketing cooling-off rights

The general seven-day ECTA cooling-off right for online goods does not apply to goods made to your specifications or clearly personalised. However, the separate CPA cooling-off right may apply where the transaction resulted from direct marketing, not merely because the order was placed online. Where it applies, you may give written or otherwise recorded notice within five business days after the later of the date the transaction was concluded or the date the goods were delivered.

For a valid direct-marketing cooling-off return, goods already delivered are returned at the consumer’s risk and expense. That customer-paid cost rule does not apply to defective, damaged, unsafe, materially misdescribed or incorrectly supplied goods. A direct-marketing refund is processed within the statutory period: within 15 business days after notice if no goods were delivered, or within 15 business days after we receive the returned goods if they were delivered.

4. Defective, damaged, unsafe or incorrect goods

Contact us as soon as reasonably possible if the item is defective, damaged on delivery, unsafe, materially different from the agreed description, or not the colour, size, surname or number shown in your confirmed order. Your statutory rights are not shortened by any preferred reporting period.

An edition being retired from new sale does not remove these rights. If a lawful replacement of a retired edition is not reasonably possible, the other remedies available under applicable law remain available.

Depending on the facts and applicable law, the appropriate remedy may be repair, replacement or refund. We will not force a repair where the law gives you a different choice.

If, within six months after delivery, the shirt fails the applicable CPA quality standards, you may return it without penalty and at our risk and expense and select the statutory remedy of repair, replacement or refund. If a repaired product fails again within three months in circumstances covered by the CPA, the further replacement or refund remedy remains available.

5. How to request help

1. Email warcryoperations@gmail.com from the address used for the order.
2. Use the subject “RETURN REQUEST — your order number”.
3. State the affected shirt, colour, size, surname and number.
4. Describe the issue and the remedy you want. Attach clear photographs where reasonably possible.
5. Ask for a return reference and packing or courier instructions before sending anything. This is a coordination step, not a condition of a statutory claim.

If we do not respond within a reasonable time, your claim remains valid. Address the parcel to Atlas and Co (Pty) Ltd, 167 Andringa Street, Stellenbosch, Western Cape, 7600, South Africa; include your order number and keep proof of sending.

6. Return inspection

We may inspect the item to confirm the problem and its cause. An inspection will be fair and will not be used to remove statutory rights. Goods should be returned with reasonable care; normal handling needed to inspect the problem does not by itself defeat a valid claim.

7. Costs

Where WARCRY supplied defective, damaged, unsafe, materially misdescribed or incorrect goods, WARCRY will bear reasonable return or collection costs as required by law. Customer-paid return costs stated for a direct-marketing cooling-off return do not apply to these claims. Unauthorised premium courier costs or cash-on-delivery parcels may be refused where a reasonable prepaid or collection route was offered, but that administrative position does not invalidate the underlying statutory claim.

8. Refund method and timing

Approved refunds are sent to the original payment method where reasonably possible. Shopify, the active payment provider and the customer’s bank control final processing time. We will initiate an approved refund within the period required by law and confirm when submitted. Delivery charges are refunded where required by law or where the whole order failed because of our error.

9. What is not a product defect

• A customer-approved spelling, number, colour or size choice.
• A proportionate reduction of a long surname within the disclosed design system.
• Small screen-to-print colour differences that do not materially depart from the agreed colourway.
• Damage caused after delivery by misuse, alteration, incorrect washing, ordinary wear, accident or failure to follow care instructions.

These examples do not apply if the goods fail a mandatory quality, safety or description standard.