Refund policy
RETURN & EXCHANGE POLICY
At Spectra Supply, we take pride in the quality of our products. Please read this policy carefully before placing your order.
EXCHANGE WINDOW
We offer exchanges within 7 days of delivery for eligible items.
Items must be unworn, unused, unwashed, with original tags attached and in original packaging.
ELIGIBLE FOR EXCHANGE
The following items may be eligible for exchange, provided they meet the return condition requirements:
- T-shirts
- Shorts
- Selected hats and headwear
- Selected accessories, excluding hygiene-sensitive items
FINAL SALE / HYGIENE-SENSITIVE ITEMS
For hygiene reasons, the following items are not eligible for exchange or return for change-of-mind, incorrect sizing selected by the customer, or personal preference:
- High-cut pants and leggings
- Bodysuits and fitted bottoms
- Tight-fitting garments that make direct body contact
- Earrings, face/body accessories, or any hygiene-sensitive accessories once opened, worn, used, or removed from original packaging
This exclusion does not apply where the item is defective, damaged, or incorrectly supplied by Spectra Supply.
SIZING RESPONSIBILITY
Customers are responsible for reviewing the size chart before placing an order.
Because pre-sale and made-to-order items are produced or imported specifically for confirmed orders, size exchanges may be limited and subject to availability.
If the wrong size was ordered by the customer, Spectra Supply will try to assist with an exchange where possible, but this cannot be guaranteed.
If the incorrect size was supplied due to an error by Spectra Supply, we will arrange a suitable correction in line with this policy and applicable South African consumer protection laws.
EXCHANGE PROCESS
To request an exchange, email bianca@spectrasupply.co.za within 7 days of delivery.
Please include:
- Your order number
- The item you would like to exchange
- The reason for the exchange
- Clear photos of the item, where applicable
Customers are responsible for return shipping costs for change-of-mind, sizing, or colour exchanges.
Exchanges are generally offered for size or colour only, subject to availability and eligibility.
REFUNDS
We do not offer refunds for change-of-mind purchases where the item supplied is correct, undamaged, unused, and as described.
Where an item is defective, damaged, incorrectly supplied, or cannot be supplied by Spectra Supply, the matter will be handled in line with applicable South African consumer protection laws. Depending on the circumstances, the customer may be offered a repair, replacement, exchange, store credit, or refund.
ONLINE PURCHASE COOLING-OFF RIGHTS
Where applicable under South African electronic transaction laws, customers may have the right to cancel certain online purchases within 7 days after receiving the goods.
This right may not apply to all products, including certain made-to-order, personalised, hygiene-sensitive, opened, worn, or used items.
Where a valid cooling-off cancellation applies, the customer is responsible for the direct cost of returning the goods, and the goods must be returned unused, unworn, undamaged, with original tags attached and in original packaging.
PRE-SALE & MADE-TO-ORDER ITEMS
Certain Spectra Supply items are sold on a pre-sale or made-to-order basis. This means the item is not held as immediate local stock at the time of purchase.
Once the pre-sale batch closes, confirmed orders are submitted for production and/or import.
Estimated delivery timelines are displayed on the relevant product page and may vary due to supplier production schedules, international shipping, customs clearance, courier delays, or events outside our control.
Customers will be kept updated should there be a material delay.
If Spectra Supply is unable to supply the ordered item, the customer will be offered one of the following:
- an alternative item;
- store credit; or
- a refund.
CANCELLATION OF PRE-SALE ORDERS
Customers may request cancellation of a pre-sale order before the batch has closed and before the order has been submitted to the supplier for production or import.
Once the batch has closed and the order has been submitted for production or import, cancellations may be limited.
Where cancellation is possible, Spectra Supply may charge a reasonable cancellation or administration fee to cover payment processing fees, supplier commitments, import arrangements, and administration already incurred.
If the customer cancels after production has started or after the item has been specially ordered, Spectra Supply may be unable to cancel the order with the supplier. In such cases, refunds may not be available unless required by law.
DELIVERY DELAYS
Estimated delivery timelines are provided in good faith and are based on supplier, production, shipping, customs, and courier information available at the time.
Delays may occur due to circumstances outside Spectra Supply’s control, including international freight delays, customs inspections, supplier delays, courier disruptions, incorrect customer details, public holidays, or force majeure events.
If a material delay occurs, Spectra Supply will notify affected customers and provide an updated estimated delivery window where possible.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If you receive a damaged, defective, or incorrect item, please contact us as soon as possible, preferably within 48 hours of delivery, with your order number and clear photos.
Where the issue was caused by Spectra Supply, our supplier, or courier handling before delivery, we will resolve the matter at no cost to you in line with applicable South African consumer protection laws.
CONTACT
For all return, exchange, cancellation, or damaged item queries, please contact:
bianca@spectrasupply.co.za