Returns & Refunds Policy

This Returns & Refunds Policy outlines the conditions under which The SA Promo Group (Pty) Ltd ("TPG") will accept the return of goods and process refunds. This policy forms part of our standard Terms and Conditions and applies to all customers. By placing an order with TPG, you agree to the terms set out below.

1. Return Authorisation

1.1 Written Authorisation Required

No goods may be returned or exchanged without prior written authorisation from TPG. All return requests must be submitted within 24 hours of delivery or collection of the goods.

To request a return authorisation, please contact your TPG Account Manager or email: sales@thepromogroup.co.za

1.2 No Walk-In Returns

Goods may not be returned to any TPG physical address unless prior written arrangements have been made with TPG. Unauthorised returns will not be accepted.

2. Branded & Custom-Made Goods

2.1 No Returns on Branded Goods

TPG will not accept returns or exchanges on any branded or custom-made goods. This includes all goods that have been printed, embroidered, engraved, or otherwise personalised with the Customer's artwork, logo, or branding.

2.2 Pre-Production Cancellations

Where branded goods have not yet entered production but artwork has been generated and goods have been pulled from stock, a 25% handling fee of the purchase price will apply, along with any applicable courier costs.

2.3 No Returns on Memory Sticks

TPG will not accept the return of memory sticks under any circumstances, regardless of whether they are branded or unbranded.

3. Unbranded Goods

3.1 Returns of Unbranded Goods

Returns of unbranded goods may be accepted at TPG's discretion, subject to the following conditions:

• Written authorisation has been obtained from TPG within 24 hours of delivery or collection.
• The goods must be returned in the same original condition and in their original, undamaged packaging.
• A 25% handling fee of the purchase price will be charged, along with any applicable courier costs.

3.2 Refund Eligibility

Unbranded goods will be assessed upon return to determine whether they are in their original condition. TPG reserves the right to decline a refund if the goods or packaging are considered damaged or not in their original state.

4. Sample Returns

4.1 Samples Under R50.00 (excl. VAT)

Samples with a value of less than R50.00 excluding VAT cannot be returned to TPG or its supplier and no refund will be issued.

4.2 Samples Over R50.00 (excl. VAT)

Samples with a value of more than R50.00 excluding VAT may be returned within 3 business days from the date of delivery. To qualify for a credit or refund, the following must be met:

• The sample must be returned within 3 business days of delivery.
• The sample must be in its original, undamaged condition and original packaging.
• The original invoice must accompany the returned sample.

4.3 Excluded Sample Types

TPG will not accept the return of hamper samples or memory stick samples, unless the samples are classified as 'dummy samples'.

5. Damaged, Missing & Incorrect Goods

5.1 Reporting Damaged or Missing Goods

The Customer must report any damaged or missing goods to their TPG Account Manager within 24 hours of receiving the goods. Claims submitted after this period will not be entertained.

5.2 Damaged Packaging on Delivery

If goods are delivered in damaged packaging or the outer box shows signs of tampering, the Customer must:

• Note the damage on the delivery slip at the time of signing.
• Forward the signed delivery slip and photographs of the damaged packaging to TPG within 24 hours.

TPG will investigate the matter and may authorise a refund or arrange for replacement goods.

5.3 Short Supply

The Customer must inspect all goods upon delivery or collection. Any items short-supplied (fewer goods received than ordered and invoiced) must be reported to TPG in writing within 7 calendar days of receipt. Failure to notify TPG within this period will be deemed as acceptance that the order has been fulfilled in full.

5.4 Incorrect Selection by Customer

If the Customer has selected incorrect goods, colours, or sizes, the Customer will be required to accept the goods as-is and reorder the correct items. TPG will not accept returns in this instance.

5.5 Error by TPG

If TPG has made an error with respect to the incorrect goods, colour, branding, or size — through no fault of the Customer — the Customer will be required to return the goods. Upon confirmation of TPG's error, a refund or replacement will be arranged.

6. Refund Processing

6.1 Refund Timeline

Once TPG confirms that a refund is applicable, the refund will be processed within approximately 30 days. While TPG will take all reasonable steps to process refunds timeously, this timeframe cannot be guaranteed.

6.2 Credit Option

The Customer may request a credit in lieu of a cash refund. Credit will be granted at TPG's sole discretion.

7. Online Store Purchases

The following terms apply specifically to goods purchased through our online store at thepromogroup.co.za/shop.

7.1 Consumer Cooling-Off Period

In accordance with the Consumer Protection Act 68 of 2008, customers who purchase goods through our online store may cancel the transaction and return the goods without reason within 7 (seven) days of delivery. To qualify:

• The goods must be unused and in their original condition and packaging.
• The return must be initiated by emailing sales@thepromogroup.co.za within 7 days of receiving the goods.
• Return shipping costs are for the customer's account.

7.2 Refund Processing

Refunds for online store purchases will be processed to the original payment method (via PayFast) within 15 business days of TPG receiving and inspecting the returned goods.

7.3 Damaged or Incorrect Online Orders

If goods purchased through the online store arrive damaged or are incorrect (through no fault of the customer), please email sales@thepromogroup.co.za with your order number and photographs within 24 hours of delivery. TPG will arrange a replacement or full refund including return shipping costs.

7.4 Online Store Exclusions

The 7-day cooling-off period does not apply to goods purchased via the quote process, as those orders are governed by the standard return terms above.

8. Quick Reference Summary

Contact Us

For all returns and refund queries, please contact your TPG Account Manager or reach us at:

• Phone: 010 600 2600
• Email: sales@thepromogroup.co.za
• Johannesburg: Ground Floor Left A, Block 805, Hammets Crossing Office Park, 2 Selbourne Road, Randburg, 2188
• Cape Town: Office 108 (Unit 8), Amdec House, Steenberg Office Park, Silverwood Cl, Westlake, 7945

This policy is subject to change without prior notice and forms part of TPG's standard Terms and Conditions. For the full Terms and Conditions, please visit thepromogroup.co.za/terms-and-conditions.