Refund policy

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@giftips-sa.co.za. Please note that returns will need to be sent to the billing address.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@giftips-sa.co.za.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@giftips-sa.co.za.

 

Legal Documents

Return & Refund Policy

HT Advanced Solutions Group (Pty) Ltd T/A Giftips SA · Effective: 1 March 2026

Quick Summary

  • Custom branded items: Not eligible for return or exchange — produced to your specification
  • Defective branded items: Replaced free of charge within 7 business days of your report
  • Wrong item supplied: Corrected at no cost to you
  • Unbranded/stock items: 3-day return window from delivery, item must be unused and in original packaging
  • Report window: All defect or error claims must be reported within 48 hours of delivery with photographic evidence
  • Refund method: EFT to your original payment account, processed within 15 business days of claim approval

1. Custom Branded Products — No Return Policy

The large majority of products sold by Giftips SA are custom-made to order — they are branded, printed, embroidered, engraved, or otherwise personalised with your specific artwork, logo, or text before delivery. Once production has commenced on a custom branded order, the goods cannot be returned or exchanged unless they are defective or incorrect (see Section 3 below).

This policy is consistent with Section 17(6) of the Consumer Protection Act 68 of 2008 (CPA), which provides that the general right of cancellation and return does not apply to goods that are produced, manufactured, or assembled specifically to the consumer's specifications or are otherwise personalised.

We take significant measures to prevent errors and dissatisfaction, specifically:

  • A free digital mockup is provided for every branded order before production begins — you approve it before we proceed
  • A 3-step quality control process is applied during and after production
  • We confirm your deadline before accepting the order — if we cannot meet it, we decline rather than deliver late

2. Unbranded / Stock Products

Where we supply products that have not been branded (blank stock items, unprinted goods), the following return policy applies:

  • Return window: 7 calendar days from the date of delivery
  • Condition: Item must be unused, undamaged, and in its original packaging
  • Process: Contact us at orders@giftips-sa.co.za or WhatsApp +27 73 631 3139 to initiate a return
  • Return shipping: The customer is responsible for the cost of returning unbranded goods unless the item was supplied incorrectly
  • Refund: Processed via EFT within 7 business days of receiving the returned item and confirming its condition

3. Defective or Incorrect Goods

Notwithstanding the above, we are fully responsible for the following and will correct them at no cost to you:

Manufacturing Defects

Any item that is defective in manufacture (faulty material, structural failure) that is not a result of normal use. The CPA Section 56 implied warranty of quality applies for 6 months from delivery.

Branding Errors

Any branding that deviates materially from the approved digital mockup — including wrong colour, misaligned logo, missing text, or significant quality defects in the print, embroidery, or engraving.

Wrong Product Supplied

If we supply a different product, colour, or size than what was quoted and confirmed, we will replace the correct items at no additional cost.

Short Shipment

If the number of units delivered is less than the number invoiced, we will ship the shortfall within 5 business days at no additional charge.

4. How to Submit a Defect or Return Claim

Step 1 — Report within 48 hours. Contact us within 48 hours of delivery with:

  • Clear photographs of the defective or incorrect items
  • Your order number or reference
  • A description of the issue
  • The number of units affected

Step 2 — Assessment. We will acknowledge your claim within 1 business day and confirm our proposed resolution within 3 business days.

Step 3 — Resolution. Depending on the nature of the claim, we will either: (a) replace the defective items; (b) issue a credit note; or (c) issue a refund by EFT. We do not charge customers for return shipping on items that are our fault.

Contact for claims:

Email: info@giftips-sa.co.za
WhatsApp: +27 73 631 3139 (preferred for photo submissions)
Subject line: Claim — [Your Order Number]

5. Refunds

5.1 Where a refund is approved, it will be processed by EFT to your nominated bank account within 7 business days of the claim being approved.

5.2 We do not issue cash refunds.

5.3 If payment was made by credit card via an online payment gateway, the refund will be processed to the same card. Processing time for card refunds is subject to your card issuer's policies (typically 3–10 business days).

5.4 Delivery fees are non-refundable unless the entire order is cancelled before dispatch or the delivery failure is our fault.

6. What is Not Covered

The following are not eligible for return, replacement, or refund:

  • Change of mind after mockup approval on a custom branded order
  • Branding that matches the approved digital mockup but the customer subsequently dislikes
  • Colour variation that falls within normal production tolerance and was disclosed in the product specifications
  • Damage caused by the customer after delivery (incorrect washing, storage, or use)
  • Claims submitted more than 48 hours after confirmed delivery (except for latent/hidden defects under CPA Section 56, which are covered for 6 months)
  • Items purchased as "samples" or "test units" where the condition was agreed at time of sale

7. Our Commitment

We understand that custom branded merchandise represents a real business investment. Our 3-step QC process, free digital mockup approval, and Deadline Guarantee exist precisely to ensure issues never arise. In the rare event that something does go wrong, we will resolve it promptly, professionally, and without argument. Our reputation is built on repeat corporate clients — we have every incentive to make it right.

Questions about this policy?
Email: info@giftips-sa.co.za
WhatsApp: +27 73 631 3139
Mon–Fri 08:00–17:00 · Sat 09:00–13:00 · Responds within 2 hours

HT Advanced Solutions Group (Pty) Ltd T/A Giftips SA · This policy was last reviewed: March 2026