Refund and Returns Policy
Last updated: 18 October 2026
This policy explains how cancellations, returns and refunds work when you buy from Stokehouse JBay (Pty) Ltd, trading as The Blank Brand, through www.theblankbrand.co.za. It forms part of our Terms & Conditions. It adds to your legal rights and does not limit them.
Please read the section for your type of buyer. A consumer is a consumer as defined in the Consumer Protection Act 68 of 2008 (the CPA), which includes most individuals buying for themselves. A business customer is anyone buying for business purposes who is not a consumer under the CPA. If you are unsure which you are, ask us before you order.
1. At a glance
| Situation | Who | Time limit | What you get |
|---|---|---|---|
| Changed your mind (cooling-off, ECTA section 44) | Consumers | 7 days from receiving the goods | Full refund. You pay the direct cost of returning the goods. |
| Defective, unsafe or not as described (CPA sections 55 and 56) | Consumers | 6 months from delivery | Repair, replacement or refund, your choice. We pay for the return. |
| Missing, wrong or damaged goods | Business customers | Tell us within 7 days of delivery | We replace, complete or credit the goods. |
| Defective goods | Business customers | Tell us promptly, and within 6 months of delivery | We repair, replace or credit the goods. |
| Decorated or made-to-order goods | Everyone | Defects only | Not returnable for change of mind. Defects are put right. |
2. Changing your mind: the 7-day cooling-off right (consumers)
If you are a consumer and buy from us online, section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA) lets you cancel and return the goods within 7 days after you receive them, without giving a reason and without penalty.
- You must tell us in writing at info@theblankbrand.co.za that you are cancelling, and give your order number.
- The only charge we may make is the direct cost of returning the goods to us.
- We will refund everything you paid for those goods within 30 days of the cancellation. We refund to the payment method you used.
- Please return the goods unused, with their tags and in their original packaging, so we can resell them. If goods come back used or damaged beyond what is needed to look at them, we may be entitled to recover our loss as the law allows.
3. Goods that are not covered by the cooling-off right
Section 42(2) of ECTA lists transactions the cooling-off right does not apply to. The ones that can apply to us are goods that are made to your specification or clearly personalised, and goods that by their nature cannot be returned. For us that means anything we screen print, DTF print, embroider, patch, label or otherwise decorate for you. These goods cannot be returned for change of mind. Your rights if they are defective are not affected (see clause 4).
4. Defective, unsafe or not as described (consumers)
The CPA gives you the right to goods that are of good quality, in good working order, free of defects and fit for their normal purpose (sections 55 and 56). If goods are defective, unsafe or not as described, you may return them within 6 months of delivery and choose a repair, a replacement or a full refund. We pay the cost of returning them in this case, and we may inspect them to confirm the fault.
This does not cover damage caused after delivery, normal wear and tear, misuse, or not following the care label. Slight variations are normal: garment measurements can vary by up to 1 inch from our sizing guide, and colours can vary slightly between production batches. These are within our tolerance and are not defects.
5. Business customers
- Business orders are final once accepted, and goods cannot be returned for change of mind unless we agree to it in writing.
- Please check your delivery on arrival. Tell us at info@theblankbrand.co.za within 7 days of delivery about any missing, wrong or damaged goods, with your order number and photographs, and we will replace, complete or credit them.
- If goods turn out to be defective, tell us promptly and within 6 months of delivery. We will repair, replace or credit them.
- Decorated and made-to-order goods can only be returned if they are defective or not what we agreed in the quote or order confirmation. Please check proofs and sample approvals carefully before production.
6. How to return something
- Email info@theblankbrand.co.za with your order number and what is wrong. For defects, please add photographs.
- We will reply with our decision and the address to send the goods to. Please do not post goods back before you have heard from us.
- Pack the goods securely, keep your proof of postage or courier tracking, and tell us once they are on the way.
- When the goods reach us we will check them and confirm the outcome.
7. Refunds
- Refunds go back to the payment method you used, through our payment provider Paystack.
- For a cooling-off cancellation we refund within 30 days of the cancellation. For defective or wrong goods we refund as soon as we have confirmed the return, and in any event within the time the law requires.
- You get back everything you paid for the goods, including VAT and any delivery charge you paid. Delivery within South Africa is currently free.
- How long it takes to show in your account depends on your bank or card issuer.
8. Exchanges
If you would like a different size or colour, the quickest way is to return the original goods under this policy and place a new order, subject to stock. If we arrange an exchange directly, we will tell you about any difference in price before we go ahead.
9. Cancelling an order before it is dispatched
Email info@theblankbrand.co.za as soon as you can. If your order has not been dispatched, and it is not a custom or decorated job we have started, we will cancel it and refund you in full. Once an order has been dispatched, the rules above apply.
10. Goods that arrive damaged, or do not arrive
If your order arrives damaged, or has not arrived by the delivery time we gave you, contact us straight away at info@theblankbrand.co.za with your order number. We will sort it out with the courier and send replacement goods or refund you.
11. Contact us
- Stokehouse JBay (Pty) Ltd trading as The Blank Brand
- Email: info@theblankbrand.co.za
- Telephone: +27 82 643 6707
- Address: 3a Da Gama Road, Jeffreys Bay, 6330, Eastern Cape, South Africa