Last Updated: July 2026
Website: https://shop.rvzgroup.co.za
Operated By: RVZ International Group (Pty) Ltd
1. INTRODUCTION
At RVZ International Group Shop (“RVZ Shop”, “we”, “our”, or “us”), customer satisfaction remains our priority. This Return, Refund and Exchange Policy governs all purchases made through our online store and should be read together with our Terms & Conditions, Privacy Policy, Shipping Policy, and any other policies published on our website.
As many products sold through RVZ Shop are manufactured and fulfilled on demand through our fulfillment partner, Printful, products are produced specifically for each customer after an order has been placed. Consequently, special return limitations apply.
By placing an order on our website, you acknowledge and agree to the terms of this Return & Refund Policy.
2. APPLICABLE LAW
This policy has been drafted in accordance with:
- Consumer Protection Act 68 of 2008 (“CPA”);
- Electronic Communications and Transactions Act 25 of 2002 (“ECTA”);
- Common Law of the Republic of South Africa;
- Applicable international consumer protection regulations where products are shipped internationally.
Where legislation affords consumers greater rights than this policy, the applicable legislation shall prevail.
3. CUSTOM-MADE AND PRINT-ON-DEMAND PRODUCTS
The majority of products available on RVZ Shop are custom-produced, printed, embroidered, manufactured, or otherwise personalized specifically upon receipt of your order.
In terms of Section 42 of the ECTA and applicable consumer legislation regarding custom-made goods:
The following items are generally NOT eligible for return, exchange, or refund:
- Custom printed apparel;
- Personalized products;
- Products manufactured on demand;
- Products ordered in a specific size selected by the customer;
- Products ordered in a specific colour selected by the customer;
- Products ordered in accordance with customer specifications;
- Limited edition merchandise;
- Artist merchandise;
- Promotional merchandise;
- Sale or clearance items.
As each item is created specifically for the customer, RVZ Shop cannot resell returned products.
4. ORDER CANCELLATIONS
4.1 Before Production
Orders may be cancelled only before production has commenced.
A cancellation request must be submitted immediately after the order is placed.
If production has not yet started:
- A refund may be approved.
- Payment gateway fees may be deducted.
- Administrative fees may be deducted where applicable.
4.2 After Production Begins
Once production has commenced, no cancellation will be permitted.
No refund shall be issued for:
- Change of mind;
- Incorrect size selected by customer;
- Incorrect colour selected by customer;
- Incorrect product selected by customer;
- Incorrect shipping information provided by customer.
5. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS
RVZ Shop will provide an appropriate remedy where:
- A product arrives damaged;
- A manufacturing defect exists;
- A printing error occurred;
- The wrong product was supplied;
- The wrong size was supplied due to fulfillment error;
- The product materially differs from the approved order.
Claims must be submitted within:
30 days from delivery
and must include:
- Order number;
- Full description of issue;
- Clear photographs of the product;
- Photographs of packaging where applicable.
Upon verification, RVZ Shop may, at its sole discretion:
- Replace the product;
- Reprint the product;
- Issue a store credit;
- Issue a partial refund;
- Issue a full refund.
No return of the defective product may be required where photographic evidence sufficiently demonstrates the defect.
6. LOST OR MISSING SHIPMENTS
If a shipment appears lost in transit:
The customer must notify RVZ Shop within:
30 days of the estimated delivery date.
Following investigation with the carrier and fulfillment partner, RVZ Shop may:
- Reproduce and reship the order;
- Issue store credit;
- Issue a refund where appropriate.
RVZ Shop shall not be liable for delays caused by:
- Customs inspections;
- Border controls;
- Carrier delays;
- Natural disasters;
- Strikes;
- Force majeure events.
7. INCORRECT ADDRESS PROVIDED BY CUSTOMER
Customers are solely responsible for ensuring that shipping information is accurate.
If a package is returned because:
- An incorrect address was supplied;
- The package was unclaimed;
- Delivery attempts failed due to customer fault;
RVZ Shop may offer:
- Reshipment at the customer’s expense; or
- Store credit less shipping and handling costs.
No refund shall be provided for shipping charges already incurred.
8. CHANGE OF MIND RETURNS
Because products are custom-made and produced specifically for each customer:
RVZ Shop does not accept returns or exchanges for:
- Change of mind;
- Buyer’s remorse;
- Incorrect size selection;
- Incorrect colour selection;
- Preference changes after delivery.
Customers are encouraged to carefully review:
- Product descriptions;
- Sizing charts;
- Colour options;
- Product previews
before completing a purchase.
9. SIZE EXCHANGES
RVZ Shop does not offer free size exchanges for products ordered incorrectly by the customer.
Customers are responsible for reviewing all size charts prior to purchase.
Where RVZ Shop or its fulfillment partner has supplied an incorrect size different from that ordered, a replacement will be provided at no additional cost.
10. REFUND METHOD
Approved refunds will be issued using the original payment method wherever possible.
Refund processing times may vary depending on:
- Banking institution;
- Credit card provider;
- Payment gateway;
- Country of residence.
Typical processing period:
5 – 15 Business Days
after approval.
11. STORE CREDIT
RVZ Shop reserves the right to offer store credit in lieu of cash refunds where:
- The issue can reasonably be remedied through replacement;
- The customer agrees to store credit;
- Partial compensation is appropriate.
Store credits:
- Are non-transferable;
- Cannot be exchanged for cash;
- May have an expiry date where permitted by law.
12. INTERNATIONAL ORDERS
Customers outside South Africa are responsible for:
- Customs duties;
- Import taxes;
- VAT;
- Brokerage fees;
- Local government charges.
Refunds will not be granted due to:
- Refusal to pay customs charges;
- Customs delays;
- Import restrictions imposed by destination countries.
13. FRAUDULENT CLAIMS
RVZ Shop reserves the right to deny any refund, replacement, exchange, or claim where:
- Fraud is suspected;
- Evidence is insufficient;
- Products have been intentionally damaged;
- Abuse of this policy is identified.
RVZ Shop may request additional documentation before approving any claim.
14. LIMITATION OF LIABILITY
To the fullest extent permitted by law:
RVZ International Group (Pty) Ltd, its directors, employees, affiliates, suppliers, and fulfillment partners shall not be liable for:
- Indirect damages;
- Consequential damages;
- Loss of income;
- Loss of profits;
- Emotional distress;
- Delays caused by third parties.
Our maximum liability shall not exceed the purchase price paid for the affected product.
15. CONSUMER RIGHTS UNDER THE CPA
Nothing in this policy limits, excludes, or waives any rights afforded to consumers under the Consumer Protection Act 68 of 2008.
Where a conflict exists between this policy and applicable law, the provisions of applicable law shall prevail.
16. HOW TO SUBMIT A CLAIM
All refund, replacement, or return requests must be submitted in writing to:
RVZ International Group Shop
Website: https://shop.rvzgroup.co.za
Email: support@rvzgroup.co.za
Required Information:
- Full Name
- Order Number
- Date of Purchase
- Product Description
- Description of Issue
- Photographic Evidence
Failure to provide sufficient information may delay or prevent processing of the claim.
17. POLICY CHANGES
RVZ International Group (Pty) Ltd reserves the right to amend this Return & Refund Policy at any time without prior notice.
The latest version published on https://shop.rvzgroup.co.za shall apply to all future purchases.
RVZ INTERNATIONAL GROUP (PTY) LTD
RVZ INTERNATIONAL GROUP SHOP
All Rights Reserved