At Hoolies, we pride ourselves on the exceptional quality of our products. However, we acknowledge that sometimes things can go wrong, and we are here to support you if they do. Under the Consumer Protection Act of South Africa, we are committed to rectifying any issues with defective items promptly and fairly.

If you discover a flaw in your garment, such as seam issues, loose trims, or fabric defects, we sincerely apologise for the inconvenience and disappointment. We value your feedback and the opportunity to rectify issues.

Resolution Options:

• Exchange: If a defective item is deemed repairable, it will be repaired and re-delivered at no cost. If repair is not possible, a new item will be provided as an alternative solution.
• Refund: Refunds apply only to items confirmed as defective under our policy. The customer must explicitly request a refund at the time of logging a return. In such cases, we will also absorb the return shipping costs to ensure a smooth resolution.

Please Note:

• If an inspection reveals that the item is not defective or damaged due to wear or washing, the customer will be responsible for direct costs incurred, such as handling fees and courier charges.
• It is essential to read the full description of items before purchase to avoid misunderstandings.
• Variations in screen displays are expected, and slight differences in colour are not considered defects.
• An item’s fit alone does not constitute a defect. Please consult our Size Chart to ensure accurate sizing.
• Defective items identified after 30 days but within 6 months, subject to fair wear and tear, will be addressed in accordance with the CPA.
• You will not incur any fees for the collection or redelivery of confirmed defective items.
• A confirmed defective item will undergo a thorough quality inspection by our team.