Terms & Conditions
ECUE CLOTHING
Returns, Exchanges, Refunds & Order Cancellations Policy
ECUE is committed to providing customers with quality merchandise and a smooth shopping experience. Please review the following policy before placing your order.
1. Exchanges
* Customers may request an exchange within 7 calendar days of receiving their order.
* Items must be unworn, unwashed, undamaged and returned with their original tags and packaging.
* Exchanges are subject to stock availability. As ECUE merchandise may be produced or stocked in limited quantities, an alternative size or colour cannot be guaranteed.
* Customers are responsible for courier costs associated with exchanges requested due to incorrect size selection or a change of preference.
* Customers must contact ECUE and receive return instructions before sending any merchandise back.
2. Refunds
ECUE does not offer refunds for a change of mind, incorrect size selection or personal preference, except where required by applicable law.
If an item is defective, damaged on arrival or incorrectly supplied, please contact us so that we can assess the issue and arrange an appropriate remedy in accordance with applicable consumer-protection legislation.
Where a refund is legally due, it will be processed using the original payment method wherever reasonably possible.
3. Order Cancellations
* Customers should submit cancellation requests as soon as possible after placing an order.
* Orders that have not yet been processed or dispatched may be eligible for cancellation.
* Once an order has been dispatched, cancellation may no longer be possible, and the applicable return process will apply.
* Any cancellation rights provided by applicable law remain unaffected by this policy.
4. Incorrect Items or Damaged Merchandise
If you receive an incorrect item or merchandise that arrives damaged, please notify ECUE as soon as reasonably possible.
Your request should include your order number, a description of the issue and photographs where applicable.
Where ECUE is responsible for the error or damage, we will arrange an appropriate remedy in accordance with applicable law. Customers will not be charged return costs where the law requires ECUE to bear them.
5. Size Selection
Customers are responsible for checking the available size information before completing their purchase.
Please note that ECUE cannot guarantee exchanges for sizes or colours that are sold out. However, nothing in this provision limits any consumer rights that apply under South African law.
6. Delivery and Returns
Customers must contact ECUE for return authorisation and instructions before returning an item.
Original delivery fees and return courier charges for voluntary exchanges will be handled in accordance with the applicable delivery terms and consumer-protection legislation.
7. How to Request Assistance
For all exchange, refund or cancellation requests, please contact ECUE through the customer service contact details provided on our website.
Please include your name, order number, the item concerned and the reason for your request.
8. Consumer Protection
This policy is governed by the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008.
Nothing in this policy excludes or limits any consumer rights that cannot lawfully be excluded or limited.
ECUE — Thank you for supporting our brand