Our Commitment to Quality
Mdu & Sons Embroidery Studio takes pride in the highest quality. However, if something is wrong, we will make it right.
When You Can Request a Refund or Return
| Issue | Resolution |
|---|---|
| Manufacturing defect (loose embroidery threads, misaligned print, wrong color) | Free reprint / re-embroidery OR full refund |
| Wrong item sent (incorrect size, garment, or design) | We pay return shipping. You get correct item + small discount |
| Damaged during shipping | Replacement or refund (based on photo evidence within 48 hours) |
| Customer changed mind (no defect) | Not eligible for refund (custom/personalized items are exempt by law) |
| Wrong logo/design approved by customer | No refund (you approved the proof) |
| Size exchange (no print error) | You pay return shipping + re-stocking fee (if garment is unused) |
Custom & Personalized Items – No Refund
Because we produce custom embroidery, screen printing, vinyl heat transfers, and sublimation (including African traditional prints) specifically for you, we do not offer refunds for:
- Change of mind
- Customer-provided design errors
- Incorrect size choice (unless we made the error)
How to Request a Return/Refund
- Contact us within 7 days of receiving your order
- Provide your order number, photos of the issue, and description
- Wait for our approval (usually within 24–48 hours)
- Ship approved returns to our Lowveld facility (we will provide address)
Refund Processing Time
- Approved refunds are processed within 7–10 business days
- Money will be returned via the original payment method (EFT, card, etc.)
Government Tenders & Bulk Orders (100+ items)
- We conduct a pre-delivery quality check on all bulk orders
- If a defect is found after delivery, we will replace defective items within 14 days
- No full refunds on bulk orders unless more than 20% of items are defective
Non-Returnable Items
- Plain/unprinted garments that were specially ordered for you
- Items worn, washed, or with odors (perfume, smoke)
- Orders older than 30 days