Indigo Prints Zimbabwe: Returns & Replacements Policy

1. Our Commitment to Quality

At Indigo Prints, we are committed to delivering high-quality branded apparel, corporate clothing, workwear, and Personal Protective Equipment (PPE) that meets your organization’s exact specifications. We enforce strict quality control protocols throughout our manufacturing, printing, and embroidery processes.

Due to the bespoke nature of our customized and branded products, our returns policy differs slightly from standard retail policies. Please review the guidelines below carefully.

2. Eligibility for Returns & Replacements

2.1. Branded and Custom-Manufactured Products

Because printed, embroidered, or bespoke-manufactured garments are permanently customized with your organization’s logo or specific design, they cannot be returned for a refund or exchanged due to a change of mind, incorrect sizing selected by the client, or ordering the wrong color.

We strongly advise all clients to verify sizing charts, approve all digital mockups meticulously, and, if necessary, visit our Harare headquarters to inspect physical samples before approving final production.

We will, however, accept returns and provide immediate replacements or refunds for branded items if:

  • The product has a clear, demonstrable manufacturing defect (e.g., torn fabric, broken zippers prior to wear).
  • The printing or embroidery differs significantly from the final, client-approved digital artwork proof.
  • The wrong garment type, color, or size was supplied contrary to the approved purchase order.

2.2. Unbranded Wholesale Apparel and PPE

Plain, unbranded wholesale clothing and standard, non-customized PPE (e.g., standard safety footwear, unbranded hard hats, sealed First Aid Kits) may be returned within 7 business days of receipt.

To be eligible for a return, unbranded items must be:

  • In their original, unused condition.
  • Unworn, unwashed, and undamaged.
  • In their original, intact packaging with all tags and labels attached.

3. Items Not Eligible for Return

For hygiene, safety, and operational reasons, the following items are strictly non-returnable unless defective:

  • Respiratory protection gear (masks, respirators) once the packaging is opened.
  • Ear protection (plugs, muffs) once the packaging is opened.
  • Undergarments or hygiene-sensitive wear.
  • Items showing visible signs of wear, dirt, or use.
  • Items damaged due to improper handling, incorrect washing, or misuse after delivery.

4. The Returns Process

If you believe you have received defective or incorrect items, please follow this streamlined process to ensure rapid resolution:

  1. Notify Us Immediately: Contact our customer support team within 3 business days of receiving your order.
  2. Provide Evidence: When contacting us, please provide your invoice/order number and clear photographs demonstrating the defect, incorrect branding, or error.
  3. Return Authorization: Once our team has reviewed the issue, we will issue a Return Authorization and provide instructions on how to return the goods to our Milton Park, Harare facility.
  4. Inspection: Upon receiving the returned items, our quality control team will inspect them to verify the defect or error.

5. Refunds and Replacements

Upon successful verification of a valid return claim:

  • Replacements (Preferred): We prioritize replacing the defective or incorrect items as rapidly as possible at no additional cost to you, ensuring your organization gets the apparel it needs.
  • Refunds: If a replacement is not feasible or desired, we will issue a refund for the affected items. Refunds will be processed to the original method of payment (EcoCash, Bank Transfer) within 3 to 5 business days of the inspection approval.

6. Shipping Costs for Returns

  • Indigo Prints’ Error: If the return is due to a defect or an error on our part (e.g., wrong item supplied, faulty branding), Indigo Prints will cover all associated return and replacement shipping costs within Zimbabwe.
  • Eligible Unbranded Returns: If a client is returning eligible, unbranded items (as per Section 2.2) due to surplus stock or sizing changes, the client is responsible for the delivery costs to return the items to our Harare facility.

Disclaimer: Indigo Prints reserves the right to amend this Returns Policy. Please refer to this page for the most current information prior to finalizing your order.