Returns & Exchanges
Returns & Exchanges Policy
At Pollinate That, every item is made to order by our global print on demand partner. Our products are printed, produced, and dispatched specifically for you once your order is placed, which means we operate differently to a standard retail store. Please read this policy carefully before making a purchase, as it forms part of your agreement with us when you shop on our store.
Made to Order
Because each item is produced specifically for your order, we do not accept returns, exchanges, or refunds for change of mind, buyer's remorse, incorrect size selection, incorrect colour selection, fit preference, or general dissatisfaction with the look of the item once delivered. We strongly encourage you to review the product details, size guide, fabric information, and mockup images on each product page carefully before placing your order. If you are unsure about sizing, product details, or fit, please contact us at hello@pollinatethat.com before you buy.
This policy is industry standard for print on demand fulfilment and allows us to offer a wide catalogue of unique designs without holding stock.
Damaged, Defective or Misprinted Items
We will gladly assist with a free replacement or refund if your item arrives damaged, defective, or misprinted, or if you receive an item that does not match what you ordered.
To be eligible, you must report the issue within 30 days of the confirmed delivery date. Claims submitted after this window cannot be processed.
To lodge a claim, email us at hello@pollinatethat.com with the subject line: Claim Request – [Your Order Number]. Include the following in your email:
Your full name, your order number, a clear description of the issue, clear photographs of the damaged, defective, or misprinted item, and where relevant, photographs of the packaging and shipping label. Without this information, we are unable to process your claim with our fulfilment partner.
Once your claim is reviewed and approved, we will arrange either a free replacement of the same item or a refund to your original payment method, at our discretion and subject to the outcome of our assessment with our fulfilment partner.
Replacement Shipping
Shipping costs for approved replacements are assessed on a case by case basis depending on the nature of the issue, the destination country, and the outcome of our assessment with our fulfilment partner. In most cases where the fault lies with us or our fulfilment partner, replacement shipping will be covered at no additional cost to you. Where the issue falls outside our control or responsibility, shipping costs may apply and will be communicated to you before any replacement is dispatched.
Wrong Item Received
If you receive an item that does not match what you ordered, please contact us within 30 days of delivery with your order number and clear photographs of the item received. We will investigate the issue with our fulfilment partner and arrange a replacement or refund where applicable.
Lost Parcels
If your tracking indicates your parcel has been lost in transit, please contact us within 30 days of the estimated delivery date. We will open an investigation with the courier and our fulfilment partner on your behalf. Investigations can take 5 to 15 business days to conclude. We will not issue a replacement or refund until the investigation has been completed and the loss has been confirmed.
Parcels marked as delivered by the courier but not received by you remain the responsibility of the customer to follow up with the local courier in the first instance. We will assist where possible but cannot guarantee a resolution in these cases.
Non Returnable Items
The following are not eligible for return, refund, or exchange under any circumstances:
Items returned due to incorrect size selection, items returned due to incorrect colour selection, items returned due to change of mind, items returned due to fit preference, items that have been washed or worn, items damaged through misuse or incorrect care, and items purchased during a final sale or clearance promotion where this is clearly stated at the time of purchase.
No exceptions will be made to this list regardless of the reason.
Cancellations
Orders can only be cancelled within a short window after purchase, before they enter production with our fulfilment partner. Once an order has been sent to production, it cannot be cancelled, modified, or refunded. This includes changes to size, colour, design, quantity, and shipping address.
To request a cancellation, contact us immediately at hello@pollinatethat.com with your order number. We cannot guarantee cancellation once production has started, which typically occurs within hours of order confirmation.
International Customers
Our products ship to customers worldwide from our fulfilment partner's global production facilities. The following conditions apply specifically to international claims.
Reporting Window
International customers have 30 days from the confirmed delivery date to report any damaged, defective, misprinted, or incorrect items. This window accounts for longer delivery times and time zone differences but does not extend beyond 30 days.
Customs, Duties and Taxes
Customs fees, import duties, and taxes paid on international orders are not refundable under any circumstances. These charges are levied by your country's customs authority and are outside our control. We strongly recommend reviewing your country's import regulations before placing an order.
Replacement Shipping on International Claims
Where a replacement is approved for an international order, shipping costs for the replacement will be assessed on a case by case basis. In most cases of fault on our end, replacement shipping will be covered. Where the issue falls outside our control, shipping costs may apply.
Refunds on International Orders
Original shipping fees paid on international orders are not refundable. Approved refunds may take 7 to 14 business days to reflect depending on your bank or payment provider and are outside our control once processed on our end.
How to Submit a Claim
Step 1: Email us at hello@pollinatethat.com with the subject line: Claim Request – [Your Order Number]
Step 2: Include your full name, your order number, a clear description of the issue, clear photographs of the damaged, defective, misprinted, or incorrect item, and where relevant, photographs of the packaging and shipping label
Step 3: Wait for written confirmation from our team. We aim to respond within 2 business days
Step 4: If your claim is approved, we will arrange a free replacement or refund at our discretion. You do not need to physically return the item unless specifically requested by us. In most cases, our fulfilment partner does not require items to be returned for damaged or defective claims
Claims submitted without the required information or photographs cannot be processed.
Refunds
Approved refunds will be processed to your original payment method within 7 to 14 business days of approval. Please note that your bank or card provider may take additional time to reflect the refund in your account. Processing times are outside our control once the refund has been issued on our end.
Original shipping fees are not refundable except in cases where the fault lies entirely with us or our fulfilment partner.
Store Credit
Where a refund is not applicable but a claim is approved, store credit may be issued at our discretion to the value of the affected item. Store credit is valid for 12 months from the date of issue, is non transferable, and cannot be exchanged for cash.
Consumer Protection Rights
Nothing in this policy affects your statutory rights under the Consumer Protection Act 68 of 2008 where applicable. This policy is designed to work within the realities of print on demand fulfilment while ensuring you are protected against genuine faults on our end.
Contact
For all claims, cancellations, or policy enquiries, email us at hello@pollinatethat.com with your order number and full details of the issue. We aim to respond to all enquiries within 2 business days.
Governing Terms
This Returns and Exchanges Policy forms part of our Terms and Conditions and is governed by the laws of the Republic of South Africa.
Final Note
By completing a purchase on our store, you confirm that you have read and agreed to this Returns and Exchanges Policy. If you have any questions before purchasing, please reach out to us at hello@pollinatethat.com. We are happy to help before, not just after.
Effective Date: April 2026