Returns, Cancellations & Refunds

We sell three categories of product. The rules differ by category, and every product page states which category the item falls into before you pay.

Ready Stock

You may cancel a Ready Stock order free of charge at any time before it is dispatched. Contact us using the details in section 10 and quote your order number. Once the order has been handed to the courier, it can no longer be cancelled and is treated as a return under section 4.

Made-to-Order

You may cancel a Made-to-Order item free of charge within 24 hours of payment confirmation, provided production has not yet started. We notify you by WhatsApp or email at the moment production starts, so you always know when this window closes.

Once production has started, the order cannot be cancelled and no refund is payable. This is because the designer has already cut fabric and committed materials to your specific order. Your rights in respect of defects under section 5 are not affected.

Custom Commission

Custom Commissions begin with a consultation and a written specification that you approve before production. You may cancel and receive a full refund of your deposit at any point before you approve that specification.

After you approve the specification, the deposit is not refundable, because materials are cut and reserved to your measurements and the finished garment cannot be resold. Your rights in respect of defects under section 5 are not affected.

Cancellation by Fusion Attire

We may cancel an order where stock is unavailable, where a price or description error has occurred, where payment cannot be verified, or where we cannot deliver to your address. Where we cancel, you receive a full refund including any delivery fee paid, within 5 business days, and you are charged no penalty of any kind.

You may return a Ready Stock item within 7 days of delivery for any reason, including size or fit, provided all of the following are true:

• The item is unworn, unwashed and unaltered.
• All original tags are still attached and the packaging is intact.
• The item carries no marks, stains, odours (including perfume and smoke) or pet hair.
• You can provide your order number as proof of purchase.

You pay the cost of return shipping on change-of-mind returns. You may arrange your own courier, or we can arrange collection through Remoo Deliveries within Gaborone or Sprint Couriers elsewhere, and deduct the actual cost from your refund. The original delivery fee is not refunded on change-of-mind returns.

Items that arrive back with us and fail inspection are not refunded. We will contact you and return the item to you at your cost.

This section applies to all three product categories, including Made-to-Order and Custom Commission items.

Reporting windows

• Damage in transit: report within 48 hours of delivery, with photographs of the outer packaging as well as the item.
• Manufacturing defect, wrong item or wrong size sent: report within 7 days of delivery. We review the photographic evidence and respond with a decision within 3 business days.

What counts as a manufacturing defect

• Fabric flaw, tear, hole, staining or damage present on arrival.
• Seam failure, unfinished hem, or a fastening, zip or button that fails under normal use.
• Colour, print or fabric materially different from the product page, or from the specification you approved.
• A finished garment measurement that differs by more than 2 cm at any measured point from the AfriSize measurement published for that size, or from the measurements you supplied for a Custom Commission.

Where a defect is confirmed, we collect the item at our cost and you choose one of three outcomes: repair by the original designer, replacement, or a full refund including the original delivery fee.

What does not count as a defect

• Design interpretation. Where a Custom Commission matches the specification you approved, a difference between the finished garment and what you had pictured is not a defect.
• Natural variation. Our garments are made by hand by independent designers. Minor variation in print placement, weave, dye lot and the grain of natural fabrics is a characteristic of the product, not a fault, provided the item is within the tolerance set out above.
• Customer damage. Damage caused by misuse, incorrect washing or care, or alteration by a third party.
• Normal wear. Ordinary wear and tear after use.

Ready Stock

We will exchange a Ready Stock item for a different size or colour within 7 days of delivery, subject to availability. You pay return and redelivery shipping on change-of-mind exchanges. We pay both legs where we sent the wrong item, or where the AfriSize measurement published for that item was incorrect. If no replacement is available, we refund you under section 9.

Made-to-Order and Custom Commission

Where a finished garment falls outside the 2 cm tolerance, the original designer will alter or remake it at no cost to you, or you may take a full refund. Where the garment is within tolerance but you would like the fit adjusted, we will arrange alteration with the original designer at your cost and quote you before any work begins.

• Underwear, swimwear, bodysuits and other intimate apparel, once the hygiene seal or tags have been removed.
• Pierced jewellery and hair accessories, for hygiene reasons.
• Items clearly marked Final Sale or Clearance on the product page.
• Made-to-Order and Custom Commission items, other than under section 5.
• Items damaged by misuse, incorrect care, or third-party alteration.
• Gift cards and vouchers.

None of the above limits your rights where an item is defective.

Timing

Approved refunds are issued within 7 business days of the item passing inspection, or within 5 business days of a cancellation being confirmed where no item was shipped.

Method

Refunds are made to the original payment method only: FNB transfer or MyZaka, returned to the same account. We do not refund in cash and we cannot refund to a third party.

Bank processing time

Your bank or payment provider may take a further 5 to 10 business days to reflect the refund. This is outside our control.

What is refunded

Defects, wrong items and cancellations by us are refunded in full, including the original delivery fee. Change-of-mind returns are refunded at the item price only; the original delivery fee and the return shipping cost are not refunded.

Store credit

You may choose store credit instead of a refund, valid for 6 months. Store credit is never issued in place of a refund without your agreement.

Partial refunds

Where an item comes back in reduced condition, we may offer a partial refund. We will not process one without your written agreement.