Cancellation Policy

1. Overview

Brand Ground supplies a combination of standard products and products that are sourced, produced, branded or customised specifically for a customer, school, team or organisation.

For this reason, the cancellation options available may differ from one order to another.

We will consider the nature of the product, the stage of the order and any applicable consumer rights when processing a cancellation.

2. How to Request a Cancellation

To request cancellation of an order, contact Brand Ground as soon as possible and provide:

• your name;
• your Brand Ground order number;
• the product or products you wish to cancel; and
• the reason for the cancellation where relevant.

A cancellation request is not automatically approved simply because it has been submitted. Brand Ground will first confirm the current status of the order.

We will advise you whether the order can be cancelled and whether any reasonable cancellation cost applies.

3. Standard Products

Where an order is for a standard product that has not yet entered fulfilment or been dispatched, Brand Ground will generally try to accommodate a cancellation request where reasonably possible.

Where Brand Ground has already incurred costs or committed resources specifically for the order, a reasonable cancellation charge may apply where permitted by law.

The amount, if any, will depend on the circumstances of the order rather than being an automatic fixed penalty.

4. Custom, Personalised & Special-Order Products

Certain Brand Ground products are specially sourced, manufactured, printed, embroidered, sublimated, branded or otherwise customised for a particular customer.

Examples may include:

• custom school or team kits;
• sublimated garments;
• garments branded with a school, team or company identity;
• personalised names or numbers;
• specially manufactured garments;
• custom trophies or medals; and
• other products specially procured or altered to meet a customer’s requirements.

Cancellation rights for special-order goods may differ from ordinary advance orders.

If Brand Ground has already procured, created, altered or committed to producing a product specifically for the customer, cancellation may no longer be possible or the customer may remain responsible for costs already reasonably incurred.

Nothing in this section removes any statutory right that applies where goods are defective, unsafe or incorrectly supplied.

5. Orders Already in Production

Customers should contact Brand Ground before assuming that an order can still be cancelled.

An order may already have progressed through activities such as:

• supplier ordering;
• material procurement;
• artwork preparation or approval;
• cutting or manufacturing;
• sublimation;
• embroidery or printing;
• branding;
• packing; or
• dispatch preparation.

The further an order has progressed, particularly where work has been carried out specifically for the customer, the more limited the available cancellation options may be.

6. Online Orders & Cooling-Off Rights

Certain electronic transactions may qualify for a statutory cooling-off period under South African law.

Where that right applies, it will be honoured in accordance with the applicable legal requirements.

The statutory electronic cooling-off provisions do not apply to every product or transaction.

In particular, goods made to the customer’s specifications or goods that are clearly personalised may fall within an exclusion from the statutory electronic cooling-off right.

Please also see our Refund & Returns Policy for information about qualifying online returns.

7. Cancellation Charges

Where Brand Ground is legally permitted to apply a cancellation charge, any such charge will be reasonable in the circumstances.

Factors that may be considered include:

• the nature of the products ordered;
• how much notice was provided before cancellation;
• the stage of production or fulfilment;
• whether products or materials were procured specifically for the customer;
• work already completed;
• amounts already committed to suppliers or service providers; and
• whether the products can reasonably be used or sold elsewhere.

Brand Ground will not impose a cancellation charge that is unreasonable under applicable consumer law.

8. Refunds After Cancellation

If an order is successfully cancelled and a refund is due, Brand Ground will calculate the amount payable after taking into account any lawful and reasonable cancellation amount that applies.

Where no cancellation charge applies, the refundable amount will be processed accordingly.

Refund timing may depend on the original payment method, financial institution or payment service provider.

Any statutory refund periods that apply to the transaction will be respected.

9. School & Team Orders

School and team products are often approved, procured or produced according to specific school, learner, event or team requirements.

A parent or customer requesting cancellation should therefore contact Brand Ground as early as possible.

Removing a learner from an event, changing schools, changing teams or no longer requiring an item does not automatically cancel an order that has already entered production.

Each request will be assessed according to the status and nature of the applicable order.

10. Changes Instead of Cancellation

If you need to change an order rather than cancel it entirely, contact Brand Ground as soon as possible.

Changes to quantities, sizes, names, numbers, artwork, delivery information or other specifications may be possible before the relevant part of production or fulfilment has started.

Once the affected work has begun, changes may not be possible or may result in additional costs.

11. Consumer Rights

This policy must be read together with Brand Ground’s Terms & Conditions and Refund & Returns Policy .

Nothing in this Cancellation Policy is intended to exclude or restrict a consumer right that cannot lawfully be excluded under South African law.