Refund policy
Order Policies – Play Rough Custom Clothing & Retail
At Play Rough, we deliver premium branded apparel through custom production and limited retail collections. To ensure transparency and a smooth experience for all customers, please review our detailed policies on returns, refunds, minimums, artwork fees, and lead times.
1. Returns & Refunds (Custom Orders)
All custom clothing is made to order and therefore non-returnable and non-refundable unless there's an issue on our end.
Not Eligible for Return:
Incorrect sizing provided by the client
Design changes after final approval or if changes made to garment have been made without sample approval.
Minor color, fit, or placement variations within industry standards
PLEASE NOTE: WE ARE UNABLE TO ACCEPT RETURNS ON ORDERS FOR WHITE AND LIGHT COLOUR ITEMS.
Eligible for Replacement:
Manufacturing defects
Incorrect branding or garments that don’t match the approved design
Wrong sizes or items shipped
Damaged goods (must be reported within 7 days)
2. Returns & Refunds (Retail Clothing Purchases)
For items purchased directly from our retail collection (e.g., website drops, limited editions), we offer a more flexible return policy:
For items purchased directly from our retail collection (e.g., website drops, limited editions), we offer a more flexible return policy:
Returns Accepted If:
The item is unworn, unwashed, and in original packaging
A return request is made within 14 days of delivery
The item is not on special or have a reduced price.
Refunds & Exchanges:
Refunds will be issued within 7–10 business days after item inspection.
Exchanges can be requested if stock is available.
Return shipping costs are the responsibility of the customer unless the item is faulty.
3. Minimum Order Quantities (Custom Orders)
To maintain production standards, we require a minimum order of 20 units
MOQ by Type:
Embroidery: 30 units per design
DTF Printing: 30 units per design
Accessories / Headwear: 30 units per item
Blank Clothing: 20 units per item
Sizes may be mixed within a single style. Color variations can be allowed if branding remains unchanged.
4. Artwork Fees and Sampling Fees(Custom Orders)
Each unique design requires a one-time setup fee to ensure quality output and production efficiency:
DTF Printing Setup Fee: R300.00 per artwork
Embroidery Digitization Fee: R300.00 per artwork
Sampling Fee: is based on Garment and Artwork supplied
These fees cover design conversion, scaling, and formatting. The same artwork will not be charged again for future reorders.
Please note: if the client supplies artwork that is not of higher image quality we may not be responsible for artwork issues.
However, we will do our best to guide the client in the correct direction and make suggestions. If the customer requires artwork to be created from scratch, we may appoint a designer which comes at a separate cost and will be quoted for.
5. Lead Times (Custom Orders)
Production timelines vary based on complexity and order size, but the typical flow is:
Design & Mockups: 2–5 business days
Sampling: 10–12 business days
Bulk Production: 4-6 Weeks after approval
We strive in making sure we are on time. Sometimes issues do arise, but we will be sure to communicate all the way through the process!
6. Payment Terms (Custom Orders)
To maintain production efficiency and clear scheduling:
100% payment is required upfront before any sampling or production begins
Payment Method:
We only accept EFT (Electronic Funds Transfer)
Payment details will be provided on your invoice
No other payment methods are currently accepted
Please note: No production will begin until full payment has been received and confirmed.
7. Garment Placement and Errors Policy
We take great care to ensure accurate placement and production of all custom garments. However, due to the nature of manual processes and varying garment styles, slight variations in placement may occur and are considered acceptable within industry standards.
We strongly encourage customers to provide mockups or clear placement instructions when submitting an order. If no mockup or specific direction is provided, we will use our best judgment to place the design appropriately.
Please note:
Design placement may shift slightly due to garment construction or size differences.
Misplacement outside our accepted tolerance or production errors on our part will be corrected or reprinted at no charge.
We do not accept responsibility for errors in customer-provided artwork, spelling, or placement if no specific guidance was given at the time of order.
8. Customer-Supplied Garments & Items
We are not responsible for the loss, damage, or replacement of garments or items not supplied by us. While we handle all materials with care, customer-provided items are accepted at your own risk.
We do not guarantee results or accept liability for any damage during production on non-stock or customer-supplied items.
Garments not purchased through us may react differently to our processes, and results may vary.
In the event of an error or damage, reimbursement will not be offered for customer-supplied garments.
We highly recommend purchasing garments directly through us to ensure quality control and consistent results.