Last updated: 18 September 2026
We want you to love your Hey Bro order. Because almost everything we make is personalised, returns work a little differently from a regular shop. Here is how it works.
1. Personalised items
Personalised items are made to order with your details, so we can’t resell them. That means we can’t accept returns or exchanges if you change your mind, or if a mistake was in details you approved on your proof.
That is why we email you a proof before anything is made. Please check names, spelling, numbers and dates carefully before you approve it.
2. Changing or cancelling an order
- Before you approve your proof: reply to the proof or email us and we will make the change. You can also cancel for a full refund.
- After you approve your proof: your order goes into production and can no longer be changed or cancelled.
- Bulk, team and custom orders: the cancellation terms in your quotation apply.
3. Damaged, faulty or incorrect items
Not right? We fix it. If your order arrives damaged, has a production fault, or doesn’t match the proof you approved, contact us within 30 days of delivery with your order number and a photo. We will remake or replace it, or refund you, at no cost to you. If we need the item back, we will arrange and pay for its return.
This does not limit your rights under the Consumer Protection Act, which gives you six months from delivery to return goods with a defect.
We can’t cover normal wear and tear, or damage from misuse or from not following our care instructions. If a mistake was in details you approved on your proof, we are happy to quote for a remake.
4. Items without personalisation
If you bought an item online without any personalisation, you may cancel and return it within seven days of delivery, as the Electronic Communications and Transactions Act allows. The item must be unused and in its original packaging, and you pay the cost of sending it back. We refund the full purchase price once we receive it.
5. How refunds are paid
Refunds are paid to the card you used at checkout. We process them as soon as a refund is agreed, but your bank may take a few working days to show it. If we refund an order because of our mistake, we also refund the delivery fee.
6. How to contact us
Email info@heybro.co.za or WhatsApp +27 65 987 9923 with your order number, and a photo if something is wrong. We reply within one business day (Monday to Friday, 9am to 5pm).
These terms form part of our Terms of Service.
