Effective Date: October 2026
Thank you for supporting the South African Depression and Anxiety Group (SADAG) through your purchase.
Every SADAG merchandise purchase helps us continue our work in mental health awareness, education, support, counselling and suicide prevention across South Africa. We want you to be happy with your purchase, and we have outlined our refund, return and exchange process below.
This policy applies to merchandise purchased through the SADAG online shop.
Returns
You may request to return an eligible item within 30 days of receiving your order.
To be eligible for a return, the item must:
- Be unused, unworn and in its original condition.
- Be returned in its original packaging where applicable.
- Not have been washed, altered, personalised or damaged after delivery.
- Be accompanied by your order number or proof of purchase.
Items that do not meet these requirements may not be eligible for a refund or exchange.
Clothing and wearable merchandise
For clothing, T-shirts, hoodies and other wearable merchandise, items must be unworn, unwashed and in their original condition.
Please take reasonable care when trying on clothing to ensure that it remains in a condition suitable for resale.
Change-of-mind Returns
If you have changed your mind about your purchase, you may request a return within 30 days of receiving your order, provided the item meets the return requirements outlined above.
For change-of-mind returns:
- The customer is responsible for the cost of returning the item to SADAG.
- Original delivery/shipping costs are generally non-refundable.
- The item must be returned safely and securely packaged.
- We recommend using a trackable delivery service, as SADAG cannot be responsible for items lost in transit when returned by the customer.
Once the returned item has been received and inspected, SADAG will confirm whether the return has been approved.
Faulty, Damaged or Incorrect Items
We take care when preparing and dispatching every SADAG merchandise order.
If your item:
- Arrives damaged;
- Is defective or faulty;
- Is materially different from the item you ordered; or
- Is the incorrect size, colour or product due to an error on our part,
Please contact us as soon as possible at finance@anxiety.org.za.
Please include:
- Your order number/invoice or proof of payment;
- A description of the problem; and
- Photographs of the item and, where relevant, the packaging.
Please do not return a faulty, damaged or incorrect item before contacting us and receiving instructions from SADAG.
Where the issue is confirmed to be the result of a fault, damage before delivery or an error by SADAG, we will work with you to arrange an appropriate remedy, which may include a replacement, exchange or refund, in accordance with applicable South African consumer law.
Items That Cannot Be Returned
Certain items may not be eligible for return where they have been:
- Used or worn;
- Washed;
- Damaged after delivery;
- Altered or personalised at the customer’s request;
- Returned without original tags or packaging where these are required; or
- Returned outside the applicable return period.
If a product has been damaged or altered after delivery for reasons unrelated to a fault in the product or an error by SADAG, a refund or exchange may not be available.
Sale and Promotional Items
SADAG may occasionally offer merchandise at a discounted or promotional price.
Discounted merchandise may be subject to specific conditions relating tochange-of-mind returns, which will be communicated at the time of purchase.
However, sale or promotional pricing does not remove any rights that you may have in relation to faulty, defective, damaged, incorrect or non-conforming merchandise under applicable South African consumer law.
Exchanges
We are happy to consider exchanges for eligible merchandise, subject to stock availability.
If you would like to exchange an item, please contact us atfinance@anxiety.org.za within 30 days of receiving your order.
Please provide:
- Your order number or invoice or proof of payment;
- The item you wish to exchange; and
- The item you would like instead.
For change-of-mind exchanges, the original item must meet the return requirements outlined in this policy.
If the requested replacement item is unavailable, SADAG may offer an alternative product or refund, where applicable.
Refunds
Once your returned item has been received and inspected, SADAG will notify you whether your refund has been approved or declined.
If your refund is approved, it will be processed using the original payment method used for the purchase, where possible.
Please allow reasonable processing time for the refund to reflect in your account. The time taken may vary depending on your bank or payment provider.
Where a return is made because of a change of mind, original delivery costs and return shipping costs may not be refundable.
Where a refund is due because merchandise is faulty, damaged, incorrect or otherwise does not comply with applicable consumer requirements, SADAG will deal with the matter in accordance with applicable South African consumer law.
Late or Missing Refunds
If you have been notified that your refund has been processed but it has not yet reflected in your account:
- Check your bank account or payment account again.
- Contact your bank or payment provider, as processing times may vary.
- Check whether the payment has been credited under a different transaction reference.
If you have completed these steps and still have not received your refund, please contact us at finance@anxiety.org.za
Please include your order number or invoice or proof of payment so that we can assist you as quickly as possible.
Return Shipping
For change-of-mind returns, the customer is responsible for the cost of returning the merchandise to SADAG.
Return shipping costs are generally non-refundable.
If you are returning a product because it is faulty, damaged, incorrect or because of an error made by SADAG, please contact us before sending the item back so that we can advise you on the return process.
We recommend using a trackable delivery service when returning merchandise. SADAG cannot guarantee receipt of items that are returned without tracking or proof of delivery.
How to Request a Return or Exchange
To request a return or exchange, please contact:
SADAG Merchandise Team
Email: finance@anxiety.org.za
Please include:
- Your full name;
- Order number or invoice or proof payment ;
- Date of purchase;
- Item(s) you wish to return or exchange;
- Reason for the return or exchange; and
- Photographs where the item is damaged, faulty or incorrect.
Our team will provide you with the relevant return instructions.
Please do not send merchandise back without first contacting SADAG.
Your Consumer Rights
Nothing in this policy is intended to limit or exclude any rights that you may have under applicable South African consumer protection legislation.
Where applicable, SADAG will comply with the rights and remedies provided to consumers under the Consumer Protection Act 68 of 2008and other applicable South African legislation.
Your Purchase Makes a Difference
When you purchase SADAG merchandise, you are doing more than buying a T-shirt, tote bag, pencil bag, water bottle, or other SADAG product.
You are helping us make Mental Health support more accessible.
Funds generated through SADAG merchandise contribute towards our ongoing Mental Health awareness, education, support and counselling work across South Africa.
Thank you for supporting SADAG and for helping us make Mental Health Matter.
Need Help?
If you have any questions about a refund, return or exchange, please contact us:
Email: finance@anxiety.org.za
Website: SADAG Online Shop
South African Depression and Anxiety Group (SADAG) www.sadag.org
We are here to help.
SADAG reserves the right to update this policy from time to time. The latest version published on the SADAG website will apply to purchases made after the effective date of the updated policy.