Returns & Refunds

Can I return my order?

If you are not satisfied with the quality of products that you have received from us, we want to make it right. We will do everything we can to find a solution.

Please note that products sold on Our Town Gear are customised by printing for you when you place your order. This means that unfortunately we are unable to accept returns of goods in the case where you have changed your mind.

If you fall outside of these guidelines or need additional help, please reach out to us so we can help. 

Defective, damaged or incorrect products

If you receive defective, damaged or incorrect goods, we will provide correct replacements or a refund - your choice. This applies in the following cases:

  • damage to the delivered products,
  • errors in the quantity or specification of the delivered products,
  • or lack of quality of the delivered product.

Incorrect size ordered

If you have ordered the wrong size of product, we will be happy to arrange a replacement in the correct size. Please double check product measurements before ordering.

How long after receiving the goods do I have to request a return?

Please initiate your return enquiry within 30 days of receiving your delivery.

What condition should returns be in?

  • T Shirts: must be unworn, unwashed and returned in the original condition it was received.

How do I initiate a return?

Please let us know as soon as possible, and within 30 days of receiving your order. We have a self-service returns portal where you can initiate your return. You can submit a return request by logging into your customer account, find the order you wish to return and click the Return Items link. We will then get in touch to advise next steps. Accepted return reasons are received wrong product, product is defective or damaged, wrong size ordered.

Do you offer prepaid returns for all orders placed?

When we require goods for defect or damage inspection we will cover the cost of return postage. When we approve your return request, we will issue a "RMA" number and details on where and how to send goods.

If we have agreed to provide a replacement when you have ordered an incorrect size, the return postage will be at your expense.

What's the refund timeline?

When we have received and inspected the damaged, defective or incorrect good and your return claim has verified your refund will be processed within 3 business days. Depending on your banking institution, you should see your refund reflected back on your bank statement within a few days. If your purchase was made with store credit, the balance of store credit will be placed back on your Our Town Gear account.

Last updated: 14th November, 2022