Overview
Welcome to Unknown Pattern Clothing — operated by Unknown Pattern (“we,” “us,” “our,”
or the “Company”). All references to “we,” “us,” and “our” refer solely to Unknown Pattern
Clothing and its authorized operations.
i.RETURN ELIGIBILITY
As you know some customers treat clothing returns like a Netflix free trial. They wear the jacket to
the event, stand under blue LED lights taking 93 selfies, come home smelling like hookah smoke
and expensive bad decisions, then suddenly discover the item “didn’t meet expectations.” The
garment already completed a social tour. That is not a return. That is retirement.
To qualify for a return, refund, or exchange, customers must submit an official return request
within 4 calendar days of confirmed delivery.
All returned products must meet the following mandatory eligibility requirements:
• Products must remain unused, unworn, and unwashed;
• All original tags must remain attached and undamaged;
• Products must be returned in their original branded packaging, including inserts, protective
materials, labels, and accompanying accessories;
• Products must remain in original resalable condition and must not contain stains, odours,
smoke exposure, deodorant marks, cosmetic residue, pet hair, detergent residue,
alterations, or signs of use;
• Customers must provide valid proof of purchase issued by us, including an order
confirmation, receipt, invoice, or verified order number;
• Return requests submitted after the 4-day return period will not qualify for refund,
exchange, or store credit consideration.
We reserve the sole right to inspect, approve, reject, or restrict any return request that fails to
comply with these conditions.
Returns shipped without prior authorization or without valid traceable courier documentation
may be refused and returned to sender at the customer’s expense.
ii.NON-RETURNABLE ITEMS
Again some people buy limited-edition clothing with the confidence of a stockbroker, wear it all
weekend like they’re headlining a music festival, then pull up Monday morning talking about “I’d
like to return this.” No. That item already experienced nightlife, transportation, emotional
damage, and somebody else’s perfume collection. The retirement tour is over.
The following product categories are classified as final sale and are not eligible for return, refund,
exchange, replacement, or store credit unless otherwise required by applicable law:
• Sale items;
• Clearance items;
• Promotional or discounted products;
• Limited-release or limited-drop collections;
• Mystery-box purchases;
• Bundle or combo-deal purchases;
• Custom-made, made-to-order, or personalized products;
• Gift cards or digital credit products;
• Underwear, swimwear, or intimate-wear products;
• Products damaged through customer misuse, negligence, alteration, improper care, or
unauthorized modification;
• Products returned with missing packaging, missing tags, or missing accessories;
• Products showing signs of wear, washing, staining, smoke exposure, deodorant marks,
cosmetic residue, pet hair, odors, or handling beyond standard inspection.
We reserve the sole and exclusive right to determine product eligibility, inspect returned
merchandise, and reject any return request that fails to comply with this Policy.
Submission of a return request does not create an automatic entitlement to a refund, exchange,
replacement, or store credit.
iii.REFUND CONDITIONS
Returning clothes is one of the few situations where people suddenly become international
negotiators. Somebody wears the outfit to the party, posts “Big drip energy” online for three days,
washes it twice, loses the tags, then arrives requesting a “full refund” like the garment just spent
time in witness protection. That conversation ends at inspection.
Refunds are not issued automatically upon receipt of returned merchandise. All returned
products are subject to mandatory inspection and verification before any refund decision is
made.
Refund approval is granted only where we confirm that:
• the returned product complies fully with this Policy;
• the product remains in original resalable condition;
• all original tags, packaging, inserts, and accessories are present and intact; and
• no evidence of wear, washing, misuse, alteration, contamination, or customer-caused
damage exists. We still reserve sole and exclusive authority to approve, deny, restrict, or condition any refund
request following inspection.
Partial refunds may be issued where:
• returned products are incomplete;
• original packaging or accessories are missing;
• products show minor handling damage beyond standard inspection;
• return shipping fees, processing costs, or applicable charges must be deducted; or
• the returned product no longer qualifies for full refund eligibility but retains limited
recoverable value at the Company’s discretion.
Refund requests may be denied for reasons including, but not limited to:
• return requests submitted outside the approved return window;
• evidence of product use, washing, wear, staining, smoke exposure, odours, cosmetic
residue, or fabric damage;
• missing tags, packaging, or proof of purchase;
• unauthorized returns;
• unverifiable orders or suspected fraudulent activity; or
• non-compliance with any requirement contained within this Policy.
Approved refunds are processed only after inspection confirms full or partial eligibility under this
Policy. Processing times may vary depending on payment providers, banking institutions, fraud
reviews, or transaction verification procedures.
iv.REFUND PROCESSING TIME
Refunds are like waiting for your friend whose “just going to the ATM quick” — you already know
it’s not quick, you just respect the confidence. Same energy applies here: once a refund is
approved, the process is not instant, it is structured.
Approved refunds are processed within 5–10 business days after final approval and completion
of internal verification.
Now here’s the reality behind the scenes:
• Processing timeframe: Refunds are initiated only after inspection approval is completed
and verified by our internal systems. The 5–10 business day window begins once approval
is confirmed, not when the return is received.
• Bank and payment delays disclaimer: Once funds leave our system, additional delays
may occur due to banking institutions, payment gateways, or card provider processing
times. These delays are outside the control of the Company.
• Original payment method clause: All approved refunds are issued strictly to the original
payment method used at checkout. No alternative pay-out methods, transfers, or
substitutions will be permitted.
We do not guarantee same-day, instant, or expedited refunds. All processing timelines are
subject to standard financial system operations, fraud checks, and payment provider protocols.
v. EXCHANGE POLICY
Exchanges sound simple until you’re the one standing there trying to swap a medium for a large
like it’s a hostage negotiation at the checkout counter. “I just need a different size” — but the
system is like, “Sir… we are literally out.” Now everybody emotional for no reason.
Here’s how exchanges actually work under this Policy:
Exchanges are offered on a limited basis and are subject to strict product availability at the time
of processing.
Size Exchanges :
• Size exchanges are permitted only for the same product style and colour;
• Requests are subject to available stock at the time the return is received and processed;
• If the requested size is unavailable, the exchange may be converted into a refund or store
credit at the Company’s discretion.
Defective-Item Replacements :
• Products confirmed as defective, damaged on arrival, or incorrect may qualify for
replacement;
• All defective-item claims must pass inspection and verification;
• Replacement is limited to the same item where stock is available; otherwise, a refund or
alternative resolution may be issued.
Stock Availability Limitations :
• All exchanges are dependent on real-time inventory availability;
• Limited drops, exclusive releases, and high-demand items are not guaranteed for
replacement stock;
• We do not reserve, hold, or pre-allocate exchange inventory;
We reserve the sole right to determine whether an exchange is fulfilled through replacement,
refund, or store credit based on stock availability and product eligibility at the time of processing.
vi. RETURN SHIPPING RESPONSIBILITY
Return shipping is the moment everyone suddenly discovers geography. The same customer who
had no problem ordering from another province now looks at courier costs like it’s an
international diplomatic crisis. But the logistics don’t change because feelings changed or
becomes a logistics expert like, “Wait… so I also have to send it back?” Yes. You do. The courier
was never part of the outfit deal.
Return shipping responsibility is allocated as follows:
• Customer-paid returns: Customers are responsible for all return shipping costs where
the return is based on personal preference, incorrect size selection, change of mind, or
any reason not related to product fault or fulfilment error. Unknown Pattern does not fund
or reimburse return courier fees in these cases.
• Brand-paid returns (defective or incorrect items only): Where a product is confirmed to
be defective, damaged on arrival, or incorrectly supplied, Unknown Pattern may assume
responsibility for return shipping costs or arrange collection. All claims are subject to
inspection, verification, and approval under the Returns Policy.
• Restocking fee policy: We reserve the right to apply a restocking or handling fee where
returned products are not in original resalable condition, are missing packaging or
components, or require additional processing. Any applicable fee may be deducted from
the final refund, exchange, or credit amount.
All return shipping costs remain non-refundable unless explicitly required by applicable
consumer protection law or approved as part of a verified defective-item resolution.
vii. DAMAGED OR INCORRECT ORDERS
Damaged orders are the only time people suddenly become forensic investigators. The parcel
arrives, and within 3 minutes suddenly everybody got gloves on, zooming in like “Zoom in…
enhance… the stitch is off.” there are photos, angles, lighting adjustments, and a full
documentary breakdown like it’s a crime scene. Meanwhile the courier is already halfway to the
next province. So, relax—if the item came wrong, we’ll fix it. But don’t turn a courier drop-off into
a courtroom drama.
This section applies strictly to products that arrive damaged, defective, or incorrectly supplied
only.
Reporting Deadline :
Claims for damaged or incorrect items must be submitted within 24 hours of confirmed
delivery. Reports submitted outside this window may be rejected due to inability to verify
condition at the time of receipt.
Photo Evidence Requirement :
All claims must include clear supporting evidence, including:
• Photos of the product received;
• Photos of packaging and shipping label;
• Clear indication of the defect, damage, or incorrect item received;
• Any additional evidence reasonably required for verification.
Failure to provide adequate visual proof may result in claim denial.
Resolution Methods :
Where a claim is approved after inspection and verification, Unknown Pattern may apply one of
the following resolutions at its sole discretion:
• Replacement of the same item (subject to stock availability);
• Exchange for an alternative product of equal value;
• Refund to the original payment method; or
• Store credit where applicable.
Resolution method is determined based on stock availability, inspection outcome, and
operational feasibility. We reserve the right to select the final resolution path for all approved
claims.
viii. CHARGEBACK & FRAUD PROTECTION
Chargebacks are the only time people act confused about what they willingly bought, wore, used,
and posted online like it was sponsored content… and then suddenly claim, “I don’t recognize
this transaction.” meanwhile “You recognize it, you were just loud about it on social media three
days ago!” or receives a package, enjoys the package, benefits from the package, and then
suddenly develops selective memory like: “I don’t recall this transaction.” It’s amazing how
confidence disappears the moment a bank form appears.
We treat all chargeback and fraud-related activity as a serious commercial risk and enforces
strict protective measures across all transactions.
Fraud Investigation Rights :
We reserve the unrestricted right to:
• Investigate any transaction flagged as suspicious, inconsistent, or potentially fraudulent;
• Review order history, delivery confirmation, IP data, communication records, and payment
verification details;
• Collaborate with payment processors, banks, and relevant third-party fraud prevention
services;
• Delay fulfilment, refunds, or exchanges during active fraud review procedures.
All transactions are subject to verification prior to final approval where risk indicators are
detected.
Chargeback Abuse Consequences :
Any customer initiating a chargeback after receiving goods, services, or store credit without first
engaging with our official support channels may be classified as abusive or fraudulent activity.
Consequences may include:
• Immediate order cancellation;
• Denial of future refund, exchange, or credit requests;
• Blacklisting from future purchases;
• Recovery action through payment providers or dispute resolution channels;
• Legal escalation where repeated or intentional abuse is identified.
Chargebacks are not a substitute for the Returns Policy process.
Account Restriction Rights :
We reserve the sole right to:
• Suspend, restrict, or permanently disable customer accounts;
• Block future transactions from flagged payment methods or identities;
• Refuse service where fraud, abuse, or policy manipulation is detected.
Account status decisions are final and based on internal risk assessment and transaction history
review.
Fraudulent chargebacks, misrepresentation of order status, or abusive refund behaviour will
result in protective enforcement actions to safeguard the business, payment infrastructure, and
legitimate customer base.
ix. REFUSAL RIGHTS
Some customers hear “policy” and think it’s a suggestion box, No, it’s not a suggestion box, it’s
the rules. Some of our dearest customers are negotiating with themselves, not the policy. We do
not operate on vibes, emotions, or creative interpretations of clear terms and people suddenly
develop selective reading skills. They’ll skip every condition, ignore every deadline, damage the
item, lose the packaging, and then show up like, “So I’m good for a refund, right?” No. That’s not
how we work. That’s how wishful thinking works. If it doesn’t meet the terms, it doesn’t pass. No
debate.”
We maintain full commercial discretion over all return, refund, and exchange decisions.
This means:
• Returns, refunds, or exchanges may be denied where products do not strictly comply with
this Policy;
• Requests may be refused where items show signs of use, wear, damage, missing
components, or failure to meet eligibility standards;
• Submissions outside required timelines will not be accepted under any circumstances;
• Requests lacking valid proof of purchase or required documentation may be rejected
without further processing;
• Returns shipped without prior authorization or proper procedure may be refused or
returned to sender at the customer’s expense;
• Any suspected abuse, fraud, policy manipulation, or chargeback behaviour may result in
immediate refusal of service.
We reserve the sole and absolute right to approve, reject, limit, or condition any return, refund, or
exchange request based on inspection results, policy compliance, and operational discretion.
Final determination rests exclusively with us. There is no automatic entitlement to approval under
any circumstance.
x. CANCELLATION POLICY
Cancellations are the one moment people suddenly become time travellers. The order is already
placed, payment is confirmed, the system is already cooking, and then someone says,
“Actually… I changed my mind.”. Respectfully… the machine already moved, and somehow, it’s
always the system’s fault… never the decision.
We process orders in real time, and cancellation rights are strictly time-bound and system
dependent.
This means:
• Time window: Orders may only be eligible for cancellation within a limited short window
after payment is completed, and only if the order has not yet entered processing or
fulfilment status. Once processing begins, cancellation is no longer available.
• Fulfilment cut-off: Once an order has been picked, packed, labelled, or handed over to a
courier or logistics partner, it is considered fulfilled or in fulfilment and cannot be
cancelled under any circumstances.
• Pre-order limitations: Pre-order and limited-release items are final once payment is
confirmed. Due to production scheduling, inventory allocation, and demand-based
fulfilment, cancellations are not permitted once a pre-order is placed.
We reserve the sole right to determine order status, fulfilment stage, and cancellation eligibility
based on internal system records and operational workflow.
Orders cannot be cancelled once processing or fulfilment has begun.
xi. INTERNATIONAL RETURNS
International shipping is where people discover that “global business it is not just global business
” when you go global, you don’t just get global sales — you get global rules, global taxes, and
global responsibility. You can’t order across borders and suddenly act surprised that borders
exist. When you buy internationally, you’re stepping into a system bigger than emotion, bigger
than preference, and definitely bigger than “I changed my mind.” Nobody cares about your
feelings at customs, even our feelings are torture at customs.
We apply strict conditions to all international orders and returns.
Customs Duties :
All international shipments may be subject to customs duties, clearance fees, and border
charges imposed by the destination country. These charges are the responsibility of the customer
and are not included in product pricing or shipping fees unless explicitly stated.
We have no control over customs valuation, inspection delays, or import clearance decisions.
Import Taxes :
Import taxes, VAT, GST, or any equivalent government-imposed charges are the responsibility of
the customer. These fees are determined by local authorities and must be settled before or upon
delivery depending on the destination country’s regulations.
Failure to pay import-related fees may result in shipment delays, returns, or disposal by customs
authorities. Unknown Pattern is not liable for such outcomes.
Shipping Responsibility :
For international returns, the customer is responsible for arranging and covering return shipping
costs unless the item is confirmed as defective or incorrectly supplied under the Returns Policy.
We are not responsible for:
• cross-border shipping delays
• customs clearance delays
• lost or seized international return parcels
• incorrect address submissions
All international returns must be shipped with valid tracking and prior authorization.
Currency Conversion Losses:
All transactions are processed in the base currency of the store. Due to fluctuations in exchange
rates and financial institution conversion fees, the final charged amount may differ from the
displayed price at the time of purchase.
We are not responsible for:
• currency exchange rate differences
• bank conversion fees
• international transaction charges
• refund value variations caused by currency fluctuations
Refunds, where applicable, are issued in the original payment currency and method used at
checkout, and may reflect converted values based on current exchange conditions at the time of
processing.
We maintain full operational control over international return approval, and all decisions are final
under this Policy.
xii. LEGAL PROTECTIONS & POLICY CONTROL
People don’t read policies — they read outcomes they wish were guaranteed, then act surprised
when reality doesn’t negotiate. We do not work on assumptions. We works on written terms,
enforcement, and control.
We operate under strict legal protections that govern all return, refund, and exchange decisions.
No Guarantee Clause :
Submission of a return, refund, or exchange request does not guarantee approval under any
circumstance.
All requests remain subject to eligibility verification, inspection outcomes, and full policy
compliance.
Policy Supremacy Clause :
This Policy governs all return and refund disputes in full, regardless of:
• verbal statements
• customer assumptions
• social media communications
• third-party platform messaging
• informal or external interpretations
No external communication overrides, modifies, or replaces the written terms of this Policy.
Inspection Authority Clause :
Final determination of product condition, eligibility, and outcome remains solely and
exclusively at the discretion of Unknown Pattern.
This includes the right to:
• approve or reject returns
• downgrade to partial refunds or store credit
• refuse items that fail inspection standards
• determine whether conditions have been met under policy definitions
All decisions are final, binding under policy terms, and based on internal inspection and
verification standards.
We maintain full contractual control over all return-related outcomes. No assumption,
interpretation, or external expectation alters these conditions.
xiii. CONTACT INFORMATION
Most of our dearest users don’t have a “refund problem” — they have a “didn’t read
instructions” problem. Because every system looks complicated until you follow the steps. And
stop shipping things before anybody told you to!. Our support system exists to process structured
return, refund, and exchange requests. It is not a walk-in negotiation desk and it is not an after
the-fact problem solver for unapproved shipments, customer support is the only place where
people ignore instructions, follow their own plan, then arrive later like, “So… what now?”.
All return, refund, exchange, and policy-related communication must go through official support
channels listed below.
Official Support Channel
• Email: store@unknownpatternclothing.com
All return inquiries, approvals, and instructions must be issued through official written
communication before any product is shipped back. Unauthorised returns may be rejected
without review.
Business Hours
Support is available during standard operating hours:
• Monday – Friday: 09:00 – 17:00 (SAST)
• Saturday – Sunday & Public Holidays: Closed (responses limited or delayed)
Response Timeframe
• Standard response time: 24–72 business hours
• High-volume periods (sales, drops, peak seasons): response times may extend
beyond standard timeframe
• All requests are processed in order of receipt and priority classification (returns,
refunds, exchanges, order issues)
We reserve the right to determine response priority and handling sequence based on operational
workload and case urgency.
No support request is considered active until it is received and acknowledged through official
channels.
And that concludes the Refund & Returns Policy of Unknown Pattern Clothing.
All purchases, return requests, refunds, exchanges, and related disputes are governed strictly by
the terms outlined in this policy. We reserve full enforcement authority over all policy
provisions, interpretations, and outcomes.
Continued use of the website and completion of a purchase constitutes full acceptance of this
Policy.