Refund policy

Besteigen Return & Refund Policy


Thank you for shopping with Besteigen. As a premium men’s apparel brand, we pride ourselves on delivering high-quality garments. Because our items are custom-printed and manufactured on demand through our global fulfillment partners (Tapstitch and Airventory), we do not maintain a traditional warehouse inventory.
Please read our policy carefully before placing an order. By making a purchase on our website, you agree to the terms outlined below.


1. The Core Rule: Made-to-Order

Every single item ordered from Besteigen is printed, cut, sewn, and shipped specifically for you. Because we do not carry physical inventory at our South African headquarters, we cannot accept returns or exchanges for buyer's remorse, incorrect size selection, or change of mind.
Please consult our detailed Size Guide on each product page before finalising your purchase.


2. Free Replacements & Refunds (Damaged or Incorrect Items)

We want you to love your gear. If there is an issue caused by a manufacturing or fulfillment error, we will completely cover the cost of a replacement or issue a full refund.
What Qualifies for a Free Replacement or Refund?
  • Manufacturing Defects: Misprinted graphics, incorrect placement, peeling prints, broken zippers, or severe stitching errors.
  • Damaged Goods: Items that arrive torn, stained, or visibly damaged during transit.
  • Fulfillment Errors: Receiving the wrong size, wrong colour, or completely wrong product compared to your order confirmation.
How to Claim Your Replacement or Refund:
  1. Time Limit: You must submit your claim within 14 days of receiving your package.
  2. Contact Us: Email our support team at besteigenoffice@gmail.com with your Order Number in the subject line.
  3. Provide Proof: Attach clear, high-resolution photos or a short video showing the specific defect, damage, or the size tag (if the wrong size was sent).
  4. Resolution: Once confirmed, we will initiate a new production order immediately at no cost to you, or process a full refund.
Note: For confirmed defective or incorrect items, you do not need to mail the physical item back to South Africa or our POD supplier hubs.


3. Order Cancellations and Changes

Our automated production system routes orders directly to Tapstitch and Airventory to ensure fast global delivery.

• Within 2 Hours: You may cancel or amend your order (change size/colour) within 2 hours of placement.

• After 2 Hours: Once production begins, the order cannot be altered, cancelled, or refunded.

4. International Shipping & Timelines

Besteigen ships globally from international fulfillment hubs.
• Estimated Delivery: Because items are custom-made, please allow 3 to 7 business days for production and 7 to 15 business days for international transit. Total delivery time typically takes 10 to 22 business days.
• Incorrect Address: If a package is undeliverable due to an incorrect address provided by the customer, the package will be disposed of or returned to the supplier hub. Besteigen is not liable for these packages, and a replacement will require a new purchase.
• Unclaimed Packages / Customs: Customers are responsible for any local customs duties, taxes, or clearing fees in their respective countries. If a package is returned because it was unclaimed or customs fees were refused, we cannot offer a refund.
• Lost in Transit: If your tracking data shows no movement for more than 20 business days, please reach out to us, and we will initiate a courier investigation and arrange a replacement if necessary.

5. Refund Processing Time via PayFast

If a monetary refund is approved rather than a replacement product:
• All refunds are securely processed back through our payment gateway, PayFast, to your original payment method (Credit/Debit Card, Instant EFT, etc.).
• Please allow 5 to 10 business days for the funds to reflect in your account, depending on your financial institution's processing times.

Contact Us

For any questions regarding your order, sizing, or a potential issue, please contact our support desk:

• Email: besteigenoffice@gmail.com 

• Business Address: 2 Malgas Crescent Liefde En Vrede Johannesburg South Gauteng South Africa