Returns and Exchanges

If you are dissatisfied with an item purchased from our website you may return it to our Gilbert Rugby office for a refund, replacement or exchange provided that the conditions of our Returns and Exchanges policy have been satisfied.

FESTIVE RETURNS & EXHANGES

Kindly take note of our festive season operating schedule to ensure a seamless returns and exchanges process. Queries will be processed starting 13 January 2025. We appreciate your patience and ask that you allow extra time for responses during this period.

Returns and exchanges policy

We will gladly exchange or refund a product purchased from our website, provided that it meets the below criteria:

The item was purchased from www.gilbertrugby.co.za
There is valid proof of purchase, i.e. Gilbert Rugby online order confirmation
It is within 30 days of the original purchase date
It is in its original packaging and condition and:

Hygiene reasons, unsealed underwear items may not be returned unless the item is defective/damaged upon receipt of delivery.
The product is unworn and unused
The product tag is still attached
The security seal or shrink wrap is intact (if applicable)
Includes all original accessories and/or parts (if applicable)

Start a return or exchange

What's the fastest way to get an exchange done?

In a hurry? Simply re-order the size you want immediately, then load a return request below and we'll refund you once we receive the return.
Not in a hurry? Select the exchange option on the returns form.

Please complete below form to start your return or exchange

First Name *

Last Name *

E-mail *

Phone *

Order number (not your shipment number) *

Are you returning or exchanging an item? *

Using own courier or dropping off at our Cape Town factory?

Please note that refunds for returns are only processed once we receive the item back and monies can take up to 14 days to reflect in your account

Products to return for refund *

Reason for returning or exchanging

Please note that while we do not cover the cost of returning items to us, we do cover the courier cost for delivering exchange orders back to you.

Instructions for sending items to us

The return of items to us is at your own cost and you must use your own courier or drop it off at our returns facility
You must complete the above form to arrange a return or exchange before sending items to us.
Include a note detailing the return that includes your details and your web order number
Please wrap and package the product in packaging/box that is suitable for transport by courier.
Refunds take 2 - 4 weeks to process once we have received your returned item or cancelled your order.
For exchanges, after we have received the unwanted items from you, can take 1 - 2 weeks to process and deliver back to you
All refunds are processed strictly in accordance with the original sales tender type (i.e. credit card or EFT).
Please supply an official proof of bank account for EFT Refunds (you can generate this via your banking app).

Address for returns & exchanges

Gilbert Rugby Online Returns & Exchanges
17 Mahillion Rd
Phillipi
Cape Town
7750

Navigate with Google Maps

Opening Hours:
Monday - Thursday: 8:30 - 16:00
Friday: 08:30 - 15:00

Closed on weekends and public holidays

Instructions for sending items to us

The return of items to us is at your own cost and you must use your own courier or drop it off at our returns facility
You must complete the above form to arrange a return or exchange before sending items to us.
Include a note detailing the return that includes your details and your web order number
Please wrap and package the product in packaging/box that is suitable for transport by courier.
Refunds take 2 - 4 weeks to process once we have received your returned item or cancelled your order.
For exchanges, after we have received the unwanted items from you, can take 1 - 2 weeks to process and deliver back to you
All refunds are processed strictly in accordance with the original sales tender type (i.e. credit card, EFT or Mobicred).
Please supply an official proof of bank account for EFT Refunds (you can generate this via your banking app).

Address for returns & exchanges

First Ascent Online Returns & Exchanges
17 Mahillion Road
Philippi
Cape Town
7750

Opening Hours:
Monday - Thursday: 8:30 - 16:00
Friday: 08:30 - 15:00

Closed on weekends and public holidays

Easy ways to send items back to Gilbert Rugby

Aramex Store to Door at PNP, Checkers or Fresh Stop

Buy a R99 sleeve from the counter
Add our returns address (see below) as the destination.
Drop the sleeve into the Aramex Drop Box and Aramex will deliver to Gilbert Rugby
Email us the tracking number so we can look out for the parcel when it arrives

PostNet To Door

Find your nearest PostNet store here
If you haven't already, ask the PostNet store to securely package your return
Add our returns address (see below) as the destination.
PostNet will deliver to Gilbert Rugby
Email us the tracking number so we can look out for the parcel when it arrives

Own Courier

Please wrap and package the product in a box that is suitable for transport by courier.
Ensure the courier has the correct Gilbert Rugby address as per below
Email us the tracking number so we can look out for the parcel when it arrives

Drop off at our factory in Cape Town

(NB not available during December festive break)

Choose "drop off option" on the form
Please wrap and package the product
Take note of the factory office hours
Drop off at factory address reception:
15 Induland Ave
Landsdowne
Cape Town
7780