Refund & Returns Policy

Last Updated: 2026/05/09

At RouteLegend, every product is custom-made and personalised to each customer’s route, activity, and specifications. Because of the personalised nature of our products, our Refund & Returns Policy differs from standard retail products.

1. 30-Day Money-Back Guarantee

If you are not completely satisfied with your RouteLegend product, you may request a return within 30 days of receiving your order.

To qualify for a refund:

  • You must contact us within 30 days of delivery.
  • The product must be returned to RouteLegend.
  • The customer is responsible for return shipping costs.
  • The product must be returned in reasonable condition.

Once the returned product has been received and inspected, a refund will be issued to the original payment method.

2. Return Shipping

Customers are responsible for all return shipping costs.

We recommend using a tracked shipping service, as RouteLegend cannot be responsible for items lost during return transit.

Original shipping charges are non-refundable unless required by law.

3. Damaged, Defective, or Incorrect Orders

If your order arrives:

  • Damaged during shipping
  • Defective
  • Incorrect due to an error on our side

Please contact us within 7 days of delivery.

To help us resolve the issue quickly, please provide:

  • Your order number
  • Photos of the product
  • Photos of any packaging damage
  • A description of the issue

If approved, RouteLegend will, at its discretion:

  • Replace the product at no cost, or
  • Provide a partial or full refund

If the issue is determined to be the result of an error on our side, RouteLegend will cover any replacement shipping costs.

4. Order Cancellations

Orders may be cancelled before production has started.

Once design work, route processing, manufacturing, personalization, or production has begun, cancellation requests may no longer be possible.

If you need to cancel an order, please contact us as soon as possible.

5. Customer-Provided Information

Customers are responsible for ensuring that all information submitted during ordering is accurate, including:

  • Names
  • Dates
  • Route information
  • Strava links
  • GPX files
  • Uploaded content
  • Colour selections
 

If you notice an error after placing your order, please contact us immediately. We will do our best to assist before production begins.

6. Shipping Issues

RouteLegend currently ships orders using The Courier Guy, one of South Africa’s leading courier providers.

Once your order has been dispatched, you will receive tracking information to monitor your shipment’s progress.

While RouteLegend carefully packages every order, we are not responsible for:

  • Courier delays
  • Delivery disruptions outside our control
  • Incorrect shipping information provided by the customer
  • Failed delivery attempts
 

If an order is returned due to incorrect customer-provided shipping information, additional shipping charges may apply before the order can be resent.

In the event that your order arrives damaged during transit, please contact us within 7 days of delivery with photographs of the product and packaging so we can assist you promptly.

7. Refund Processing

Approved refunds will be processed through the original payment method used at checkout.

Depending on your payment provider or bank, refunds may take several business days to appear in your account.

8. Contact Us

For return, refund, or cancellation requests, please contact:

RouteLegend
support@routelegend.co.za

Please include your order number when contacting support so we can assist you as quickly as possible.