Refund Policy
1. Handmade and Made-to-Order Products
Many of our products are handmade, personalised, or created specifically based on your chosen:
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Name or lettering
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Fabric selection
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Colour choices
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Design options
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Custom requirements
Because these products are made especially for you, we are unable to offer refunds or exchanges for:
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Change of mind
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Incorrect choices made during ordering
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Incorrect measurements selected by the customer
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Colour preferences differing from what appears on screen
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Products no longer wanted after production has started
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Personalised products
We encourage customers to carefully review all order details before completing payment.
2. Faulty or Damaged Products
We want you to be completely happy with your purchase.
If your product arrives:
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Damaged
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Faulty
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Incorrect
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Missing parts or components
please contact us within 7 days of receiving your order.
To assist us in resolving the issue, please provide:
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Your order number
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A description of the problem
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Photographs showing the issue
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Any relevant details regarding the condition of the product upon arrival
We will assess the issue and, where appropriate, offer:
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A repair
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A replacement
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A partial refund
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A full refund
depending on the nature of the issue.
3. Incorrect Orders
If we have made an error and supplied an incorrect item, please notify us within **7 days of receiving your order.
We will arrange a suitable solution, which may include replacing the item or issuing a refund where appropriate.
4. Returns
Where a return is approved, items must:
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Be unused and in their original condition
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Include all original packaging where applicable
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Be returned within the timeframe provided by us
Customers are responsible for ensuring that returned items are safely packaged.
Where the return is due to customer error or change of mind, return delivery costs may be the responsibility of the customer.
5. Refund Process
Once your refund has been approved:
Refunds will be processed using the original payment method where possible.
Processing times may vary depending on your bank or payment provider.
We will confirm once your refund has been processed.
Please note that delivery fees are generally non-refundable unless the refund is due to an error on our part or a defective product.
6. Cancellations
Orders may only be cancelled before production has started.
Once your product has entered the production process, cancellations may not be possible due to materials being purchased and work commencing specifically for your order.
If you wish to cancel an order, please contact us as soon as possible.
7. Sale Items and Promotional Products
Sale items, discounted products, or promotional products may not qualify for refunds unless the item is faulty or incorrectly supplied.
8. Product Variations
As our products are handmade, small variations may occur, including:
Slight differences in fabric pattern placement
Minor variations in stitching
Small differences between product images and the finished item
These variations are part of the handmade nature of our products and are not considered defects.
9. Product Safety and Use
Our products are designed for imaginative play and decorative purposes.
Customers are responsible for ensuring products are used appropriately and under suitable supervision.
Refunds will not be provided for damage caused by:
Incorrect use
Accidental damage
Failure to follow care instructions
Normal wear and tear
10. Consumer Protection
Nothing in this Refund Policy is intended to limit your rights under applicable South African consumer protection laws.
Where applicable, customers retain their rights in relation to defective goods, incorrect products, or goods that do not meet required standards.
11. Contact Us
If you have any questions regarding this Refund Policy or need assistance with your order, please contact us:
[Business Name]
Email: [Insert Email Address]
Phone: [Insert Contact Number]
Last Updated: [Insert Date]