We have a 7-day return policy, which means you have 7 days after receiving your item to request a return or exchange. We reserve the right to refuse out-of-warranty returns or exchanges.
Due to the nature of our products and that they are custom-made we only accept returns or exchanges on items that are defective, damaged or if you have received the wrong item.
To be eligible for a return or exchange, your item must be in the same condition that you received it, unused and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will NOT be accepted.
You can always contact us for any return question at firstname.lastname@example.org.
Change of mind/ Order Cancelations - BEFORE Production Process
Should you have a change of mind and request a refund on custom-made items before the production-period a 5% transaction fees will apply, as this is the charge passed on by our payment gateway Payfast.
Change of mind/ Order Cancelations - AFTER Production Process
Should you have a change of mind and request a refund on custom-made items that are in the production-period a 30% cancelation fees will apply, as custom-made items are specifically designed for you.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and correct it.
Please note: All our products are carefully inspected and proof photo's are taken of each an every item ordered with each clients order details to ensure that the products are in perfect condition. Products are sterilized before it is packaged and sent out to our clients. We would advise you to sterilize the products again before use.
Exceptions / non-returnable or refundable items
- We reserve the right not to refund our standard delivery fee charges when items are returned for refunds as we make use of a third party courier service and do not profit off of any delivery fees charged.
- Due to the nature of our products we reserve the right to not except any refunds or exchanges on items that have been used, opened and unsealed. This is NON- NEGOTIABLE.
- Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too you.