Refund policy
Please review the terms for your product type before purchasing. Different terms apply to digital downloads, pre-orders, and in-stock handmade items, as set out in line with and according to applicable South African law.
Digital Downloads
All digital products are final sale once the digital file has been delivered, accessed, or downloaded.
If you find that your file does not download correctly or you experience a technical issue, please contact us through our Contact Form and include your order number and a description of the problem. We will review your claim and provide a replacement file or download link. If we cannot resolve the issue, we will be in touch to arrange a refund.
Pre-Order Items
All pre-order items are made specifically for each customer once the order has been placed and payment has been received. As each item is made to order, all pre-orders are considered final sale.
In the event that you would like to request to cancel your order after production or order processing has begun, we reserve the right—in line with Section 17 of the South African Consumer Protection Act—to deduct reasonable costs already incurred, including materials, production, and administration. Any remaining balance will be refunded where applicable.
If a delay occurs or we cannot fulfil your order due to material sourcing, we will contact you with available options, including cancellation, to arrange a refund.
In-Stock Handmade Items
Due to the limited, small-run, and handmade nature of our physical products, all sales are final and we do not accept returns, exchanges, or refunds for a change of mind.
Please note that unique textures, organic variations, and minor cosmetic characteristics are an inherent part of the handmade process. These variations are described or expected within our listings and do not constitute a defect or imperfection.
In accordance with the Consumer Protection Act, if your item contains a structural defect, or an imperfection not described in the product listing that impairs its quality or intended use, you have the right to a replacement or a full refund. If your package arrives damaged by the courier, please contact us through our Contact Form immediately with photos of the damage so we can resolve it.
Return and Processing Procedure
Where an item is eligible for return due to a valid structural defect, or transit damage, we will cover the return shipping costs. Please contact us before returning the item so that we can provide instructions for the return shipping arrangements.
When returning an item back to us, we recommend using a trackable shipping method, as goods remain under your care until they are successfully delivered back to us. Refunds or replacements for returned items will be processed within 1–2 business days after the item has been received back and inspected to confirm the statutory flaw or transit damage. Following inspection, we will confirm the outcome and process any approved refund. Refund processing time depends on your payment provider.
Contact and Support
For assistance with digital downloads, pre-order items, or in-stock items, please use the Contact Form provided on our website. We aim to respond within 1–2 business days.