Refund policy

Because our products are custom-made, personalized, or manufactured to your specific order, our return policy is strictly governed by the South African Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).
Please read the guidelines below carefully before placing your order.
1. Custom & Personalized Items (Change of Mind)
  • No Cancellations or Changes: Once your custom order enters production, it cannot be canceled, amended, or changed.
  • No Returns for Change of Mind: In terms of Section 42 of the ECTA, the standard 7-day online shopping "cooling-off" period does not apply to custom-made or personalized goods. We do not offer returns, exchanges, or refunds if you change your mind, no longer want the item, or provided incorrect specifications (such as incorrect sizing, spelling, or color selections).
2. Damage Upon Delivery (Transit Damage)
We take great care in packaging your items, but courier mishaps can happen.
  • 7-Day Reporting Window: You must inspect your parcel immediately upon delivery. If your item arrives visibly damaged, stained, or broken out of the box, you must notify us via email at tsauraco04@gmail.com within 7 days of receiving the package.
  • What to Include: Please provide your order number and clear photographic or video evidence of the transit damage.
  • The Remedy: If the damage occurred during transit, we will arrange to collect the item at our expense and provide you with a priority replacement or repair.
3. Defective Goods & Manufacturing Faults
In accordance with Section 56 of the Consumer Protection Act, all goods sold carry an implied statutory warranty against manufacturing defects.
  • 6-Month Warranty: If your custom item has a genuine manufacturing defect (e.g., faulty stitching, defective zippers, unravelling seams, or a clear deviation from the custom specifications you provided) within 6 months of delivery, you are entitled to a remedy.
  • The Remedy: If a manufacturing defect is verified, you have the legal right to choose between a repair, a replacement (where possible), or a full refund.
  • Exclusions: This warranty strictly excludes normal wear and tear, accidental damage after delivery, or damage caused by failing to follow care and washing instructions. Unfortunately, we cannot accept returns on sale items or gift cards.
4. How to Log a Return Request
To initiate a claim for a damaged or defective item:
  1. Email tsauraco04@gmail.com with your order number.
  2. Attach clear photos or videos demonstrating the defect or damage.
  3. Our team will review your claim within  2–3 business days and guide you on the next steps for collection.

Exchanges
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.

Refunds
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at tsauraco04@gmail.com.

You can always contact us for any return question at tsauraco04@gmail.com