Refund policy

1. Non-Customized Products

You may return or exchange non-customized items within 14 calendar days of receiving your order, provided that:

  • The item is unused and in its original packaging.
  • The item is in the same condition as when you received it.

Return Process:

  1. Contact us at info@craftedwithcharm.co.za with your order number and reason for return.
  2. Once your return is approved, we will provide you with instructions on where to send the item.
  3. Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., wrong or defective item).

Refunds for Non-Customized Products:

Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed within 7 business days to your original payment method. A 15% restocking fee will be charged. The customer is responsible for return shipping cost.

2. Customized Products

Due to the nature of personalized and customized products, returns and refunds are only accepted in the following cases:

  • The product contains a manufacturing defect.
  • The product does not match the customization details provided at the time of purchase.
  • The product was damaged during delivery.

Custom Product Return Process:

  1. Notify us within 48 hours of delivery by emailing info@craftedwithcharm.co.za with detailed photos of the defect or damage.
  2. Upon approval, we will arrange for the product to be returned or replaced at no cost to you.

3. Digital Products

Digital products, such as custom star maps or watercolor portraits, are non-refundable once delivered, except in cases of:

  • A technical issue that prevents you from accessing the product.
  • An error on our part in the creation of the digital file.

For assistance with digital products, contact us at info@craftedwithcharm.co.za within 7 days of purchase.

4. Damaged or Defective Items

If you receive a damaged or defective product, please notify us within 48 hours of delivery. Include your order number and photos of the item and packaging. We will arrange for a replacement or refund at no additional cost.

5. Exchanges

Exchanges are only allowed for non-customized products. If you wish to exchange an eligible item, contact us within 14 calendar days of receiving your order. Exchanges are subject to stock availability, and customers are responsible for shipping costs unless the exchange is due to an error on our part.

6. Refund Timeline

  • Refunds for approved returns will be processed within 7 business days after the item is received and inspected.
  • Refunds will be issued to the original payment method. Please allow additional time for your financial institution to process the refund.

7. Exclusions

The following items are excluded from returns and refunds unless defective or damaged:

  • Gift cards
  • Sale or clearance items

8. Consumer Protection Act Compliance

This policy complies with the Consumer Protection Act (CPA) of South Africa. Nothing in this policy limits your rights under applicable South African consumer protection laws.

9. Contact Us

If you have any questions about our Return and Refund Policy, please contact us at:

  • Email: info@craftedwithcharm.co.za

We are here to assist you with any concerns or inquiries you may have regarding your order.