REFUND POLICY

Last updated: 21 July 2026

Craftly SA wants every customer to be satisfied with their purchase. This policy explains how cancellations, returns, exchanges and refunds are handled.

Nothing in this policy limits the rights available to customers under South Africa’s Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.

Order Cancellations

If you wish to cancel an order before it has been dispatched, contact Craftly SA as soon as possible.

If the order has not yet been processed or dispatched, we will make reasonable efforts to cancel it and issue a refund.

Once an order has been dispatched, it will need to be handled as a return.

Change of Mind Returns

Where the cooling off provisions of the Electronic Communications and Transactions Act apply, customers may cancel an eligible online purchase within seven days after receiving the goods without giving a reason.

Products should be returned complete, with their original packaging and accessories, and should not be used beyond what is reasonably necessary to inspect them.

The customer is responsible for the direct cost of returning change of mind products.

Please contact Craftly SA before sending any product back so that we can provide the correct return instructions.

Items That Cannot Be Returned for Change of Mind

Change of mind returns may not be available for:

• Products made to a customer’s specifications
• Clearly personalised or customised products
• Products that cannot reasonably be returned because of their nature
• Products likely to deteriorate or expire rapidly
• Digital products that have already been downloaded or accessed
• Products that have been altered, damaged or used beyond reasonable inspection

These exclusions do not apply where a product is defective, unsafe, incorrectly supplied or materially different from its description.

Defective or Damaged Products

Under the Consumer Protection Act, qualifying goods that are defective, unsafe or unsuitable for their intended purpose may be returned within six months after delivery.

Depending on the circumstances and applicable law, the customer may be entitled to:

• A repair
• A replacement
• A refund

If your product arrives damaged, defective or incorrect, please contact Craftly SA as soon as possible. Providing your order number, photographs and a description of the problem will help us resolve the matter more efficiently.

Craftly SA will cover reasonable return costs where we supplied the incorrect product or the product was defective or damaged when delivered.

Incorrect Products

If you receive a product that is different from what you ordered, please do not use it.

Contact us with your order number and photographs of the product received. We will arrange an appropriate replacement, collection or refund at no additional cost to you.

Exchanges

Eligible products may be exchanged subject to stock availability.

If the replacement product costs more, the customer will need to pay the difference. If it costs less, the difference will be refunded where applicable.

Delivery costs associated with a voluntary exchange may be charged to the customer unless the original product was defective or incorrectly supplied.

Sale Products

Sale and promotional products remain protected by applicable consumer law.

A discounted product will not qualify for a return solely because the customer later found it at a lower price or changed their mind outside an applicable cooling off period.

Digital Products

Digital cutting templates and other downloadable products cannot ordinarily be returned once the download or access process has begun.

If a digital product is defective, corrupted or materially different from its description, please contact Craftly SA so that we can provide reasonable assistance, a replacement file or another appropriate remedy.

Return Process

To request a return:

Contact Craftly SA using the details below.
Provide your name, order number and reason for the return.
Include photographs if the product is damaged, defective or incorrect.
Wait for return instructions before sending the product.
Package the product securely to prevent damage during transit.

Products returned without prior communication may take longer to identify and process.

Refunds

Once a returned product has been received and assessed, Craftly SA will notify you of the outcome.

Approved refunds will be made through the original payment method where reasonably possible.

Refund processing times may depend on the bank or payment provider. Where the Electronic Communications and Transactions Act applies, refunds will be processed within the legally required period, which may be up to 30 days from cancellation.

Craftly SA is not responsible for delays caused by banks or payment providers after a refund has been submitted.

Delivery Charges

For defective, damaged or incorrectly supplied products, Craftly SA will cover reasonable return delivery costs.

For voluntary returns or exchanges, the customer is responsible for return delivery costs unless applicable law requires otherwise.

Original delivery charges will be handled according to the reason for the return and the customer’s applicable legal rights.

Contact Craftly SA

To request a cancellation, return, exchange or refund, contact:

Email: info@craftlysa.co.za
Telephone: +27 78 220 1774

Please include your order number and enough information for us to assist you.