Returns, Exchanges & Cancellations
This policy explains cancellation before production, statutory online return rights, custom-order exclusions, defective goods and the return process.
1. Consumer Rights
This policy does not remove any right or remedy that cannot lawfully be excluded under South African law.
2. Before Payment or Production
A customer may remove items from the basket or stop the order before payment. Contact Amanda immediately if a paid order must be changed or cancelled before production or dispatch.
Where work has not started and no non-recoverable cost has been incurred, Designer Stoles will consider cancellation and refund the amount due.
3. Standard Non-Personalised Online Goods
Where the statutory electronic-transaction cooling-off right applies, a consumer may cancel a standard, non-personalised goods transaction within seven days after receiving the goods.
- The customer must notify Amanda in writing.
- The customer may be responsible for the direct cost of returning the goods.
- The goods must be protected and returned without avoidable damage.
- The applicable statutory refund period will be followed.
4. Custom and Personalised Goods
The ordinary electronic cooling-off right may not apply to goods made to the customer’s specifications, clearly personalised goods or goods that by their nature cannot be returned.
This includes custom wording, church logos, ministry branding, personalised artwork, special sizes and customer-approved bespoke designs.
5. Defective, Damaged or Incorrect Goods
Notify Amanda as soon as reasonably possible and provide:
- invoice number;
- item number;
- clear photographs of the goods and packaging;
- a description of the issue; and
- the date of delivery.
Where statutory requirements are met, the customer may be entitled to repair, replacement or refund as provided by law.
6. Change-of-Mind Exchanges
Outside a statutory cancellation or return right, exchanges are not guaranteed. Designer Stoles may approve an exchange for a standard, unused item at its discretion, subject to availability and the item being returned unaltered and in suitable packaging.
Courier costs for an approved discretionary exchange may be for the customer’s account.
7. Items That Cannot Be Accepted Back
- used, worn, washed, altered or damaged items;
- items carrying make-up, perfume, body-oil, smoke or other contamination;
- custom or personalised items, except where defective or materially incorrect;
- items returned without reasonable protective packaging; and
- goods altered after delivery contrary to care instructions.
8. Return Authorisation and Address
Do not send goods back without contacting Amanda and obtaining return instructions.
Return address: 70 Vredekloof road, Vredekloof, Western Cape
The customer should retain the courier receipt and tracking number until the matter is resolved.
9. Refund Method and Timing
Approved refunds will normally be made to the payer or original payment source after the return has been received and assessed, subject to applicable law.
No invoice is proof of payment; the relevant paid amount must first be verified in the Designer Stoles account.
10. Contact
Returns and cancellation requests:
- WhatsApp: +27 62 545 4166
- Email: amanda@designerstoles.co.za