Refund policy
BrandCraft Studio – Returns & Refund Policy
Effective Date: 22 July 2026
1. Our Commitment
At BrandCraft Studio, we take pride in creating high-quality personalised products. We want you to be completely satisfied with your purchase and will always work with you to resolve any genuine issues.
This policy explains when returns, replacements, exchanges, and refunds are available.
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2. Personalised & Custom-Made Products
Most of our products are made specifically for you using the details you provide.
Because of this, we cannot accept returns or offer refunds if:
- You change your mind after placing your order.
- You ordered the wrong product, size, colour, or quantity.
- You supplied incorrect spelling, wording, dates, colours, images, or artwork.
- You approved a design proof that later contains an error you had the opportunity to identify before production.
Please review all customisation details carefully before completing your order or approving your design.
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3. Products Eligible for a Return or Refund
You may qualify for a replacement, repair, or refund if:
- You received the wrong product.
- Your product arrived damaged.
- Your product is defective due to a manufacturing or printing fault.
- Your order does not match the specifications you approved because of an error made by BrandCraft Studio.
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4. Reporting a Problem
If there is a problem with your order, please contact us within 48 hours of delivery.
To help us investigate your claim, please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the product.
- Photographs of the packaging if the parcel arrived damaged.
Failure to notify us within a reasonable time may affect our ability to investigate the issue.
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5. Return Approval
Please do not return any products without contacting us first.
Where a return is approved, we will provide instructions on how and where to send the item.
Unauthorised returns may not be accepted.
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6. Refunds
Where a refund is approved, it will normally be processed using the original payment method.
Refunds may be granted where:
- A replacement cannot reasonably be provided.
- The product is confirmed to be defective.
- We are unable to fulfil your order.
- A refund is required under applicable South African consumer law.
Original shipping charges are generally non-refundable unless the return is due to an error by BrandCraft Studio or where required by law.
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7. Replacements
Where appropriate, we may choose to replace the item instead of issuing a refund.
Replacement products will be produced and shipped as soon as reasonably possible after the claim has been approved.
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8. Cancellation of Orders
Because personalised products enter production quickly, cancellation requests can only be accepted before production has started.
Once production has begun, cancellation is generally not possible unless required by South African law.
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9. Consumer Rights
Nothing in this policy limits or excludes any rights you may have under the Consumer Protection Act, 2008, or any other applicable South African law.
Where the law provides you with greater protection than this policy, the law will apply.
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10. Contact Us
If you have any questions about returns or refunds, please contact us:
BrandCraft Studio
Website: brandcraftstudio.shop
WhatsApp: 078 046 7372
We aim to respond to all return enquiries as quickly as possible and will work with you to reach a fair resolution.