Refund policy

Due to the personalised nature of our products, custom-made and personalised orders are non-refundable and non-returnable once production has begun.

By placing an order, the customer confirms that:

  • All personalisation details (names, dates, spelling, colours, designs) are correct
  • Any digital proof or mock-up provided has been approved prior to production

Exceptions

In accordance with the Consumer Protection Act of South Africa, a refund, replacement, or repair will be offered if:

  • The item is defective
  • The item was damaged during production
  • The final product does not match the approved design

Please notify us within 7 days of receiving your order if there is a defect or error, along with clear photos.

Non-Refundable Circumstances

Refunds will not be issued for:

  • Spelling errors or design issues approved by the customer
  • Change of mind after production has started
  • Slight colour variations due to screen differences



To start a return, you can contact us at kiekiemagco@gmail.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

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

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

 

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 kiekiemagco@gmail.com.