Refund policy
RETURN & REFUND POLICY
Last Updated: July 2026
At Crafted Imprints, every order is carefully created with attention to detail. Many of our products are personalised or made to order, which means our return policy differs from that of mass-produced retail items.
Returns
Due to the customised nature of many of our products, we do not accept returns or exchanges on:
- Personalised products
- Custom-designed products
- Made-to-order stationery
- Digital downloads
- Gift cards (if applicable)
Please ensure all names, spellings, colours, sizes and design selections are correct before completing your purchase.
Damaged or Incorrect Orders
If your order arrives:
- damaged,
- defective,
- or you receive the wrong item,
please contact us within 48 hours of delivery by emailing:
Include:
- your order number
- clear photographs of the product
- photographs of the packaging
- a brief description of the issue
If we determine that the item was damaged during production or shipping, we will arrange either:
- a replacement, or
- a refund where appropriate.
Change of Mind
Unfortunately, we cannot accept returns or offer refunds simply because you changed your mind after production has begun.
Digital Downloads
Because digital products cannot be returned, all digital downloads are non-refundable once they have been delivered.
If you experience difficulties accessing your files, please contact us and we will gladly assist.
Order Cancellations
Orders may only be cancelled before production has started.
Once production begins on a personalised item, cancellation is no longer possible.
Consumer Rights
Nothing in this policy limits your rights under the South African Consumer Protection Act where applicable.