Initial Pearl Keychain

Custom & Personalized Items Policy

• All Sales Final for Custom Items: Due to the unique and personalized nature of our signage and gift boxes, all sales are considered final. These items are made specifically to your order and cannot be restocked or resold.

• Exceptions for Damage or Defects: We only offer replacements or refunds if your item arrives damaged, defective, or if there was a material error in the order on our part (e.g., a spelling mistake not present in the approved design proof).

  • Reporting Timeline: Any claim for damage or defects must be reported via email to [Your Email Address] within seven (7) calendar days of delivery. This policy is in compliance with typical consumer protection regulations in South Africa concerning the timely reporting of defects.

• Proof of Purchase Required: To initiate a claim, customers must provide proof of purchase and clear photographic evidence of the damage or defect within that 7-day window.

• Design Approval: We require customers to approve the design proof before production begins. Once a design is approved, we cannot be responsible for any changes requested after that point.

• No "Buyer's Remorse" Returns: This policy does not accommodate returns or refunds for reasons of a change of mind or if the customer regrets the purchase.

• Customer Responsibility for Accuracy: It is the customer's responsibility to ensure all personalization details (names, dates, spellings, etc.) are correct at the time of order submission and final design approval. 

Understanding Your Consumer Rights in South Africa

As a consumer in South Africa, your rights regarding quality goods and services are protected by law. We adhere to these regulations. 

• Consumer Protection Act 68 of 2008 (CPA): This Act promotes a fair, accessible, and sustainable marketplace for consumer products and services. It outlines your right to receive quality goods and services, and the conditions under which goods can be returned if they are defective or unsuitable for their intended purpose. You can access the full text of the Act via the South African Government website.

• Electronic Communications and Transactions Act 25 of 2002 (ECT Act): This Act provides legal recognition to electronic transactions and communications, ensuring that online transactions have the same legal standing as traditional written documents. The full text is available on the South African Government website. 

Regulatory Bodies and Dispute Resolution

• The National Consumer Commission (NCC): The NCC is the regulatory body responsible for enforcing the CPA. You can find information on how to lodge a complaint or contact them through their official website.

• Consumer Goods and Services Ombud (CGSO): This organization acts as an alternative dispute resolution scheme for the consumer goods and services industry. They deal with complaints relating to most transactions under the CPA.

For more info or special requests contact us on info1.cotton.candy@gmail.com or phone us on +27 66 544 6993

Shipping Information

Transparent Pricing: All prices displayed on our website are inclusive of all delivery fees within South Africa. There are no hidden costs added at checkout.

Reliable Delivery: All our deliveries are professionally handled by our trusted logistics partner, The CourierGuy.

Process & Timeframes:

• Orders are typically processed within 2-5 business days.

• Estimated delivery time after dispatch is 5-7 business days.

• Tracking information will be provided via email once your order has been dispatched.