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Refund Policy
Refund Policy
At Cotton Candy, many of our products are personalised, custom-made or made to order specifically for you. Please ensure that all names, dates, spelling, colours and personalisation details are correct before submitting your order.
Personalised & Custom-Made Products
Due to the personalised nature of our products, we generally cannot accept returns or offer refunds for a change of mind once production has begun.
If incorrect information was supplied by the customer, including spelling, names, dates or other personalisation details, Cotton Candy cannot be held responsible for the error and replacement costs may apply.
Cancellations
If you need to cancel or change your order, please contact us as soon as possible.
If production has not yet started, we will do our best to accommodate your request. Once materials have been ordered, personalisation has begun or the product has entered production, cancellation or refund may no longer be possible.
Damaged, Defective or Incorrect Orders
If your item arrives damaged, is defective, or differs from the personalisation details confirmed with us, please contact Cotton Candy as soon as reasonably possible after receiving your order.
Please provide your order details together with clear photographs of the item and, where applicable, its packaging.
Once assessed, we will work with you to provide an appropriate remedy, which may include repair, replacement or refund where applicable.
Delivery Damage
If your parcel appears to have been damaged during delivery, please photograph both the packaging and the product as soon as possible. Keep the original packaging until the matter has been resolved, as this may be required when submitting a courier claim.
Handmade Products
Many Cotton Candy products are handmade or individually personalised. Minor variations in colour, positioning, finish or appearance may occur and are part of the nature of handmade products. These reasonable variations are not necessarily considered defects.
Consumer Rights
Nothing in this Refund Policy is intended to exclude or limit any rights or remedies available to customers under applicable South African consumer protection legislation.
Contact Us
If there is a problem with your order, please contact Cotton Candy using the contact details provided on our website. We will always do our best to resolve genuine issues fairly and promptly.
Last updated: August 2026
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.
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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.
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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
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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.
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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.
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