Refund and Return Policy
Last Updated: 10.June.2026
At Klayful, each piece is individually handmade and therefore unique. Due to the artisanal nature of our products, slight variations in shape, colour, size, and texture are expected and form part of the character of each item. These variations are not considered defects.
By placing an order, you acknowledge and accept the terms outlined in this policy.
General Returns & Refunds
We do not offer returns or refunds for change of mind, incorrect selection, or customer preference once an order has been placed.
We strongly encourage customers to carefully review all product descriptions, dimensions, images, and care information before completing a purchase. If you are unsure about an item, you are welcome to contact us prior to ordering for clarification.
Damaged, Defective, or Incorrect Items
We take great care in packaging your order securely. However, if your item arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery.
To assess your claim, we require:
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Your order number
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Clear photographs of the item received
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Clear photographs of the packaging (including outer box and internal packaging)
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A description of the issue
All claims are reviewed individually.
If your claim is approved, we may, at our discretion, offer one of the following remedies:
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Replacement of the item (if available)
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Repair of the item
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Store credit
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Partial or full refund (where legally required or appropriate)
We reserve the right to determine the most suitable resolution based on the circumstances.
Claims submitted after 48 hours may not be accepted, as damage must be reported promptly for carrier investigation purposes.
Non-Refundable Items
To the fullest extent permitted under applicable South African consumer law, the following items are non-refundable:
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Custom-made or personalised orders
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Made-to-order items once production has begun
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Sale or discounted items (unless faulty under applicable law)
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Items that have been used, altered, or washed after delivery
Cancellations
Orders may only be cancelled within 12 hours of purchase, provided production has not yet begun.
Once an item has entered production or has been shipped, cancellations are no longer possible.
Custom or made-to-order pieces cannot be cancelled once work has started, as materials and labour are allocated immediately upon order confirmation.
Shipping, Delivery & Address Responsibility
Customers are solely responsible for providing a complete and accurate shipping address at checkout.
Klayful is not responsible for delays, losses, or additional costs resulting from incorrect or incomplete address information provided by the customer.
This includes, but is not limited to:
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Returned parcels due to incorrect address
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Refused delivery
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Unpaid customs duties or import taxes
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Failure to collect parcels from courier depots or customs offices
Returned Parcels
If a parcel is returned to Klayful due to the circumstances listed above, it will not be eligible for a refund.
If reshipment is requested, the customer will be responsible for all additional shipping costs and any carrier or customs fees incurred.
Shipping Costs
Shipping costs are non-refundable unless the item is confirmed as damaged, defective, or incorrectly sent by Klayful.
Legal Rights
Nothing in this policy is intended to limit or exclude any rights you may have under applicable South African consumer protection laws, including the Consumer Protection Act (CPA), where applicable.
Where required by law, we will comply with all mandatory consumer rights.
Contact
For all return or refund enquiries, please contact: