Refund policy

Returns and Refunds Policy

Last updated: August 2026

We want customers to understand clearly when an order may be cancelled, returned, exchanged or refunded.

This Returns and Refunds Policy applies to products purchased from Keepsake Creative and must be read together with our Terms of Sale and Service and Shipping Policy.

Most products sold through our online store are standard unbranded goods unless the product listing expressly states that branding, personalisation or custom manufacture is included.

Different rules may apply once products have been branded, personalised, altered or made to customer specification.

Nothing in this policy is intended to exclude, restrict or waive any right or remedy that cannot lawfully be excluded under applicable South African law.

1. Please Contact Us Before Returning Goods

Please contact Keepsake Creative before sending any goods back.

This allows us to confirm:

  • the reason for the return;
  • where the goods must be returned;
  • whether return courier costs are for the customer or Keepsake Creative;
  • whether photographs or other information are required; and
  • whether any supplier-specific return procedure applies.

Unless we specifically instruct you otherwise, goods should not be returned directly to one of our suppliers, manufacturers or branding partners.

Returns enquiries may be sent to:

Email: orders@keepsakecreative.co.za
Telephone / WhatsApp: +27 76 339 5772

2. Online Purchases of Standard Unbranded Goods

Most products purchased directly through the Keepsake Creative online store are supplied unbranded.

Where the Electronic Communications and Transactions Act 25 of 2002 ("ECTA") applies to a qualifying electronic transaction, a consumer may cancel the purchase of qualifying goods without reason and without penalty within seven (7) days after receiving the goods.

The customer must notify Keepsake Creative within the applicable cooling-off period.

For a qualifying ECTA cooling-off return:

  • the customer is responsible for the direct cost of returning the goods to Keepsake Creative;
  • no handling or administrative penalty will be charged;
  • the customer is entitled to the refund required by ECTA; and
  • the refund will be processed within the period prescribed by ECTA.

Where reasonably possible, goods should be returned unused, undamaged and complete, with their original packaging, accessories and components.

3. Original Courier Charges on an ECTA Cooling-Off Return

Where a valid ECTA cooling-off right applies, Keepsake Creative will refund the payment received as required by ECTA.

The customer remains responsible for the direct cost of returning the goods.

This means that a qualifying statutory cooling-off return is treated differently from an ordinary discretionary change-of-mind return.

4. Goods Excluded From the ECTA Cooling-Off Right

ECTA excludes certain transactions from the statutory cooling-off right.

These exclusions include, among others, goods that:

  • are made to the customer's specifications;
  • are clearly personalised;
  • by their nature cannot be returned; or
  • are likely to deteriorate or expire rapidly.

Custom-branded products, personalised products and certain Custom Packaging orders may therefore fall outside the ECTA cooling-off right where the statutory exclusion applies.

5. Branding Requested After an Online Purchase

If a customer purchases unbranded goods through our online store and subsequently requests Keepsake Creative to brand, personalise, alter, assemble or otherwise customise those goods, the return position may change.

Once the customer has instructed Keepsake Creative to proceed with customer-specific work, approved the applicable artwork or mock-up, paid any additional branding amount required and/or production has commenced, the affected goods may be treated as customised or personalised goods to the extent permitted by law.

Goods that have already been branded, personalised or altered at the customer's request cannot ordinarily be returned simply because the customer changes their mind.

This does not affect statutory rights relating to defective goods, incorrect supply or production that materially differs from the approved specification.

6. Custom Packaging

Unless expressly stated otherwise, products sold as Custom Packaging are produced, printed, branded, manufactured and/or configured according to customer-specific requirements.

Custom Packaging therefore cannot ordinarily be cancelled or returned for change of mind once customer-specific production, printing, material ordering, manufacture or other custom work has commenced.

This does not limit any applicable remedy where Custom Packaging is defective, incorrectly supplied or materially fails to correspond with the agreed specification.

7. Change-of-Mind Returns Outside a Statutory Right

Where a customer does not have a statutory right to return goods, Keepsake Creative may nevertheless agree, at our discretion, to accept the return of standard unbranded stock.

These are referred to as discretionary returns.

Discretionary returns require prior approval from Keepsake Creative and may depend on:

  • whether our supplier will accept the goods back;
  • the type of product;
  • the condition of the goods;
  • the condition of the original packaging;
  • whether the goods remain suitable for resale;
  • costs already incurred; and
  • any applicable supplier return or restocking charge.

Keepsake Creative is not obliged to approve a discretionary return merely because a return has been accepted for another customer or on a previous occasion.

8. Handling and Administrative Fees

A discretionary return may be subject to a handling, restocking or administrative fee of up to 25% of the value of the returned goods.

The applicable deduction may depend on the actual supplier return conditions, restocking costs, administration required and other reasonable non-recoverable costs associated with the return.

A handling or administrative fee will not be charged where doing so would conflict with a valid statutory return right.

9. Courier Charges on Discretionary Returns

For an approved discretionary or change-of-mind return:

  • the original delivery or courier charge is ordinarily non-refundable; and
  • the customer is responsible for the cost of returning the goods to Keepsake Creative or the return location specified by us.

Any additional delivery charge required for replacement goods or an exchange may also be payable by the customer unless otherwise agreed.

10. Condition of Goods Returned for Change of Mind

Goods returned for a discretionary or change-of-mind reason must ordinarily be:

  • unused;
  • unworn;
  • undamaged;
  • unbranded;
  • unmodified;
  • complete;
  • in a condition suitable for resale; and
  • returned with original packaging and accessories where reasonably applicable.

Keepsake Creative may refuse a discretionary return or make a reasonable deduction where legally permitted if goods have been damaged, used, worn, altered, incomplete or returned in a condition that materially reduces their resale value.

11. Product Preference and Suitability

A product is not necessarily defective simply because the customer would have preferred a different colour, feel, texture, thickness, rigidity, weight, size, construction or other characteristic after receiving it.

Customers are responsible for reviewing the available product description and specifications and selecting goods appropriate for their intended use where no specific requirement has been communicated to Keepsake Creative before purchase.

If a particular physical or performance characteristic is important, including load-bearing ability, material thickness, fabric weight, exact sizing, durability or another specialised requirement, the customer should advise Keepsake Creative before ordering.

Where available, we recommend requesting or purchasing a sample before placing a larger order where the physical appearance, feel, weight, material or construction is particularly important.

Nothing in this section limits rights that may apply where a customer expressly communicated a particular intended purpose before purchase and relied on Keepsake Creative's skill or judgement in selecting suitable goods.

12. Incorrect Products or Quantities

If Keepsake Creative supplies an incorrect product, colour, size or quantity, please contact us as soon as reasonably possible.

We may request photographs, packaging information, product codes or other details so that the issue can be investigated.

Where Keepsake Creative has incorrectly supplied the order, we will arrange the appropriate correction, replacement, collection or refund in accordance with the circumstances and any applicable statutory rights.

13. Damaged Goods

If goods appear to have been damaged during delivery, please report the damage as soon as reasonably possible.

Customers should retain the goods and all packaging while the matter is investigated.

We may request photographs of:

  • the outer courier packaging;
  • the courier label or waybill;
  • internal packaging; and
  • the damaged goods.

This information may be required for a courier or insurance claim.

A request for prompt notification does not remove any statutory right that remains available to the customer.

Please also refer to our Shipping Policy for information about courier loss, damage and goods-in-transit insurance.

14. Defective Goods

Where the Consumer Protection Act 68 of 2008 ("CPA") applies, qualifying goods are subject to the statutory implied warranty of quality.

Where goods fail to comply with the applicable statutory quality requirements within the relevant statutory period, the customer may be entitled to return the goods without penalty and at the supplier's risk and expense.

Where applicable, the customer may have the right to choose between:

  • repair;
  • replacement; or
  • refund.

Customers should contact Keepsake Creative as soon as reasonably possible after discovering a suspected defect and provide enough information for us to investigate the matter.

Where necessary, the product may need to be returned or inspected before the cause of the problem can be determined.

15. What Is Not Ordinarily a Product Defect

Subject to applicable statutory rights, the following will not ordinarily constitute a defect:

  • ordinary wear and tear;
  • damage caused by misuse or abuse;
  • damage resulting from use outside the product's reasonably intended purpose;
  • incorrect washing, cleaning or care;
  • improper storage;
  • accidental damage after delivery;
  • unauthorised modifications;
  • customer-applied branding or alterations;
  • reasonable manufacturing tolerances;
  • reasonable variation between production batches; or
  • subjective preference where the goods materially correspond with the description and specification supplied.

16. Branding and Production Issues

If a concern relates to printing, embroidery, engraving, debossing, sublimation or another branding or production process, please notify Keepsake Creative and provide photographs or other supporting information.

Where required, the affected goods may need to be returned for inspection.

If the branding or production is found to differ materially from the customer's approved artwork, mock-up or agreed specification because of a production error, Keepsake Creative will determine an appropriate remedy in accordance with the circumstances and applicable law.

The remedy may include:

  • rework;
  • repair;
  • replacement; or
  • refund.

17. Customer-Approved Artwork Errors

Customers are responsible for carefully checking visual mock-ups, proofs and artwork before approving production.

Where an error was reasonably visible on artwork that the customer approved, including an incorrect spelling, layout, logo version, branding position or other visible specification, the resulting production will not ordinarily be treated as a Keepsake Creative production defect.

If replacement or rebranding is possible, Keepsake Creative may quote separately for the required corrective work.

This does not apply where the finished production materially differs from the artwork or specification that the customer actually approved.

18. Branded and Personalised Goods

Custom-branded, personalised, altered and made-to-order goods cannot ordinarily be returned because of:

  • change of mind;
  • customer preference;
  • incorrect customer-selected size or colour;
  • customer-approved artwork errors; or
  • an intended use or performance requirement that was not communicated to Keepsake Creative before production.

This restriction does not remove statutory rights relating to defective goods, incorrect supply or production that materially differs from the approved specification.

19. Clothing and Sizing Returns

Garment sizing may vary between brands, styles and manufacturers.

Customers are responsible for reviewing available size information before ordering.

Unbranded garments may be eligible for a statutory or discretionary return depending on the circumstances.

Branded, embroidered, printed, altered, worn or customised garments cannot ordinarily be returned because of incorrect customer-selected sizing or fit where no statutory right of return applies.

If garment fit is important, customers are encouraged to request sizing information or a physical sample before placing a large order.

20. Samples

Samples may be supplied or purchased by arrangement and subject to stock availability.

The return of a sample will depend on:

  • whether a statutory return right applies;
  • the type of product;
  • supplier return conditions;
  • whether the sample has been used or worn;
  • whether it has been branded or personalised; and
  • whether it remains suitable for resale.

Any specific sample-return arrangement agreed in writing with the customer will take precedence over this general provision.

21. Clearance and Discontinued Products

Clearance and discontinued products may have limited availability and may not be replaceable with identical stock.

Where permitted by law and where no statutory return right applies, clearance or discontinued goods identified as such may be excluded from discretionary change-of-mind returns.

This does not remove any statutory rights relating to defective, unsafe or incorrectly supplied goods.

22. Exchanges

Where Keepsake Creative agrees to exchange standard unbranded goods for a customer preference reason, the exchange is subject to:

  • return approval;
  • the condition of the returned goods;
  • availability of the replacement product;
  • any difference in product price;
  • applicable supplier or handling fees; and
  • additional courier charges.

Where an exchange is required because Keepsake Creative supplied incorrect or qualifying defective goods, it will be handled in accordance with the customer's applicable statutory rights.

23. Return Courier Costs

Responsibility for return transport depends on why the goods are being returned.

Qualifying ECTA cooling-off return: the customer pays the direct cost of returning the goods.

Discretionary change-of-mind return: the customer pays the return courier cost.

Incorrect supply or qualifying defective goods: Keepsake Creative will bear or arrange the reasonable return transport where required by applicable law.

Please contact us before arranging a return if you believe the return courier cost should be carried by Keepsake Creative.

24. Inspection of Returned Goods

Keepsake Creative may inspect returned goods where the nature of the return makes inspection reasonably necessary.

Inspection may include confirming:

  • that the correct products have been returned;
  • the quantity returned;
  • the condition of the products;
  • whether accessories or components are missing;
  • whether the goods have been used, altered or damaged; and
  • whether the reported defect or issue can be verified.

Inspection of goods does not remove or delay any statutory obligation beyond what is lawfully permitted.

25. Refund Processing

Once a refund has been approved, Keepsake Creative will process it within the timeframe required by applicable law or, for a discretionary refund, within a reasonable period after the return has been received and validated.

Refunds will ordinarily be processed using the original payment method where reasonably possible.

The time taken for a refund to appear in the customer's account after it has been processed may depend on the bank, card issuer, payment gateway or other payment provider.

Keepsake Creative is not responsible for banking or payment-provider processing times after the refund has been successfully submitted by us.

26. Refunds for Orders Paid Online and Later Re-Invoiced for Branding

Where an order was initially purchased through our online store as unbranded goods and a subsequent Keepsake Creative invoice was issued for additional branding or customisation, any refund will be assessed according to the status of both the original goods and the additional custom work.

Amounts already spent on completed branding, setup, artwork preparation, customer-specific manufacture or other non-recoverable custom work will not ordinarily be refundable where the cancellation or return is discretionary and the costs were validly incurred.

Any statutory rights that apply despite the custom work remain unaffected.

27. Supplier and Manufacturer Warranty Claims

Certain products may carry an additional supplier or manufacturer warranty.

These warranties are subject to the terms and exclusions set by the relevant supplier or manufacturer.

Keepsake Creative will reasonably assist with a valid warranty claim relating to products purchased from us.

Any manufacturer or supplier warranty operates in addition to statutory rights that cannot lawfully be excluded.

28. Refunds Where Stock Becomes Unavailable

If Keepsake Creative is unable to supply goods because stock is unavailable, discontinued or otherwise cannot reasonably be obtained, we may offer:

  • a suitable alternative for customer approval;
  • a revised availability date; or
  • a refund of the affected amount.

A materially different substitute will not be supplied without customer approval.

29. How to Request a Return or Refund

To request a return, exchange or refund, please contact:

Keepsake Creative
Email: orders@keepsakecreative.co.za
Telephone / WhatsApp: +27 76 339 5772
Physical address: Coral Grove, 100 Rocky Close, Milnerton, Cape Town, 7441

Please include your order or invoice number and a brief explanation of the reason for the request.

Where the issue involves damage, incorrect supply, branding or a suspected defect, photographs may help us investigate the matter more quickly.

30. Statutory Rights

This Returns and Refunds Policy is intended to operate together with applicable South African legislation, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

Nothing in this policy is intended to exclude, restrict or waive any right or remedy that cannot lawfully be excluded, restricted or waived.