Refund policy

Refund and Returns Policy

1. 14-Day Return Window

We want you to love the products you receive from us! You have 14 days from the date you receive your item to request a return. To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it. It must also be in its original packaging. 

2. International Returns Disclaimer

Please note that we are based in South Africa.
  • Return Shipping Costs: Customers are responsible for paying their own return shipping costs for international returns. Shipping costs are non-refundable.
  • Customs Duties: Any customs duties, taxes, or clearance fees incurred during the return process will be deducted from your final refund. 
  • Recommendation: Because international return shipping can be expensive, we highly recommend double-checking your cart items before completing checkout.

 

3. Damaged, Defective, or Lost Items

We take great care in packaging our products. However, if your order arrives damaged or gets lost in transit:
  • Contact us immediately at chrystal@keipach.co.za with your order number. 
  • Please provide clear photographs of the damaged packaging and the product condition.
  • Once verified, we will arrange for a replacement item to be shipped at no extra cost, or issue a full refund to your original payment method.

 

4. Non-Returnable Items

Certain goods cannot be returned:
  • Digital products or downloadable crafting templates.
  • Sale items or gift cards. 

 

5. Refund Process

Once your return is received and inspected by our team in South Africa, we will send you an email notifying you that we have received your returned item.
  • Approval: If approved, your refund will be processed automatically.
  • Timeline: The credit will be applied to your credit card or original method of payment within 5 to 10 business days, depending on your bank's international processing times.