Refund policy
This policy is in addition to your statutory rights under the South African Consumer Protection Act (CPA). Nothing in this policy limits or overrides those rights.
PERSONALISED/CUSTOM ITEMS
Due to the custom nature of personalised items (those with names, dates, or specific customisation), all personalised orders are final sale and cannot be returned or refunded except in the following circumstances:
1. The item has a manufacturing defect (e.g. loose or broken stitching, holes, structural faults).
2. We made an error in the customization details you provided at checkout.
3. The item poses a safety concern for your child.
Please note: Natural variations inherent to handmade crochet work, such as slight differences in colour, texture, or stitch appearance, are not considered defects and do not qualify for a return.
Defects or errors must be reported within 2-5 days of delivery with clear photographic evidence sent to info@ubuntique.com.
NON-PERSONALISED ITEMS
Non-customised handmade and sustainable fabric items may be returned within 14 days of delivery for a refund, provided they meet ALL of the following conditions:
1. Unused and in original, unwashed condition.
2. Returned in original packaging.
3. Free from damage, stains, odours, pet hair, or signs of wear.
4. Tags and labels still attached.
Hygiene clause: For the safety and well-being of all our little customers, we cannot accept returns on items that show any signs of having been worn or washed. This applies to all clothing, especially items intended for newborns and preemies.
Handmade variation: Slight variations in colour, stitch, or finish are a natural and celebrated part of handmade items and are not grounds for a return. We recommend reviewing our product photos and size guide carefully before ordering.
Care damage: Returns will not be accepted for items damaged through incorrect washing or care. Please follow the care instructions included with your order.
Return shipping costs are the responsibility of the customer unless the item is defective or we made an error.
SIZING & EXCHANGES
We know that getting the right size for little ones, especially preemies and newborns, can be tricky.
We strongly recommend consulting our size guide before placing your order.
Size exchanges are available for non-personalised items within 14 days of delivery, subject to stock availability and the item being returned in original unused condition. The customer is responsible for return
shipping costs, and a new shipping fee will apply for the exchanged item.
If you are unsure about sizing, especially for premature babies, please contact us before ordering at
info@ubuntique.com or +27 63 136 4176 and we will be happy to help.
REFUND METHOD & TIMELINE
Once your return has been received and inspected, we will notify you of the outcome within 3 business days. If approved, your refund will be processed as follows:
| Payment Method | Refund Method | Processing Time |
| EFT / Bank Transfer | EFT to original account | 3–5 business days |
| Credit / Debit Card | Reversed to original card | 5–7 business days |
| Other methods | Store credit or EFT | 3–5 business days |
Original shipping fees are non-refundable unless the return is due to our error or a defective item.
CANCELLATIONS
Orders may be cancelled within 24 hours of purchase for a full refund. After 24 hours, once production has begun, orders cannot be cancelled.
If production has not yet started but the 24-hour window has passed, please contact us as soon as possible at info@ubuntique.com. While we cannot guarantee cancellation at this stage, we will do our best to accommodate you.
Cancellations by Ubuntique: In the rare event that we need to cancel your order (for example, due to material unavailability or capacity), you will be notified promptly and receive a full refund within 3–5 business days.
GIFT ORDERS
We know many of our orders are bought as gifts for precious little ones. If you received an Ubuntique item as a gift and need to return or exchange it, please contact us with the original purchaser's order number and we will do our best to assist. Gift returns are subject to the same conditions as standard returns.
ITEMS DAMAGED IN TRANSIT
If your order arrives damaged due to shipping, please:
1. Take clear photographs of the damaged packaging.
2. Contact us at info@ubuntique.com or+27 63 136 4176 within 48 hours of delivery with your order number and photos.
3. Do not return the item until you have received instructions from us.
We will investigate with the courier and work to resolve the matter as quickly as possible.
HOW TO INITIATE A RETURN
Contact us at info@ubuntique.com or+27 63 136 4176 with your order number, reason for return, and photographs where applicable. We will respond within 2 business days with return instructions and our return address. Please
do not send items back without first receiving confirmation from us.
Your rights under the South African Consumer Protection Act are not affected by this policy. If you believe your statutory rights have not been honoured, you may contact the National Consumer Commission at www.thencc.org.za.
Questions? We're here to help! Contact us at info@ubuntique.com or +27 63 136 4176 with any concerns.
about your order.