Refunds and Returns

1) What you can return

Change of mind (unused):
Return most non-custom products within 14 days of delivery. Items must be unused, in original condition with tags/packaging.

Faulty, damaged on arrival, or incorrect item:
If you find a product is damaged on arrival, do not open or use the product. Report your findings to support@jcrafted.co.za, please also include picture and video proof. Tell us within 7 days of delivery (so we can sort shipping claims) and within 6 months overall if a defect appears. We’ll repair, replace, or refund,you choose. If it’s our error or a manufacturing defect, we cover return shipping.

Exchanges (colour/style):
If the item is unused and in original condition, we’re happy to swap. We can reserve the replacement once your return is in transit.

2) What isn’t returnable (unless faulty on arrival)

  • Custom/personalised or made to order items (we’ll always fix workmanship defects).

  • Opened/used personal care items (soaps) for hygiene reasons.

  • Items not returned in sellable condition (excludes manufacturing defects).

  • The item shows clear signs of wear and tear or damage from use.
  • If our inspection shows clear evidence of misuse, intentional damage, or fraudulent claims, we may decline a refund/exchange and return the item at your cost. We’ll always act reasonably and transparently and provide our findings in writing
  • We do try to help. Even when a claim falls under wear and tear, we’ll see if a low-cost repair, spare part, or discounted replacement is possible.

Tip: If you’re unsure whether your item qualifies, email us; our goal is to make this easy.

Inspection

We may ask you to return the item for inspection.

If we find a workmanship defect, we’ll repair, replace, or refund (your choice) and cover return shipping.

If we find wear and tear, misuse, or care-related damage, the item isn’t eligible for a defect refund; we’ll return it to you or offer a paid repair/replacement if possible.

3) How to start a return

Email support@jcrafted.co.za

  • Your order number

  • The item you’d like to return/exchange.

  • A brief description/Reason (optional for change-of-mind; required if damaged/faulty)

  • Clear photos if damaged/defective

We’ll reply with your options:

  • PUDO locker drop-off (SA only), or

  • Courier collection from your address

  • If we authorize a return for inspection, we’ll issue a Return Authorization (RA) number. Write your order number and RA clearly on the return box

4) Who pays for return shipping?

  • Our mistake / defective / damaged: We pay.

  • Change of mind or wear and tear/misuse (as assessed): You pay return shipping. (choose PUDO/courier). We can deduct our label cost from your refund if we book it for you.

5) Refunds

  • We refund to your original payment method (or store credit if you prefer).

  • Once your return reaches us and passes inspection, please allow 3–5 business days for processing.

  • If parts/packaging are missing or used (and it’s not a defect), a reasonable restock deduction may apply, we’ll discuss it first.

6) Packaging & condition

  • Please return items with all tags, inserts, and packaging. For handmade items, pop them in a protective bag/box.
  • You may use a different shipping box, just protect the product well.
  • add your order number and authorization number

7) Need help?

We’re here to keep this stress-free.
Email: support@jcrafted.co.za