Legal

Refund & Returns Policy

Effective 2 July 2025. Applies to every product and service we offer in South Africa.

At Coastal Creations we pride ourselves on quality craftsmanship and service. The guidelines below explain when you can return an item, request a replacement, or receive a refund, in line with South Africa’s Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

1. What may be returned

What you may return depends on the type of goods:

Custom-made or personalised goods (e.g. bespoke signage, engraved gifts, branded apparel, printed labels): not eligible for change-of-mind returns, because special-order goods are exempt under the CPA and excluded from ECTA’s 7-day cooling-off right. Still eligible for repair, replacement or refund for up to 6 months after delivery for defects or workmanship issues (CPA s56).
Standard stock items: 7-day cooling-off period for online purchases (ECTA), provided goods are unused and in original packaging; customer pays return courier. Same 6-month defect warranty as above.
Consumables / opened or used items: not eligible unless a manufacturing defect is proven.

2. Time-frames

Notify us within 14 calendar days of delivery/collection if you discover a defect (this prompt notice helps us resolve issues quickly but does not shorten your statutory six-month defect warranty).
Return goods so we receive them within 10 business days of authorisation.

3. Condition of returned goods

Returned items must be unused, unwashed, in original packaging, accompanied by proof of purchase, and free of any additional labels or alterations not applied by Coastal Creations.

4. What counts as a “defect”?

A defect is a material fault in printing, engraving, workmanship or materials that renders the item unfit for its intended purpose. Minor colour variations, natural grain differences, or reasonable wear from normal handling are not defects.

5. How to log a return

Email [email protected] or WhatsApp 063 745 9016 with your order number, clear photos and a brief description.
We confirm eligibility and issue a return reference.
Collection: for approved defect claims we arrange courier pick-up at our cost.
Inspection: we inspect returned goods within 2 business days and advise you of the outcome.

6. Your remedy options

If a defect is confirmed, you may choose a repair, replacement or full refund (original payment method or store credit) as per CPA s56.

7. Refund processing

Refunds are issued within 7 business days after approval and receipt of goods. Original courier fees are non-refundable except where the entire order is returned due to our error or a proven defect.

8. Items that cannot be returned

Custom-made or personalised goods produced exactly to your approved artwork/specification (unless defective).
Consumables, gift cards and promotional vouchers.
Goods that have been used, damaged after delivery, or altered by you.

9. Scope of service

We currently supply and accept returns within South Africa only. International orders are not yet supported.

10. Need assistance?

Email [email protected] or WhatsApp 063 745 9016. We aim to respond within one business day.

Thank you for choosing Coastal Creations. We value your business and will always act promptly and fairly if something isn’t right.