Refund policy

Returns & Repairs Policy

At Nehanda Design, every piece is handcrafted with care and made to order by skilled artisans in Cape Town. We strive to create beautiful, robust, and long-lasting decorative pieces, but we also understand that, as with anything made by human hands, mistakes can occasionally happen. If your order arrives damaged, has a manufacturing fault, or isn't what you ordered, we're here to help.

Returns

Custom-Made & Personalised Orders

As the majority of our products are handcrafted to order and customised to your selected animals, flora, colour palette, or design preferences, we are unable to accept returns or offer refunds for change-of-mind purchases.

This includes situations where you:

  • Change your mind after placing your order.
  • No longer require the item.
  • Decide on a different colour palette or design after production has begun.
  • Ordered the wrong product or selected incorrect customisation options.

This policy does not affect your rights under the South African Consumer Protection Act.

Standard Products

If you purchase a non-customised product and change your mind, please contact us within 14 days of receiving your order at info@nehandadesign.co.za.

Returned items must be:

  • Unused
  • Undamaged
  • In their original condition and packaging

Once the returned item has been inspected and approved, we will issue a refund or store credit, less any original shipping charges where applicable.

Return shipping costs are the responsibility of the customer unless the product is faulty or incorrectly supplied.

If you're unsure whether your order is customised or standard, please contact us for assistance with further clarification.

Damaged or Faulty Products

If your item arrives damaged during transit, contains a manufacturing defect, or differs materially from your confirmed order, please notify us within 14 days of delivery.

Please email:
info@nehandadesign.co.za

Include:

  • Your order number
  • A brief description of the issue
  • Clear photographs of the product and packaging (where applicable)

Once assessed, we'll work with you to provide an appropriate solution, which may include repair, replacement, or a refund in accordance with the Consumer Protection Act.

Repairs

We believe our handcrafted pieces should be enjoyed for years to come.

If your decorative mobile requires repair outside of the initial reporting period, we're happy to assist wherever possible.

Repairs resulting from normal wear and tear, accidental damage, incorrect installation, misuse, or damage caused after delivery may incur a repair fee, which will be quoted before any work begins.

Where possible, we also offer replacement components for selected designs.

Consumer Protection

Nothing in this policy limits or excludes any rights available to consumers under the South African Consumer Protection Act, including your rights relating to defective goods.

How to Request a Return or Repair

Please email info@nehandadesign.co.za with:

  • Your order number
  • A description of the issue
  • Photographs of the item (if applicable)

We'll respond as soon as possible and guide you through the next steps.