Refund Policy

1. Overview

We want you to be happy with your kit. This policy explains when you can return an item and how refunds work. It is meant to work alongside South African consumer law.

2. When you can return an item

• Contact us within 7 days of receiving your order.
• The item must be unused, unopened and in its original packaging.
• Please give your order reference as proof of purchase.

3. What cannot be returned

• Personalised or made-to-order items, for example kits with a child's name and age insert or a custom theme.
• Kits that have been opened, used, painted or decoupaged.
• Items damaged by misuse, dropping or poor handling.
• Slight air bubbles, small marks or variations that come from the handmade process. These are normal and not a fault.
• Gift notes, chocolate and cappuccino sachets once opened.

4. How to return something

1. Email or WhatsApp us with your order reference, what you want to return and why.
2. We reply with the next steps and a return address.
3. Pack the item securely and send it back. We recommend a tracked service.
4. Once we have received and checked it, we tell you the outcome.

5. Refunds

• An approved refund is paid back by EFT to the bank account you give us, or to your card where possible.
• Please allow 5–10 business days after we receive and check the item.
• Shipping costs are not refunded unless the return is because of our mistake (for example the wrong or a faulty item).

6. Damaged, faulty or wrong items

Tell us within 48 hours of delivery, with your order reference and clear photos of the item and packaging. If an item is faulty or we sent the wrong one, we will put it right. For parcels damaged on the way, see section 7 of our Shipping Policy.

7. Return shipping

You pay to send an item back, unless the return is because of a fault or mistake on our side. We cannot be responsible for items lost while being returned to us.

Questions? Email mouldandplaystudio@gmail.com or WhatsApp 073 327 1226.

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