Refund policy

Returns & Refunds Policy: Chic Embroidery & Ink

Thank you for shopping at Chic Embroidery & Ink. We take great pride in our craftsmanship. Because we specialize in custom embroidery and personalized items, please read our policy below regarding returns and refunds.

1. Custom & Personalized Orders

NO RETURNS OR REFUNDS FOR CUSTOM ORDERS. At Chic Embroidery & Ink, most of our products are made-to-order, personalized, or custom-designed specifically for you.

Once a custom order has been placed and production has begun, it cannot be cancelled.
We do not accept returns or offer refunds on custom items (including but not limited to personalized embroidery, custom ink prints, or bespoke garments) unless the item is found to be physically defective or does not match the material specifications agreed upon at the time of order.

2. Standard (Non-Custom) Items

For any non-custom/ready-to-wear items, the following applies:

7-Day Cooling-Off Period: In accordance with the ECT Act, you have the right to cancel your purchase of standard items within 7 days of receipt for any reason.
Conditions: The item must be unused, unwashed, and in the same condition that you received it, with original packaging and tags attached.
Return Shipping: For "change of mind" returns within this 7-day period, the customer is responsible for the cost of returning the goods to us.

3. Defective or Damaged Goods (CPA Warranty)

We stand by the quality of our work. In accordance with the South African Consumer Protection Act:

6-Month Warranty: All goods carry an implied 6-month warranty against defects in quality or workmanship.
If a product is defective, damaged upon arrival, or fails due to a manufacturing fault within 6 months, you are entitled to a repair, replacement, or a full refund.
Custom Items: While we do not offer refunds for "change of mind" on custom orders, if the custom embroidery or ink work is defective or incorrectly reflects your approved design, we will replace or repair the item at our expense.
Please note: This warranty does not cover normal wear and tear, or damage caused by improper care (e.g., failing to follow washing instructions for embroidered/inked items).

4. How to Initiate a Return

To start a return or report a defect:

Contact us at embroiderychic1@gmail.com with your order number and photos of the item/defect.
Once your return is inspected and approved, we will notify you of the status of your refund or replacement.
Approved refunds will be processed via the original payment method (e.g., PayFast, Yoco, or EFT) within 10–14 business days.