Returns, Refunds & Cancellations

Payments are not yet live

Crafta is currently free to use and no payments are taken on the site. Online payments through Payfast are coming soon. Until then there is nothing to refund, but the cancellation and return rights below still apply to your order. Once payments go live, refunds will follow the process in the "Refunds" section.

Cancelling before dispatch

You can cancel your order free of charge at any time before it is dispatched. Contact us with your order number as soon as possible. Once an order has been handed to the courier, the cooling-off and return options below apply instead.

7-day cooling-off period

Under section 44 of ECTA you may cancel your purchase without giving a reason and without penalty within 7 days of receiving your goods. To use this right:

• Tell us within 7 days of delivery, quoting your order number.
• Return the item in the condition you received it, with its original packaging where possible.
• The only cost to you is the direct cost of returning the item to us.

As allowed by section 42 of ECTA, the cooling-off right does not apply to items that were made to your specifications or clearly personalised (for example, engraved, monogrammed, or custom-made pieces), or items that by their nature cannot be returned or are likely to deteriorate quickly.

Faulty, damaged, or incorrect items

Under sections 55 and 56 of the CPA, you may return an item within 6 months of delivery if it is defective, unsafe, or not fit for its intended purpose. You may choose a repair, a replacement, or a full refund. This applies to personalised items too.

• If your item arrives damaged, or you receive the wrong item, please let us know as soon as possible (ideally within 7 days of delivery) and include photos of the item and packaging.
• Crafta covers the cost of returning faulty, damaged, or incorrect items.
• Natural variations in colour, texture, size, and finish are part of handmade products and are not defects. Damage caused by misuse, accidents, or not following care instructions is not covered.

Change of mind after 7 days

We are not obliged to accept change-of-mind returns after the 7-day cooling-off period, but please contact us and we will do our best to help.

Items we cannot accept back

Unless they are faulty, we cannot accept returns of:

• personalised, custom-made, or made-to-order items;
• pierced earrings and other items that cannot be resold for hygiene reasons once opened;
• perishable items, or items that have been used, washed, or altered.

How to return an item

1. Contact us with your order number, the item you would like to return, the reason, and photos if the item is faulty or damaged.
2. We will confirm whether the return is accepted and send you the return address and instructions. Please do not send items back without contacting us first.
3. Pack the item securely. We recommend a trackable courier service, as items are your responsibility until they reach us.
4. Once we receive and inspect the item, we will let you know the outcome.

Refunds

• Approved refunds are processed within 30 days of cancellation or of us receiving the returned item, as required by ECTA. We aim to do it much sooner.
• Refunds are paid back to the original payment method. Once Payfast is live, card payments are refunded to the same card, and other payment types to the account they came from.
• For faulty, damaged, or incorrect items, we refund the item price and the original delivery fee.
• For cooling-off cancellations, we refund the full amount paid, less the direct cost of returning the item if we arranged the return for you.
• Your bank may take a few additional business days to show the refund.

Cancellations by Crafta

We may cancel an order if an item is no longer available, if there was a pricing error, or if we cannot verify the order. If this happens we will let you know and refund anything you have paid in full.