Refund policy

Important: Most Everything Unique Creations products are custom-made or personalised to your specifications, and some are hygiene-sensitive (candles, wellness and personal-care items). Under the Consumer Protection Act (CPA), these goods have different return provisions to standard retail products. Please read this policy carefully before placing your order.

1. Custom-Made & Personalised Products

DTF transfers, UV DTF stickers, custom and branded apparel, embroidered and screen-printed garments, engraved and laser-cut items, sublimated products, personalised gifts, and any product made with your specific artwork, logo or personalisation are made to order. Because these items are produced exclusively for you and cannot be resold, we are unable to accept returns or issue refunds for change of mind, incorrect size/colour/style selection by the customer, or artwork and personalisation errors submitted by the customer.

This is in accordance with Section 20(6) of the Consumer Protection Act, which allows suppliers to exclude the right of return for goods manufactured to the consumer's specific instructions.

2. Standard (Non-Personalised) Products

For standard, non-personalised products, you have 5 days after receiving your order to request a return. To qualify: the item must be unused, unworn, in its original packaging with all tags attached; proof of purchase or receipt is required; and items must be returned to 24 Fiskaal Street, Glen Marais, Kempton Park, 1619. To start a return, email sales@eucreations.co.za. Returns sent without prior approval will not be accepted.

3. Hygiene & Consumable Goods (EU Serenity)

For health and hygiene reasons, candles, home-fragrance products, wellness, bath and personal-care items cannot be returned or refunded once opened or used, unless they are faulty or were incorrectly supplied by us. Candles that have been lit or burned are non-returnable. Sealed, unused hygiene products may be returned within 5 days subject to Section 2 above. Please inspect these items carefully on receipt.

4. When We Will Replace or Refund

We will offer a replacement or full refund where: the product is defective or has a manufacturing fault; the product was printed, decorated, personalised or produced incorrectly due to an error on our part; the wrong product, size, colour or quantity was delivered; or the product was damaged in transit (subject to the claim process below).

5. How to Submit a Claim

  1. Contact us within 7 days of receiving your order
  2. Provide your order number and a clear description of the issue
  3. Attach photographs clearly showing the defect, damage or error
  4. We will assess your claim and respond within 3 business days
Claims submitted more than 7 days after delivery will not be accepted. Please inspect your order upon receipt.

6. Artwork & Personalisation Errors by the Customer

Everything Unique Creations produces exactly what is submitted by the customer. We are not liable for: spelling or design errors in customer-supplied artwork, logos or personalisation text; low-resolution files that result in poor print, engraving or embroidery quality (we will advise if files are below our minimum before production); colour variations between digital proofs and finished products due to screen-to-print and screen-to-fabric conversion; or incorrect sizes, styles, colours or placements ordered or specified by the customer.

7. Pre-Production Cancellations

If you wish to cancel an order, you must contact us before production has commenced. Once an order has entered production, it cannot be cancelled and no refund will be issued. Orders are typically sent to production within 24 hours of artwork approval and payment confirmation. For bulk or corporate orders, please contact us as early as possible to discuss cancellation windows.

Payment gateway fee: Where an order is cancelled by the customer after payment but before production has commenced, a 3.5% administration fee will be deducted from the refund. This covers the non-refundable payment-processing cost charged to us by our payment gateway (PayFast) on the original transaction. Once production has commenced, no refund will be issued. We will not charge this fee where the cancellation is due to an error on our part.

8. Refund Processing

Approved refunds will be processed within 7-10 business days and returned via the original payment method. If more than 15 business days have passed since your refund was approved, please contact us at accounts@eucreations.co.za.

9. Non-Returnable Items

  • Custom-made and personalised products (Section 1)
  • Opened or used candles, home fragrance, wellness and personal-care products (Section 3)
  • Perishable goods (food, flowers, plants)
  • Sale items and gift cards