Returns and Exchanges Policy for South African Design

South African Design – Milk Moon Studio (Pty) Ltd
Registration: K2020479604 | VAT: 4200297861
Physical Address: Rheenendal, Swellendam, Western Cape, 6740, South Africa
Parent Company: www.milkmoonstudio.com ↗
Contact: hello@southafrican.design

About Our Business & Ownership

SouthAfrican.Design is owned and operated by Milk Moon Studio (Pty) Ltd, a registered South African company trading as SouthAfrican.Design. We operate as a print-on-demand (POD) store, partnering with Printful for fulfilment and shipping. All products are custom-made to order—this reduces waste, avoids overproduction, and ensures you receive a fresh, high-quality item. Stock levels are managed in real-time by Printful’s integration with our Shopify store. If a product is unavailable at Printful, it will be marked as out of stock and cannot be purchased until restocked.

Returns & Exchanges Policy

1. Custom, Made-to-Order Products

Every item is made just for you. Because of this, returns and exchanges are handled differently than traditional retail:

  • No returns or exchanges for buyer’s remorse or incorrect size selection.
  • No returns for hygiene-sensitive items (e.g., face masks, underwear, items with broken seals).

2. Damaged, Defective, or Incorrect Items

If your order arrives with a defect, damage, or fulfilment error, we’ll make it right:

  • How to report:
    Email hello@southafrican.design within 30 days of receipt. Include your order number, a description, and clear photos of the issue.
  • Resolution:
    We’ll offer a free replacement or a full refund—no need to return the faulty item.

Note: Issues caused by customer-uploaded low-resolution designs are not covered by Printful.

3. Wrong Size Ordered

  • Standard policy:
    We do not accept returns or exchanges for incorrect size selection. Please review the size guide on each product page before ordering.
  • If you received the wrong size due to a fulfilment error:
    See Section 2 above.
  • If you need assistance:
    Contact us—at our discretion, we may offer a discounted reprint (you’ll cover costs and shipping).

4. Changed Your Mind / Buyer’s Remorse

Because products are custom-made, we cannot accept returns or refunds for buyer’s remorse.

5. Non-Returnable Items (Hygiene & Safety)

The following are not eligible for return or refund (even if unused):

  • Face masks
  • Underwear
  • Items with broken hygiene seals

6. Incorrect Address or Unclaimed Orders

If your order is returned due to an incorrect address or is unclaimed:

  • We’ll contact you to confirm the correct address.
  • You are responsible for the reshipping cost.
    Note: If you do not respond within 30 days, the item may be donated to charity per Printful policy.

7. Lost in Transit

If your order is lost (not simply delayed):

  • Contact us within 30 days of the estimated delivery date.
  • Once confirmed, we’ll send a free replacement.

Shipping Policy

  • Fulfillment Time: 2–5 business days to create and fulfill your order.
  • Shipping Time: Depends on destination and product availability (see Printful’s shipping rates ↗ for details).
  • Carriers: Printful partners with leading carriers (USPS, FedEx, DHL, DPD, etc.) for global delivery.
  • Multiple Shipments: Orders may be split if fulfilled at different locations or require special packaging. Shipping costs are calculated accordingly.
  • Customs & Import Fees:
    Orders shipped internationally may incur customs or import duties. These are the responsibility of the recipient.

How to Report an Issue

Email hello@southafrican.design with:

  • Order number
  • Description of the issue
  • Photos, if applicable

We aim to reply within 2–3 business days.

Refunds

Approved refunds are processed back to your original payment method within 5–10 business days.

Customer Service & Complaints

We are committed to prompt, fair, and transparent customer service.
Contact: hello@southafrican.design | Contact Page ↗
We aim to resolve all complaints efficiently and in line with South African law and best global practices.

Transparency & Compliance Requirements

  • Full business identity, contact, and ownership details are provided above.
  • All policies are easily accessible from every page of our website.
  • We do not keep physical stock; all products are made to order via Printful. Stock levels are managed in real time and unavailable products cannot be purchased.
  • We comply with Google Merchant Center’s requirements for disclosure, transparency, and accurate product availability.
  • We comply with Paystack’s merchant requirements for refund, cancellation, and customer complaint policies.
  • No misleading promotions or hidden costs. All prices, shipping rates, and policies are clearly stated before checkout.
  • Data privacy and payment security: All transactions are processed securely via reputable payment partners (Paystack, PayPal, Shopify Payments, etc.).

Need Help?

If you have questions about our policies or need assistance, reach out any time to hello@southafrican.design—we’re here to help.