Refund policy

Order Cancellation and Damages:

Once an order is confirmed, it becomes a binding contract and cannot be cancelled. Any damages or shortages must be reported within twenty-four (24) hours of collection or delivery receipt.

Cancellation Policy:

Failure to make full payment within ten (10) working days may result in order cancellation. Orders that include multiple components requiring consolidation cannot be cancelled or returned once the stock has been consolidated. No cancellations will be accepted after final artwork approval and commencement of branding work. Should clothing items that have been worn need to be returned, they must be laundered before being sent back for hygiene purposes. We do not accept returns of any consumables, perishable items, memory sticks, masks, sanitisers, items which require assembly or consolidation as well as discontinued and clearance items unless the stock is faulty. All stock must be returned to Keepsake Creative at the customers expense.

Faulty Goods and Returns:

If a product supplied by Keepsake Creative is found to be defective and/or covered under warranty, you must notify us within five (5) days from the date of receipt. It is important to promptly report any defective products or issues covered under warranty to the company within this time frame. Failure to do so may affect your eligibility for return or replacement.

Repair Returns:

Before repair work, a cost estimate will be provided to the customer for approval. Repaired items not collected within thirty to ninety days (30 to 90 days) after completion may be sold by the company to recover costs.

Returns Approval:

Written approval from the company management is mandatory for returning delivered stock. Returns will only be accepted with the accompanying invoice/s. A 25% handling and administrative fee applies to approved returns of received stock. No future orders will be processed unless prior cancellation fees have been settled.

Any items that have custom branding cannot be returned.

Annexure

SAMPLE POLICY

We understand that clients require samples to close a deal.

Our sample policy is as follows:

  1. Samples are available for purchase either for collection from our office or via courier delivery if required.

RETURNS AND REFUNDS OF SAMPLES

  1. The following samples may not be returned:
    1. Those with an individual product price of less than R30.00
    2. Any branded items; and
    3. Consumables and perishables.
  2. Samples with an individual product price of R30.00 or more may be returned for a refund or credit if:
    1. The sample items have not been used, worn and are not damaged.
    2. The items are in their original condition and packaging, damage to any part of the packaging will result in the samples not being accepted for return.
    3. The returned items should be accompanied by the relevant original invoice.
    4. The items should be returned within a week of collection or receipt.
  3. If the samples returned are deemed acceptable by Keepsake Creative, in its sole discretion, it will process a refund or credit note.
    1. It may take up to 7 (seven) days for Keepsake Creative to inspect samples;