Made by us hope you love and enjoy the products as much as we do and strive to provide you with the best customer service possible. In the event that you are not completely satisfied with your purchase please see the following return and refund policies:
Change of Mind Returns
If you are unhappy with your purchase from Made by Us for any reason, you may return the products within 7 calendar days from the date of receipt for a full refund, exchange, or credit note of the purchase price. There will be no refund on the delivery fee and any promotional discounts will be subtracted. In some cases, a 5% administration fee might be subtracted from the refund amount.
You will be responsible for the associated costs of returning the goods to us and must ensure that the goods are packed appropriately to avoid damage in transit.
Returned items must be received in their original, unopened, “as new” condition including any original seals or tags and must include your proof of purchase. Photos of the damaged goods will need to be emailed to hello@madebyus.co.za
We reserve the right to deny a refund for any returned items that are no longer in new condition, in their original packaging, or are damaged, or missing any labels, instructions, or pieces.
Once your return has been inspected and accepted, a refund, exchange, or credit note will be processed within 5 working days. Delivery charges are not refundable. For Items Received as a Gift: We will issue a store credit in the form of a coupon code. Please include the email address to which you would like the coupon code issued with your return.
Gift cards, vouchers, and goods purchased on sale or clearance are exempt from being returned.
Please email us at hello@madebyus.co.za to arrange your return.
Damaged or Faulty Goods
All our products leave our shop after being carefully inspected, however in the unlikely event of receiving damaged or faulty goods, please contact us as soon as possible (within 48 hours from the date of receipt) via email to hello@madebyus.co.za. Returns will only be considered if there is a serious default, or if items were damaged in transit.
You may be asked to supply us with photographic evidence of the damage or fault and a copy of your proof of purchase. If a product is deemed to be damaged or faulty we will either have the item replaced (subject to stock availability) or you will be given store credit.
If we request that the damaged item needs to be returned to us, we will give you instructions to ensure it is returned in good condition, via our couriers.
Canceled Orders
Orders placed but not yet shipped can certainly be amended. If you have a change of mind please contact us as soon as possible as sometimes orders can be shipped within a few hours of your purchase. Cancellation of your order in its entirety (once it has been shipped) will attract a 5% administration fee (purchase price + delivery). This amount will be calculated and subtracted from your refund.
How is the refund amount calculated?
The refund amount will be calculated based on the price paid minus any discounts, and shipping charges, if applicable. A 5% administration fee might be applicable in some cases.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@madebyus.co.za.
How do I return a product?
To return any item(s), please pack the item safely and securely and include the original packing slip. Make sure all original packaging, accessories, and parts sold with the product are included. You can use the original box/bag the item was shipped in if the size is appropriate. We will arrange a courier to collect the product from the address used for delivery. The Waybill will be emailed to the person who made the purchase.
Thank you for shopping at Made by us!