Refunds and Returns

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Effective Date: September 2026 Company: RCA Crafts

1. General Returns Policy (CPA Compliance) At RCA Crafts, we are committed to providing high-quality products. In accordance with the South African Consumer Protection Act (CPA), if a standard, non-personalized product you receive is defective, damaged in transit, or significantly different from the product described on our website, you may return it within 6 months of delivery for a repair, replacement, or refund.

2. Exception for Custom and Personalized Items Due to the nature of our business, we do not accept returns, exchanges, or provide refunds for custom-made, personalized, or specifically laser-engraved items if you simply change your mind. Once a product has been permanently engraved with your requested name, date, or design, it cannot be repurposed or resold. All sales of personalized items are final.

3. Errors and Typos

  • Customer Error: If a product is engraved with a typo, incorrect date, or spelling mistake because it was submitted incorrectly by the customer during the ordering process, we unfortunately cannot offer a free replacement or refund. We highly encourage you to triple-check all text and design instructions before completing your checkout.

  • Our Error: If an error is made on our part (i.e., the finished engraving does not match the exact text or instructions you submitted with your order), we take full responsibility. We will happily replace the item at our own cost and cover the shipping fees.

4. Damaged or Defective Goods If your custom product arrives damaged from transit or has a material defect (unrelated to the custom engraving itself, such as a broken item), please follow these steps:

  1. Contact us within 7 days of receiving your package.

  2. Provide your order number.

  3. Include clear photographs of the damage, the packaging, and the specific defect. We will assess the damage and arrange for a replacement to be manufactured and shipped to you as quickly as possible.

5. How to Initiate a Return or Claim To log a claim for a defective item or an error on our part, please contact our support team at [Insert Email Address]. We will provide you with a return address in Pretoria and further instructions on how the replacement or refund will be processed.