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Refund or Returns Policy

Goods bought online in South Africa are subject to the regulations of the ECT act of 2002. Custom Cookie’s refund policy is in line with the ECT act. You have a general right to return for any reason within 7 days after delivery without penalty, but the goods must be returned to Custom Cookie at your own cost. 

Any custom designed goods cannot be returned as they cannot be resold.

In the case of defective goods, you have the right to choose a refund, repair or replacement, which we will effect after a satisfactory inspection of goods. All items on our website are subject to being used according to directions. Any goods damaged by normal wear and tear, or from deliberate or accidental misuse, cannot be refunded or replaced. You have 7 days from receipt of goods to request a refund or exchange for defective goods.

All orders are subject to 3-4 working day lead time to allow for manufacturing. Larger orders may take longer. Manufacturing will not commence until payment clears Custom Cookie’s bank account. All order are subject to 50% non-refundable deposit.