Refund policy

The provision of goods and services by Made by Artisans is subject to availability.

SOUTH AFRICA

1. Damaged, Broken or Incorrect Items

If your order arrives damaged, broken, expired, or incorrect, contact us in writing via our Contact FormContact Form or email address (info@madebyartisans.co.za) within 1 working day of receiving it.

To assess your return, we'll need:

  • A photograph of the outer box
  • A photograph of the inside of the box, including the inner packaging
  • A photograph of the damaged or incorrect item

If required, we will arrange collection at no charge to you. Once we've inspected the product or photographs and validated your return, you may choose to:

  • Receive a replacement (if available)
  • Receive a voucher for the purchase price
  • Receive a refund via your original payment method

2. Satisfaction Guarantee (7 Days)

We offer a 7-day satisfaction guarantee. If you're not completely happy with your purchase, contact us within 7 days of receipt with the reason for your dissatisfaction.

  • If the product doesn't fit, we'll arrange a return or exchange.
  • For all other reasons, requests are evaluated on a case-by-case basis at our discretion.

To qualify, the product must be in its original sealed and/or unworn condition. We'll issue a return number and arrange collection. Please note:

  • There is a R99 return/exchange fee.
  • If the original order included a courier surcharge (due to high physical or volumetric weight), that surcharge will also apply to the return or exchange.

3. Non-Returnable Items

The following cannot be returned or refunded under any circumstances:

  • Sale items
  • Footwear insoles
  • Foodstuffs and beverages
  • Health products
  • Underwear and swimming costume bottoms
  • Items for daily consumption
  • Custom-made products
  • Gift vouchers

4. Inspection & Resolution

Once we receive your return, we'll inspect the item(s). If they meet the requirements above:

  • We'll issue a gift voucher to the value of the item(s); or
  • Refund you via your original payment method; or
  • If you prefer an exchange (e.g., a different size), we'll send the replacement at no additional shipping cost to you (already covered by the R99 return/exchange fee).

Please note: If the exchanged product is still not suitable or doesn't fit and you would like a second exchange, shipping costs (in both directions) will be for your account.

5. Opened or Used Products

If you've opened and used a product and are not satisfied, we'll pass your feedback on to the supplier. Any remedy is at the supplier's discretion — Made by Artisans will not be held responsible for issuing a credit or refund in these cases. The same returns process applies.

Please note: We will never ask for additional courier fees to be paid in cash or any other method after you've placed your order, however if your international shipment excluded duties and taxes then these might be due once your parcel arrives in your country. 

INTERNATIONAL

Because we ship directly from South Africa, it is unfortunately not practical or cost-effective to offer a return service for international orders. We understand this may give you pause.

To give you peace of mind: all international orders are carefully inspected before dispatch to ensure there are no defects. For certain products — such as footwear — we'll reach out via email to confirm measurements and sizing before shipping, to avoid any disappointment.

Please note: We will never ask for additional courier fees to be paid in cash or any other method after you've placed your order, however if your international shipment excluded duties and taxes then these might be due once your parcel arrives in your country.