Refund policy

REFUND & RETURNS POLICY

At With Love & Grace, we take pride in the quality of our handmade products. Please read our returns policy carefully before making a purchase.

Please note that our products are handmade from natural materials. Slight variations in wood grain, colour, texture, and finish are inherent characteristics of handmade goods and are not considered defects. Each piece is unique.

Eligibility for Returns We accept returns within 10 business days of the date you receive your order, provided the following conditions are met:

  • The item is in its original, unused, and undamaged condition
  • The item is in its original packaging
  • Proof of purchase is provided
  • Courier will be at clients expense 

Non-Returnable Items The following items are final sale and cannot be returned or exchanged:

  • Custom or personalised items made to your specifications
  • DIY kits that have been opened or where any materials have been used
  • Items not in their original condition

Return Reasons & Who Covers Courier Costs

Our fault (wrong item, damaged in transit, defective product):

  • We will cover the full cost of the return courier
  • You will receive a full refund or replacement at your choice
  • Defective items are covered for up to 6 months from date of purchase in accordance with the Consumer Protection Act (CPA)
  • Please note: The 6-month defect warranty applies to manufacturing faults only. A defect refers to a fault that existed at the time of sale, such as structural failure under normal handling, significant material flaws, or components that were already damaged upon delivery. Damage caused by mishandling, accidental breakage, improper use, exposure to moisture or sunlight, or failure to follow care instructions is not considered a defect and will not be covered.

How to Initiate a Return Contact us before sending anything back:

  • Email us at info@withloveandgrace.co.za with your order number and reason for return
  • We will confirm eligibility and provide return instructions
  • Do not send items back without prior authorisation

Refund Processing Once your return is received and inspected, we will notify you of the outcome. Approved refunds will be processed within 5–7 business days to your original payment method.

DIY Kit & Damaged Items Policy

Upon receiving your order, please inspect all contents within 48 hours of delivery before starting the project.

Important Note on Kit Shelf-Life: Because our DIY kits contain real acrylic paints and liquid compounds, they are intended to be used within 30 days of delivery. We guarantee the freshness of the liquid components upon arrival (subject to our 48-hour inspection window), but cannot warrant or replace paints that have dried out or degraded due to prolonged storage.

Missing items: If any items are missing from your DIY kit, notify us at info@withloveandgrace.co.za within 48 hours of delivery with your order number and a description of the missing items. To qualify for a refund, the complete kit must be returned unused with all paint seals intact via Pudo locker-to-locker. Once received and verified as incomplete, a full refund including your Pudo return shipping cost will be issued within 5–7 business days.

Damaged items: If your item arrives damaged, notify us within 48 hours of delivery with your order number and clear photographs of the damage and original packaging. We will assess the claim and, if approved, offer a replacement or full refund.

Claims will not be accepted if any paint has been opened, if the kit has been partially used, or if reported after 48 hours of delivery.

All returns must be sent via Pudo locker-to-locker, arranged by the customer at their convenience. Please email us for our Pudo locker details. The return shipping cost will be reimbursed as part of your refund once the return has been received and verified.