Refund and Return Policy
Cinnamon and Spice Baby Boutique (“Cinnamon and Spice”, “we”, “us” or “our”) takes pride in creating quality baby and nursery products. This policy applies to purchases made through our website, showroom, WhatsApp-assisted orders and other direct sales channels, subject to applicable law.
We will deal fairly with genuine defects, unsafe goods, courier damage and incorrect supply. We do not provide voluntary refunds or exchanges for preference-based reasons.
Any product manufactured, printed, altered, prepared or sourced according to options, specifications, designs, colours, combinations, measurements, names, wording or other information selected, supplied or approved by the customer. It includes standard products made in a customer-selected design or colour combination, whether or not a name is added.
Production begins as soon as our design team starts work on the order. Designing is part of production, even if the first design proof has not yet been sent to or approved by the customer. Production also includes material allocation or sourcing, printing, cutting, sewing, assembling, finishing and packing.
A day other than a Saturday, Sunday or South African public holiday.
Except where a statutory right applies, no return, exchange, store credit or refund will be granted merely because:
Receiving a product as a gift does not create an additional return right. A gift recipient may report a genuine defect, but must provide proof of purchase or enough information for us to trace the original transaction.
Where a monetary refund is legally due, it will normally be paid to the original purchaser through the original payment method. A gift recipient will not receive a cash refund unless authorised by the original purchaser or required by law.
Customised, personalised and special-order products are not returnable or exchangeable because of a change of mind. The online cooling-off right under section 44 of ECTA does not apply where goods are made to the customer’s specifications or are clearly personalised.
These products remain protected where they are genuinely defective, unsafe, damaged in transit, incorrectly supplied or materially different from the agreed and approved specifications.
Customers must check all names, spelling, wording, colours, products, sizes, dimensions, combinations and other details before placing an order and again when approving a design proof.
Once approved, a feature accurately reflected in the approved design or order is not a defect merely because the customer or recipient later changes their mind. Changes requested after approval may carry an additional design charge and may restart or extend the estimated lead time.
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Important: An order cannot be cancelled once production has started. Production starts when our design team begins work on the order. |
Please note your quote/invoice is valid for 15 working days, thereafter your quote/order will be cancelled and may be subject to product changes and/or price increases.
A cancellation request received before production begins must be submitted in writing and is subject to written confirmation by Cinnamon and Spice. Any lawful and reasonable costs already incurred may be deducted where permitted.
This section does not remove rights relating to genuine defects, incorrect supply, material non-performance or any other right that cannot lawfully be excluded.
Where section 44 of ECTA applies, an eligible non-customised product purchased online may be cancelled without reason within seven days after receipt. Written notice must be sent within that period. The customer bears the direct cost and risk of returning the goods. The statutory right does not apply to goods made to the customer’s specifications, clearly personalised goods or other legally excluded goods.
This statutory exception is not a general voluntary return policy. No change-of-mind return is accepted after the applicable legal period expires.
Goods that fail to meet the quality standards in the CPA may be returned within six months after delivery, subject to reasonable assessment of the product and circumstances. Where the CPA gives the consumer a choice of repair, replacement or refund, Cinnamon and Spice will honour that choice.
If a customer chooses or agrees to a repair and the defect is not remedied, or a further defect is discovered within three months after the repair, the remedy required by the CPA will be provided.
Before a defect claim is finalised, the customer must give Cinnamon and Spice a reasonable opportunity to inspect and assess the product. We may require photographs, video, order information, care information and return or collection of the product.
Where an issue is minor, repairable and does not amount to a material failure of the statutory quality standards, Cinnamon and Spice may offer to repair the product at no cost and return it to the customer. This does not override a statutory remedy where the product is materially defective.
A return or inspection is not an admission that the product is defective.
Because products are printed, sewn and partly handmade, minor variations may occur in print placement, stitching, fabric texture, colour and measurements. Screen settings and fabric substrates may also affect colour appearance. Reasonable variations that do not materially affect the agreed appearance, safety or intended use are not defects.
Cinnamon and Spice is not responsible where a product is correctly manufactured according to incorrect names, spelling, wording, measurements, dimensions or other information supplied or approved by the customer. A requested remake in these circumstances will be treated as a new order and charged accordingly.
Customers must check an order promptly after delivery. If we supplied an incorrect product, name, size, quantity or product materially different from the approved order, notify us promptly and, where applicable, within 10 business days. Once confirmed, we will arrange the appropriate correction, collection, replacement or refund at our cost, as required by law.
Please report visible parcel damage, missing items or delivery damage preferably within 48 hours so that evidence can be preserved and a courier claim submitted. A later report does not automatically remove a statutory right, but may make it harder to establish when and how the damage occurred.
Please provide photographs of the outer parcel, courier label, internal packaging and affected product, together with the order number and list of missing or damaged items. Cinnamon and Spice will investigate and deal with the courier where appropriate.
These products are not voluntarily returnable for change-of-mind reasons. They remain protected by applicable law if genuinely defective, unsafe or incorrectly supplied. A specifically disclosed imperfection accepted by the customer cannot later be relied upon as the sole reason for return.
For hygiene reasons, we do not voluntarily accept opened, washed or used bedding, feeding, changing or other baby-contact products. This does not exclude a return that must legally be accepted because the goods are defective, unsafe, incorrect or otherwise returnable by law.
Before returning anything, email orders@cinnaspice.co.za. Include:
If a return or inspection is authorised, we will provide written instructions and a Return Authorisation Number. Only after written authorisation may the parcel be sent to Cinnamon and Spice, Eco Glades 3, Warehouse 7, 46 Ribbon Grass Street, Eco Park, Centurion, 0157. Unidentified or unauthorised parcels may be refused or delayed. This process does not remove a statutory right.
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Reason |
Who pays reasonable return courier cost? |
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Confirmed defect, unsafe product, courier damage or incorrect supply |
Cinnamon and Spice, where required by law. |
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Eligible non-customised online cooling-off return |
Customer pays the direct return cost and bears return risk. |
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Goodwill return expressly approved by management |
Customer pays return and redelivery costs unless written approval says otherwise. |
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No defect found, or customer-caused damage |
Customer may be required to pay collection and redelivery costs. |
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Unwanted or duplicate gift / change of mind |
No voluntary return is accepted. |
If a customer independently sends a product without written authorisation, courier costs will not automatically be reimbursed.
A refund is not automatic merely because a complaint or request is submitted. A reasonable inspection may be completed first.
A legally required refund will be processed in accordance with applicable law. A discretionary goodwill refund, where exceptionally approved and not legally required, is limited to the product amount; original delivery, return, collection and redelivery charges are excluded unless management confirms otherwise in writing.
Refunds are normally paid to the original purchaser through the original payment method. Bank, PayFast, Payflex, Yoco or other provider processing times are outside our direct control.
Where a refund is legally due on part of a combo or bundle, it will be calculated using the actual allocated price of that item, not its normal standalone price. A free promotional item linked to a fully refunded order must also be returned, or its reasonable value may be deducted where legally permitted.
Any ETA, ETD, production lead time, completion date, dispatch date or delivery date is an estimate and not a guaranteed date unless we expressly confirm a guaranteed date in writing.
For customised orders, the estimated production lead time begins only after full payment, receipt of all required information and final written design approval. Customer-requested changes may restart or extend the estimate.
Customers must order sufficiently early for baby showers, births, birthdays and other events. Cinnamon and Spice is not responsible merely because an order misses an event where only an estimated date was given. This does not remove a legal cancellation right arising from failure to perform within an expressly agreed or legally required period.
Courier transit times are third-party estimates. We use reputable providers but cannot control routes, depot processing, staffing, traffic, weather, failed delivery attempts or exact delivery times. We will reasonably assist with tracking, delays, loss and damage. Goods remain at our risk until accepted at the delivery address as required by law.
Customers must provide a complete, accurate address and reachable contact number. Additional costs caused by an incorrect address, unavailable recipient, access restriction, refusal or failed collection attributable to the customer may be charged to the customer.
Delivery is regarded as accepted when the parcel is delivered at the supplied address to the customer, named recipient or another person reasonably appearing or authorised to accept delivery, including reception or security where appropriate.
We may investigate suspected fraudulent, dishonest or abusive claims, including substituted products, deliberately damaged products, false information or claims inconsistent with our records. Genuine statutory rights will not be limited because a customer has made previous claims.
Submit complaints to orders@cinnaspice.co.za. Please allow us a reasonable opportunity to investigate and respond. If the matter remains unresolved after our internal process, the customer may approach the Consumer Goods and Services Ombud or another competent authority.
Email: orders@cinnaspice.co.za
Telephone/WhatsApp: +27 83 858 9831
Website: www.cinnaspice.co.za
Return address after written authorisation: Eco Glades 3, Warehouse 7, 46 Ribbon Grass Street, Eco Park, Centurion, 0157
This policy is intended to operate consistently with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). If a provision conflicts with a right that cannot lawfully be excluded, the applicable law prevails and the remaining provisions continue to apply.
Official sources: Consumer Protection Act: https://www.gov.za/sites/default/files/32186_467.pdf
Electronic Communications and Transactions Act: https://www.gov.za/sites/default/files/gcis_document/201409/a25-02.pdf
Copyright and Cinnamon & Spice. All rights reserved.
