Return Policy for Cinnamon and Spice
At Cinnamon and Spice, we are committed to ensuring that you are completely satisfied with your purchase. If, for any reason, you are not happy with your order, please read our return policy carefully. We want to make the process as smooth as possible while adhering to legal requirements and maintaining transparency.
1. General Return Policy
- Eligibility for Returns: Our return policy applies to both customized and non-customized items. Non-customized items can be returned within 14 days of receipt, while customized items can only be returned if they arrive defective or damaged.
- Proof of Purchase: To initiate a return, you must provide proof of purchase, including your order number and any relevant documentation, such as:
- Banking details for the refund.
- Reason for the return.
- Photos of the order upon arrival (showing how it was delivered).
- A detailed list of items you wish to return for a refund or replacement.
2. Non-Customized Items
- Return Window: If your product isn’t custom-made, you may return it within 14 days of receipt, provided it is unused and in its original packaging.
- Return Process:
- Contact Us: To initiate a return, email us at admin@cinnaspice.co.za and cc finance@cinnaspice.co.za with your order number and the required documentation.
- Return Authorization: Once we receive your email, we will review your request and provide you with a Return Authorization Number (RAN) if your return is approved.
- Prepare Your Return: Pack the item securely in its original packaging. Include a copy of your order confirmation and the RAN.
- Ship Your Return: Return the item to the address we provide. You will be responsible for return shipping costs.
- Inspection and Refunds: Refunds will be processed within 14 working days after we receive the returned item(s) and they have passed inspection. All returned items are subject to inspection. If the item is not in the same condition as received, we reserve the right to reject the refund and return the item to you.
3. Customized Items
- Non-Returnable Items: Customized items that have been tailored to your specifications (e.g., names added, custom sizes, custom designs, custom colors) are non-returnable unless they arrive defective or damaged.
- Defective or Damaged Items: If your customized item arrives damaged, please notify us within 7 days of receipt to initiate a return or exchange. Should the damage be due to courier mishandling, you will need to contact the courier directly – we will assist with the process.
4. Right to Refuse Returns
We reserve the right to refuse returns that do not comply with the conditions outlined above. Returns may be refused under the following circumstances:
- Items Not in Original Packaging: Products returned without their original packaging, tags, or labels may be rejected.
- Used or Damaged Items: Any items showing signs of use, wear, or damage (beyond necessary assessment) will not be accepted.
- Missing Accessories: Returns missing parts, accessories, or components originally included will be rejected.
- Return Request Timeline: Returns must be initiated within the specified timeframes (14 days for non-customized items and 7 days for defective customized items). Requests received after these periods may not be processed.
- Incomplete Return Requests: Incomplete requests (e.g., lacking proof of purchase or order number) may lead to delays or refusal.
- Exceeding Return Limits: Customers who excessively return items may be subject to scrutiny and have future return privileges limited at our discretion.
- Sale or Clearance Items: Items marked as “sale,” part of a “sale combo,” or purchased during clearance promotions are not eligible for return or exchange. Please review all sale items carefully before making your purchase.
- Hygiene Products: For hygiene reasons, certain products such as bedding or items that come into direct contact with skin may be refused if the packaging is opened.
- Non-Compliance with Return Instructions: Returns that do not follow the specified process may be denied.
5. Delivery and Shipping
- Shipping Costs: Customers are responsible for shipping costs associated with returning any and all items. We recommend using a traceable shipping service or purchasing shipping insurance for items over R1,000, as we cannot guarantee that we will receive your returned item.
- Exchanges: If you would like to exchange a non-customized item, please return the item following the above procedure and place a new order for the desired item.
6. Contact Us
For any questions or concerns regarding our return policy, please feel free to contact us at:
