Returns

Return Policy

At Cinnamon and Spice, we take pride in the quality of our products. As many of our items are custom-made and manufactured to order, our return policy is structured in accordance with the Consumer Protection Act of South Africa.

Please read this policy carefully before initiating a return.

1. General Return Principles

Returns are handled differently depending on whether the item is:

• Non-customised (standard in-stock item), or

• Customised / made-to-order (personalised, custom-sized, or manufactured to specification).

Proof of purchase is required for all returns.

To initiate a return, you must provide:

• Your order number

• Reason for return

• Clear photographs (if applicable)

• Banking details (if a refund is requested)

2. Non-Customised Items (Change-of-Mind Returns)

If your product is not custom-made, you may return it within 14 days of receipt, provided that:

• The item is unused

• It is in original packaging

• It is in resalable condition

• All original components are included

Return Process

• Email us at: orders@cinnaspice.co.za

• Include your order number and required information

• Wait for a correspondence and authorization to return

• Securely package the item in original packaging

• Ship the item(s) to:

• Cinnamon and Spice Eco Glades 3, Warehouse 7
  46 Ribbon Grass Street
  Eco Park
  Centurion
  0157

• Email: orders@cinnaspice.co.za
  WhatsApp: +27 83 858 9831

Return shipping costs are the responsibility of the customer.

We recommend using a traceable courier service, especially for items valued over R1,000.

Inspection & Refunds

All returned goods are subject to inspection.

Refunds will be processed within 14 working days after:

• The returned item is received; and

• It has passed inspection.

If the item does not meet return conditions, we reserve the right to decline the refund and return the item to you.

3. Customised / Made-to-Order Items

Due to the personalised nature of our products, customised items are:

• Non-returnable

• Non-refundable

Unless:

• The item is defective; or

• The item materially differs from the approved specifications.

Definition of Customised / Made-to-Order Items

For the purposes of this policy, "Customised" or "Made-to-Order" items include, but are not limited to:

• Products personalised with a name, initials, date, Bible Verse, message or wording

• Items manufactured to specific measurements provided or approved by the customer

• Cot-sized, bassinet-sized, or custom-dimension linens

• Custom colour selections or fabric combinations

• Specially printed or embroidered designs

• Furniture manufactured to specific sizes, finishes, or design specifications

• Products altered, modified, or produced specifically according to the customer’s request

• Any item not kept as standard resale stock

These items are manufactured specifically for the individual customer and cannot reasonably be resold in the ordinary course of business.

In accordance with Section 17 of the Consumer Protection Act, such items are excluded from change-of-mind return rights and are non-returnable unless defective or materially different from the approved specifications.

4. Damaged-on-Delivery Claims

If your order arrives damaged on delivery, you must notify us within 7 days of receipt.

Please provide:

• Order number

• Clear photographs of damage

• Description of the issue

We will investigate and assist in resolving the matter.

5. Defective Goods (CPA Section 56)

All goods remain subject to warranty under Section 56 of the Consumer Protection Act.

If a product is defective (excluding misuse or normal wear and tear), you may be entitled to repair, replacement, or refund in accordance with the CPA.

6. Sale or Clearance Items

Items marked as “sale,” “clearance,” or part of promotional bundles are not eligible for change-of-mind returns.

However, defective goods remain protected under the Consumer Protection Act.

7. Hygiene Products

For hygiene reasons, products such as bedding or items that come into direct contact with skin may not be returned once opened, unless defective.

8. Right to Refuse Returns

We reserve the right to decline returns in the following circumstances:

• Items not in original packaging (for change-of-mind returns)

• Used, washed, altered, or damaged goods (not defect-related)

• Missing parts or accessories

• Return requests submitted outside the applicable timeframe

• Incomplete documentation

• Failure on following our returns process

• Excessive patterns of change-of-mind returns

Nothing in this section limits statutory rights under the Consumer Protection Act.

9. Exchanges

If you wish to exchange a non-customised item:

1. Return the original item in accordance with this policy

2. Place a new order for the replacement item

Exchanges are subject to stock availability.

10. Shipping Costs on Returns

Customers are responsible for return shipping costs for change-of-mind returns.

If a return is due to defect or incorrect supply, shipping arrangements will be handled in accordance with the Consumer Protection Act.

11. Need Assistance?

If you have any questions regarding returns, please contact us:

Email: orders@cinnaspice.co.za
WhatsApp: +27 83 858 9831
Website: www.cinnaspice.co.za