Refund policy

Returns
Our policy lasts 30 days. Please contact us as soon as possible within this period to notify us regarding your return. Please ensure that products purchased are opened and adequately tested / used during this period, to identify any possible faults during the qualifying returns period.  With regard to artworks - please view the artwork-specific refund policy below.

To be eligible for a return, your item must be in the same condition that it was bought in. Items affected as a result of negligence, breakage, water damage or tearing are not applicable for returns.

Artworks
By placing an order with us, you acknowledge and agree that every piece of art is made-to-order and non-returnable unless it is demonstrably damaged upon receipt or does not conform to the agreed specifications. We reserve the right to deny any request for a return, refund, or exchange in cases where the artwork is delivered as described and free from any damage or defects. In the event that the artwork is found to be damaged or materially different from what was ordered, you must notify us within 48 hours of delivery to initiate a claims process in accordance with applicable consumer protection laws. Otherwise, all sales are final.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will be applied to your credit card or original method of payment, within a certain amount of applicable days.

Courier
All refunds, once approved, will be made excluding the original courier charges. (Funds refunded will only be applicable to the product cost and not courier charge).
SUHAYLA will be liable for courier costs associated with goods returned and replaced, where goods are defective. However, such costs will arise from the actions of SUHAYLAkids and not client’s actions. Courier costs for non-defective returns will be borne by the customer. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, please contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@suhayla.co.za.

Exchanges (if applicable)
We will replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@suhayla.co.za.