Refund policy

Rosy Oaks Refund & Return Policy

At Rosy Oaks, each item is thoughtfully handmade with care and intention. Because of this, our pieces may carry small variations and imperfections that make them unique. We aim to offer a fair, flexible, and transparent policy that protects both our customers and our small business, in line with South African consumer protection standards.

1. Handmade Nature of Products

All Rosy Oaks products are handmade using natural and sustainable materials.

  • Slight variations in colour, shape, stitching, or finish are normal and are not considered defects.

  • These characteristics are part of the charm and uniqueness of each item.

2. Returns Eligibility

We accept returns under the following conditions:

  • The return request is made within 7 days of delivery.

  • The item is unused, in its original condition, and returned in its original packaging.

  • The product is in a resellable condition.

Once your return is approved, instructions will be provided for shipping.

3. Refunds

  • Refunds will be processed once the item has been received and inspected.

  • If approved, refunds will be issued to your original payment method within a reasonable processing time.

Shipping Costs:

  • Rosy Oaks will cover return shipping only if the item is returned in its original, undamaged condition and meets all return criteria.

  • If the returned item is damaged due to customer handling or improper packaging, the customer will be responsible for return shipping costs, and a refund may be declined.

4. Damaged, Faulty, or Incorrect Items

If you receive a product that is damaged, faulty, or incorrect:

  • Please notify us within 48 hours of delivery, including clear photos of the issue.

  • If the issue is due to a manufacturing fault, packaging error, or courier damage, Rosy Oaks will:

    • Arrange a replacement, repair, or refund at no additional cost to you.

We are committed to resolving these cases fairly and efficiently.

5. Exchanges

  • Exchanges are welcome for items that meet return eligibility requirements.

  • Customers are responsible for all shipping costs related to exchanges, as Rosy Oaks operates as an online-only store.

6. Non-Returnable Items

We may not accept returns for:

  • Items that have been used, altered, or damaged after delivery.

  • Custom-made or personalised products (unless faulty).

7. Lead Times & Delivery

  • As all items are handmade, production lead time is typically 1–2 weeks before dispatch.

  • Once dispatched, delivery usually takes 7–10 working days, depending on your location.

Please note that delays may occasionally occur, and we will communicate any changes as soon as possible.

8. Fair Use & Consumer Protection

This policy is designed in accordance with the Consumer Protection Act (South Africa).

  • Customers retain their rights to receive goods that are of good quality, in working order, and free of defects.

  • Rosy Oaks reserves the right to assess all returns to ensure fairness and prevent misuse of the policy.

9. Contact Us

For any return, refund, or exchange queries, please contact us at:
Rosyoaksza@gmail.com

We truly value your support and aim to make your experience with Rosy Oaks as smooth and positive as possible.

Thank you for supporting handmade.