Refund policy

Refunds & Returns Policy – Novelty Nation

At Novelty Nation, each product is created with care and attention to detail. As many of our items are made to order, we aim to be transparent about our returns and refund process.

1. Made-to-Order Products

Many of our products are custom-made or printed on demand. In terms of the Consumer Protection Act (CPA) of South Africa:

Custom or made-to-order items are not eligible for return or refund, unless the item is defective, damaged, or incorrect.
Customers are responsible for ensuring that all details (including sizing, colours, and product selection) are correct before completing their purchase.

We strongly recommend checking sizing guides and product descriptions carefully before placing your order.

2. Damaged, Defective or Incorrect Items

If you receive an item that is:

Damaged
Defective
Incorrect (different from what was ordered)

You are entitled to a return, replacement, or refund in accordance with the CPA.

To qualify:

You must notify us within 7 days of receiving your order
Provide clear photos of the item and packaging
The item must not have been used or altered

Once approved, we will arrange a replacement or refund.

3. Standard (Non-Custom) Products

For non-custom items, you may request a return within 7 days of delivery, provided that:

The item is unused and in its original condition and packaging

Please note:

Return shipping costs may be the responsibility of the customer unless the item is defective.

4. Refund Process

Refunds will be processed once the returned item has been received and inspected
Refunds will be issued via the original payment method
Processing time may take 5–10 business days

5. Exchanges

We do not offer direct exchanges. If you require a different size or item, please place a new order.

6. Cancellations

Orders may only be cancelled before production has started. Once production begins, the order cannot be cancelled due to the made-to-order nature of our products.