Refund & Returns Policy

Returns overview

Our returns policy applies to purchases made on https://creativia.store and is designed to comply with South African consumer protection laws for online purchases. Please read this section together with our Terms and Conditions and any product‑specific notices on our website. 

Returns timeframes

  • You must notify Creativia of any intention to return items within 7 (seven)  days of receiving your order, unless a longer period is required by law for specific situations.
  • If this period has passed, we may not be able to offer a refund or exchange, except where the Consumer Protection Act or Electronic Communications and Transactions Act requires it (for example, where goods are defective or misdescribed).

Eligibility for returns

To be eligible for a return:

  • Items must be unused, in the same condition as received, and in their original packaging.
  • A valid proof of purchase (order confirmation or invoice) must be provided.
  • Items must be returned with all tags, labels, accessories, and promotional items included in the original order, where applicable.

Creativia may, at its discretion, refuse a return or offer only a partial refund if items are not in their original condition, are damaged, or are missing parts for reasons not due to our error.

Items that cannot be returned

The following items are generally not eligible for return or refund, unless they are defective, damaged on arrival, or not as described:

  • Digital products and downloadable content (such as patterns or printable materials)
  • Custom, personalised, or made‑to‑order items
  • Gift cards or vouchers
  • Clearance or final sale items clearly marked as non‑returnable
  • Certain tools and accessories where hygiene or safety rules apply, as indicated on the product page

These exclusions are consistent with the Consumer Protection Act’s provisions for special‑order goods and digital content.

Incorrect, damaged, or defective items

If you receive:

  • The wrong product,
  • A damaged item, or
  • A product that is defective or not as described

please contact us within 48 hours of delivery with your order number, a description of the issue, and clear photos of the product and packaging. Where the defect or error is confirmed, Creativia will, at its discretion and in accordance with applicable law, repair, replace, or refund the affected item at no additional cost to you.

Colour variation and product representation

Every effort is made to display colours and product details as accurately as possible, but colours may vary between screens, devices, and production batches. Minor variation in colour or appearance, where the product remains of acceptable quality and fit for purpose, will not normally qualify for a return or refund on its own. ​

Exchanges

Where stock is available and your item is eligible for return, we can offer an exchange for the same item, a different colour, or an agreed alternative product. If an exchange is not possible, a refund or store credit may be issued in line with this policy.

Refund process

Once your return is received, inspected, and approved:

  • You will receive notification that your return has been accepted or declined.
  • Approved refunds will be processed to your original method of payment, or as store credit where agreed, within a reasonable period.
  • Your bank or payment provider may take additional time to reflect the refund, which is outside Creativia’s control.

If your refund appears late or missing after you have received our confirmation, please first check with your bank or payment provider, and then contact us if further assistance is needed.

Shipping and return costs

  • You are responsible for the cost of returning items to Creativia unless the return is due to our error (such as incorrect, damaged, or defective goods).
  • Original shipping charges are generally non‑refundable, except where required by law or where the return is due to our error.

How to request a return

To request a return:

  1. Email orders@creativia.store or use our contact form at https://creativia.store/contact/ with your order number and details of the items you wish to return.
  2. Wait for confirmation and return instructions, including the return address and any reference number to include on the parcel.
  3. Package the items securely and send them using a trackable courier service, keeping your proof of shipment

Returns sent without prior approval or without the correct reference details may take longer to process or may not be accepted.

Updates to this policy

Creativia may update this Returns and Refunds Policy from time to time to reflect changes in our business, products, or legal requirements. The latest version will always be available on our website and will apply to any new orders placed after the effective date shown on the page.