Returns & Refunds

If anything is wrong with your order, email info@craftymarket.co.za or use our contact page with your order number and, where relevant, a photograph. We will log the issue and bring the seller in so it can be resolved.

You are entitled to a replacement, repair or refund if an item arrives:

• damaged in transit
• faulty or defective
• not the item you ordered
• materially different from its description or photographs on the site

Please tell us as soon as reasonably possible after delivery, and keep the item and its packaging until the matter is resolved. These rights are protected by the Consumer Protection Act, 2008 and are not limited by this policy.

Where you bought online without seeing the item in person, the Electronic Communications and Transactions Act, 2002 gives you the right to cancel within 7 days of delivery and return the item for a refund of the price paid, provided the item is unused, undamaged and in its original packaging. In a change-of-mind return, the cost of returning the item is yours.

Where the law permits, some items may not be returnable for change of mind — for example items made or personalised to your specification, and items that are perishable or that cannot be resold for hygiene reasons once opened. This never affects your rights where an item is damaged, defective, incorrect or not as described.

• Contact us with your order number and the item concerned.
• Tell us what is wrong and send photographs if the item is damaged or incorrect.
• We notify the seller and confirm the return method with you in writing.
• Return the item as agreed, keeping proof of the return.
• Once the seller has received and checked the item, the outcome is confirmed and the refund or replacement is arranged.

Please report a damaged, incorrect or defective item promptly after delivery, and change-of-mind cancellations within 7 days of delivery. We aim to acknowledge every return request within two business days. Because collections and courier schedules differ between sellers, we will confirm the expected timing with you in each case rather than promise a single fixed turnaround.

• If the item is damaged, defective, incorrect or not as described, you should not be out of pocket for returning it — the return cost is carried by the seller.
• If you are returning because you changed your mind, the return cost is yours.
• Delivery charges already paid are refunded where an entire seller's delivery is cancelled or was never sent, and are not usually refundable where only part of a delivered order is returned for change of mind.

Approved refunds are made to the original payment method through PayFast. Once a refund has been processed, the time it takes to reflect depends on your bank or card issuer. You will receive written confirmation of the refund amount.

The seller who supplied the item is responsible for assessing the return, for the replacement or repair where applicable, and for the refund of that item. Crafty Market keeps a record of the order and the payment, facilitates communication, and follows up with sellers where a matter is not being resolved.

Because your basket can contain items from more than one shop, a return is handled per seller. Only the items from that seller need to be returned, and the refund covers those items and, where applicable, that seller's delivery charge. The rest of your order is unaffected.

Nothing in this policy excludes, limits or replaces any right you have under the Consumer Protection Act, 2008, the Electronic Communications and Transactions Act, 2002, or any other applicable South African law. Related terms are set out in our Terms & Conditions.