Raising Awesome | South Africa
At Raising Awesome, we want every purchase to bring a little more joy, creativity and confidence to your family’s day.
We take care when preparing and packing our products. However, we understand that sometimes things don’t go according to plan.
This policy explains how returns, exchanges and refunds work when shopping with Raising Awesome.
1. Voluntary Returns – 14 Days
We accept voluntary returns of eligible products within 14 calendar days of delivery, provided that:
- The product is unused and unopened.
- The product is in its original condition and packaging.
- All original components and accessories are included.
- Proof of purchase is provided.
- The product is suitable for resale.
Please contact us before returning any product so that we can provide the correct return instructions.
For voluntary change-of-mind returns outside any applicable statutory cancellation right, customers are responsible for return delivery costs.
2. Playdough, Sensory Products and Activity Kits
Our range includes handmade playdough, sensory materials, creative play kits and children’s activity products.
For hygiene, safety and product integrity reasons, opened or used playdough, sensory materials and activity kits are not eligible for voluntary change-of-mind returns.
Unopened and unused products may be returned within our 14-day voluntary return period, provided they meet the conditions above.
These conditions do not limit your statutory rights if a product is defective, unsafe or does not meet applicable consumer protection requirements.
3. Custom-Made and Personalised Products
Products made or personalised specifically for a customer are generally not eligible for voluntary change-of-mind returns once production has begun.
Where applicable, certain custom-made or personalised products may also be excluded from statutory cooling-off rights under South African law.
However, if a personalised product is defective, damaged or does not match the agreed specifications, please contact us so we can arrange an appropriate remedy in accordance with applicable law.
4. Online Purchase Cancellation Rights
Certain online purchases may qualify for a statutory cooling-off period under the South African Electronic Communications and Transactions Act (ECTA).
Where applicable, customers may cancel qualifying transactions within seven days of receiving the goods, without providing a reason, subject to the exclusions and conditions established by law.
For qualifying cancellations, refunds and return arrangements will be handled in accordance with ECTA, including the applicable refund deadline and permitted return costs.
These statutory rights apply independently of our voluntary 14-day return policy.
5. Damaged, Defective or Incorrect Products
If you receive a product that is damaged, defective, unsafe or different from what you ordered, please contact us as soon as reasonably possible.
Email raisingawesometribe@gmail.com with:
- Your order number or proof of purchase.
- A description of the problem.
- Clear photographs, where helpful.
Under the South African Consumer Protection Act, qualifying goods that do not meet the applicable quality standards may be returned within six months of delivery, subject to the provisions of the Act.
Where those rights apply, customers may be entitled to a repair, replacement or refund in accordance with the law.
Raising Awesome will not charge customers the cost of returning qualifying defective goods where the law requires the supplier to bear that cost.
6. How to Request a Return
To start a return, please email:
Subject: Return Request – Order [Your Order Number]
Please include your name, order number, product details and reason for the return.
We will review your request and provide the appropriate return instructions and return address.
Please do not send products back without contacting us first.
Return arrangements may include courier delivery or another method agreed with Raising Awesome.
7. Return Shipping Costs
For voluntary change-of-mind returns, customers are generally responsible for return shipping costs unless otherwise agreed.
For statutory cancellations, return shipping costs will be handled according to applicable South African law.
For qualifying defective, damaged or incorrectly supplied goods, Raising Awesome will arrange or cover the applicable return costs where required by law.
Original delivery charges will be refunded where legally required. Otherwise, they are not automatically refundable for voluntary change-of-mind returns.
8. Refunds
Once a returned product has been received, we will assess it against the applicable return conditions and notify you of the outcome.
For approved voluntary returns, we aim to process refunds within 7 business days of approval.
Refunds will ordinarily be made to the original payment method, where possible.
Your bank or payment provider may require additional time to reflect the funds.
Where South African law requires a refund within a particular period, that statutory deadline will apply regardless of our usual processing timeframe.
9. Exchanges
If you would like to exchange an eligible, unused and unopened product, please contact us within 14 calendar days of delivery.
Exchanges are subject to product availability and the applicable return conditions.
Where a product is defective or does not meet statutory quality requirements, your legal remedies are not restricted to an exchange.
10. Sale and Promotional Items
Products purchased during sales or promotions remain subject to applicable South African consumer protection rights.
Voluntary change-of-mind returns for sale items are subject to the same eligibility conditions outlined in this policy, unless specific promotional terms were clearly disclosed before purchase.
11. Missing or Delayed Refunds
If your refund has been approved but has not yet appeared:
- Check the account or payment method used for your purchase.
- Contact your bank or payment provider to confirm processing times.
- If the refund is still missing, email raisingawesometribe@gmail.com with your order number.
We will investigate and assist.
12. Contact Raising Awesome
For any questions about returns, exchanges or refunds, please contact:
Raising Awesome
Cape Town, South Africa
Email: raisingawesometribe@gmail.com
Website: https://raisingawesome.co.za
We are always happy to help resolve genuine problems fairly and in accordance with South African consumer protection law.