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Refund Policy

NIC & NIC | WEBSITE POLICY

Shipping, Return, Exchange
and Refund Policy

National delivery information and a clear guide to returns, exchanges and refunds.

Effective date: 12 August 2026

We want you to feel confident when buying from Nic & Nic. This policy explains how national shipping works and what to do if something is not right with your order.

This policy applies to retail purchases made directly through the Nic & Nic website. Purchases made through another retailer must usually be returned to that retailer. Custom, wholesale and corporate orders may be subject to separate written terms agreed when the order is placed. Nothing in this policy limits any rights available to you under South African law.

1. National shipping

We deliver orders throughout South Africa using The Courier Guy. National shipping is charged at a flat rate of R150 per order.

Delivery normally takes 4 to 5 working days after your order has been dispatched. Working days exclude weekends and South African public holidays. This is an estimated delivery period and may be affected by courier delays or deliveries to remote areas.

The R150 national shipping rate applies only to delivery addresses within South Africa.

2. Our handmade and upcycled products

Nic & Nic products are handmade using upcycled tyre inner tubes, retired promotional materials and other carefully selected materials. Variations in colour, texture, grain, markings and placement are part of the history and character of these materials. These natural variations are not defects where the item remains consistent with its description or the sample approved by the customer.

Genuine faults in materials or workmanship remain covered by this policy and applicable law.

3. Change-of-mind returns for standard products

If you purchased a standard, non-personalised product through our website, you may cancel your purchase without giving a reason by notifying us within 7 calendar days after receiving the product.

For a change-of-mind return:

  • contact us within the seven-day period before sending the product back;

  • return the product in substantially the same condition in which you received it, allowing only the reasonable handling needed to inspect it;

  • include all components and accessories supplied with the product, as well as the original packaging and tags where reasonably possible; and

  • pay the direct cost of returning the product to us.

Please do not continue using a product after deciding to return it. If it has been materially used, altered or damaged after delivery, we will assess the return in accordance with applicable law.

4. Products that are faulty, damaged or incorrect

Please inspect your order as soon as it arrives. If it is damaged in transit, faulty, incomplete, or different from what you ordered, please notify us as soon as reasonably possible. Where possible, contact us within 48 hours and include photographs so that we can resolve the issue quickly. This 48-hour request does not limit your legal rights.

If a product fails to meet the quality standards required by the Consumer Protection Act within six months after delivery, you may return it without penalty and at our risk and expense. You may choose to have the product:

  • repaired;

  • replaced; or

  • refunded.

If a repaired product develops the same or a further defect within three months after the repair, you may choose a replacement or refund, as provided by law.

This protection does not cover damage caused after delivery by misuse, neglect, accidents, unauthorised alterations, failure to follow reasonable care instructions, or ordinary wear and tear. It also does not treat the disclosed natural variations of upcycled materials as defects.

5. Custom and personalised products

Products made to your specifications or clearly personalised - including products made with names, logos, custom dimensions, selected artwork or customer-approved branded materials - cannot ordinarily be returned merely because you changed your mind.

This exclusion does not apply if the product is faulty, unsafe, incorrectly supplied or does not materially match the specifications agreed with you. Your rights under applicable law remain protected.

6. Sale products

Standard products bought on sale may be returned under the same rules as other standard products. A reduced price does not remove your rights if a product is faulty, unless a specific condition or defect was clearly disclosed before purchase and you expressly agreed to buy the product in that condition.

7. Exchanges

Eligible standard products may be exchanged, subject to stock availability.

  • For a change-of-mind exchange, you are responsible for the return cost and any delivery cost for the replacement product.

  • If we sent the wrong product, or the product is faulty or damaged, Nic & Nic will cover the reasonable return and replacement delivery costs.

  • If the replacement has a different price, the difference will either be payable by you or refunded to you, as applicable.

If the requested replacement is unavailable, you may choose another available product or a refund where you are entitled to one.

8. How to request a return or exchange

Please contact us before sending anything back:

Please use the contact details on the Contact page of our website.

Include:

  • your name;

  • order number;

  • the product you wish to return;

  • the reason for the return; and

  • photographs or a short video if the product is faulty, damaged or incorrect.

We will confirm the return instructions and the correct return address. Please use a trackable delivery service for change-of-mind returns and keep your proof of dispatch until the return is completed. Returns sent without identifying information may take longer to process.

9. Refunds

Once the return has been received, we will confirm receipt and assess it in line with this policy and applicable law.

  • Refunds due under this policy will be made to the original payment method, unless another method is agreed with you.

  • Refunds arising from the seven-day online cooling-off right will be processed within the period required by law and no later than 30 days after cancellation.

  • For a full change-of-mind cancellation, we will refund the amount paid for the cancelled order. You remain responsible only for the direct cost of returning the products, as permitted by law.

  • If only part of a multi-product order is returned, the original delivery charge will not ordinarily be refunded because the remaining products were still delivered.

  • For faulty, damaged or incorrectly supplied products, Nic & Nic will cover reasonable return costs and any refund due, including delivery charges where required by law.

After we process a refund, your bank or payment provider may take additional time to reflect it in your account.

10. International orders

Please contact us before returning an international order. For change-of-mind returns, the customer is responsible for return delivery and any related customs charges, unless applicable law provides otherwise. If an international order is faulty, damaged or incorrectly supplied, we will agree on a reasonable return or remedy with you before the product is sent back.

11. Questions

If you are unsure whether your order qualifies for a return, exchange or refund, please contact us. We would rather discuss the issue with you and find the fairest solution.

Nic & Nic (Pty) Ltd

Shiyalongubo, Mpumalanga, South Africa

Contact: +27 60 377 1265

sales@nicandnic.co.za

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