Returns & Refunds Policy

We want you to be happy with your NGUNIQUE purchase. If something is wrong or you would like to arrange a return, please contact us:

Email: Nguniquebyb@gmail.com
WhatsApp: +27 73 287 8995

Please include your order number, the item concerned and the reason for your request. For damaged or incorrect items, photographs will help us resolve the issue.

Change-of-mind returns for online purchases

For eligible online purchases, you may cancel your purchase without giving a reason by notifying us within seven days after receiving your goods, subject to the exceptions under South African law.

Please contact us for return instructions and take reasonable care of the goods while they are in your possession. Where possible, return them with their original packaging and labels.

For a qualifying cooling-off cancellation, you are responsible only for the direct cost of returning the goods. We will refund the payment for the cancelled purchase within 30 days of cancellation.

Custom-made and personalised products

The online change-of-mind cooling-off right generally does not apply to goods made to your specifications or clearly personalised for you.

This does not affect your rights if those goods are defective, damaged, incorrect or do not match the agreed specifications.

Faulty, damaged or incorrect items

Please inspect your order on arrival and contact us promptly if anything is damaged, faulty or incorrect.

Where goods do not meet the quality standards required by the Consumer Protection Act, you may return them within six months of delivery and choose a repair, replacement or refund, as provided by the Act. Qualifying returns will be handled at our risk and expense.

We will cover reasonable return costs for incorrect items or goods qualifying for a defective-goods return. Please contact us so we can arrange collection or provide return instructions.

Reporting delivery damage promptly helps us investigate with the courier. A delay in reporting does not remove any statutory rights you may have.

Product care and handmade variations

Please follow the care instructions supplied with your product. Damage caused by misuse or failure to follow appropriate care instructions is not treated as a manufacturing defect.

Some handmade products have natural variations in colour, weave or finish. These variations do not remove your right to receive goods that match their description and meet applicable quality standards.

Exchanges

If you would prefer another colour or product, please contact us. Exchanges depend on stock availability. We will explain any price difference and applicable delivery costs before proceeding.

You do not have to accept an exchange or store credit where the law entitles you to a refund.

Refunds

Refunds will normally be made to the original payment method. Your bank or payment provider may require additional processing time before the funds appear in your account.

Your consumer rights

Nothing in this policy limits or excludes your rights under the South African Consumer Protection Act, the Electronic Communications and Transactions Act or other applicable law.