Refund policy
At Doodle Dreams, we want every customer to receive the products they ordered in the condition they expect.
Please read the following information before making a purchase.
1. Change-of-Mind Returns
We do not offer voluntary refunds, exchanges or store credit simply because a customer:
-
Changes their mind after purchasing.
-
Orders the wrong design or selects an incorrect option.
-
Decides they no longer want the product.
-
Expects something different from a product that was accurately described and presented on our website.
This policy does not affect any cancellation or return rights provided by South African consumer protection legislation, including applicable cooling-off rights for online purchases.
2. Products That Cannot Be Returned
Unless a product is defective, incorrectly supplied, or a return is required by law, we generally cannot accept products that have:
-
Already been coloured in or used.
-
Been washed or altered.
-
Sustained damage after delivery through improper handling or misuse.
-
Been used in a manner inconsistent with the supplied instructions.
Where an eligible return includes markers, accessories or other accompanying items, these must also be returned.
Complimentary promotional items and gift cards are generally not eligible for voluntary returns or exchanges, subject to applicable consumer rights.
3. Damaged, Defective or Incorrect Orders
If your purchase arrives damaged, contains an incorrect item or has a manufacturing defect, please contact us so we can investigate and assist you.
Email doodledreamsupport@gmail.com with your order number, a description of the problem, and clear photographs or videos showing the issue where possible.
We may arrange for the item to be returned and assessed before determining the appropriate resolution.
Damage caused after delivery by improper washing, unsuitable markers, accidental damage, misuse or failure to follow reasonable product instructions is not treated as a manufacturing fault.
Your rights to remedies for defective or non-compliant products under applicable South African law remain unaffected.
4. How to Request a Return
To submit a return request, please email:
Include the following information:
-
Your order number.
-
An explanation of the issue or reason for requesting a return.
-
Supporting photographs or videos, where relevant.
Please wait for our return instructions before sending any items back.
Authorisation to send an item for inspection does not automatically confirm that a refund has been approved.
5. Refund Processing
Where a refund has been approved, payment will be made back to the original payment method wherever possible.
Our usual refund-processing timeframe is 7–14 business days, subject to any shorter period required by law. The time taken for the funds to appear may also depend on your payment provider.
Delivery fees are ordinarily excluded from voluntary refunds, but applicable shipping charges will be refunded where required by law, including qualifying cases involving faulty or incorrectly supplied goods.
6. Your Consumer Rights
Nothing in this policy removes or limits rights available to customers under South Africa's Consumer Protection Act or Electronic Communications and Transactions Act.
Where those laws provide additional cancellation, return, repair, replacement or refund rights, the applicable legal requirements take priority over our standard store policy.