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Refunds & Returns Policy

Last Updated: June 2026

At Fintsy, we are committed to providing high-quality products and exceptional customer service. As many of our products are custom-made and personalised, please read this policy carefully before placing an order.

By placing an order with Fintsy, you agree to the terms outlined below.

Custom & Personalised Products

Many of the products sold by Fintsy are custom-made, personalised, printed, engraved, or otherwise created according to customer specifications.

Due to the customised nature of these products, they cannot be returned, exchanged, or refunded for:

  • Change of mind.

  • Incorrect information supplied by the customer.

  • Spelling, grammar, dates, names, phone numbers, or other details provided incorrectly by the customer.

  • Customer dissatisfaction where the final product matches the approved design proof.

  • Minor variations in colour, size, placement, or finish that are considered normal within the production process.

Please review all details carefully before approving your order.

Design Proof & Artwork Approval

Where a design proof, mock-up, preview, or artwork approval is provided, it is the customer’s responsibility to carefully review all aspects of the design before approval.

Approval confirms that:

  • All spelling and grammar are correct.

  • Names, dates, contact information, and wording are correct.

  • Colours, sizing, and layout have been reviewed and accepted.

  • The design is ready for production.

Once artwork has been approved and production has commenced, Fintsy cannot be held responsible for any errors that were present in the approved proof.

Additional design changes requested after approval may incur additional design and production fees.

Colour Variation Disclaimer

While we strive to accurately represent product colours, slight variations may occur due to:

  • Monitor and mobile screen settings.

  • Device display differences.

  • Printing processes.

  • Material types and textures.

  • Ink absorption on different surfaces.

Customers acknowledge that slight colour variations between on-screen previews and finished products are normal and do not constitute defects.

Damaged, Defective or Incorrect Items

If you receive an item that is:

  • Damaged during delivery,

  • Defective,

  • Manufactured incorrectly,

  • Different from your approved order,

please contact us within 7 calendar days of receiving your order.

To submit a claim, please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs showing the product and the problem.

Claims submitted after 7 days may not qualify for replacement or refund.

Upon review, Fintsy may offer:

  • A replacement product,

  • A repair,

  • Store credit,

  • A partial refund, or

  • A full refund.

The remedy offered will depend on the nature of the issue and will comply with applicable South African consumer protection legislation.

Non-Personalised Products

Non-custom products may be returned within 14 calendar days of delivery provided that:

  • The item is unused.

  • The item remains in its original condition.

  • Original packaging is included.

  • Proof of purchase is provided.

Customers are responsible for return shipping costs unless the return is the result of an error on our part.

Order Cancellations

Orders may be cancelled only before production begins.

Once production, printing, engraving, embroidery, cutting, or any customisation process has started, cancellation is no longer possible.

Where work has already commenced, Fintsy reserves the right to retain part or all of the payment to cover:

  • Design time,

  • Setup costs,

  • Materials purchased,

  • Labour performed,

  • Administrative expenses.

Production & Turnaround Times

Production and delivery timeframes displayed on our website are estimates only.

Turnaround times may vary due to:

  • Seasonal demand,

  • Public holidays,

  • Supplier delays,

  • Courier delays,

  • Equipment maintenance,

  • Load shedding,

  • Events beyond our reasonable control.

While every effort is made to meet estimated delivery dates, Fintsy cannot guarantee delivery by a specific date unless expressly agreed in writing.

Customers are encouraged to place time-sensitive orders well in advance.

Shipping & Delivery

Risk of loss or damage passes to the customer upon delivery by the courier.

Fintsy is not responsible for delays caused by:

  • Courier services,

  • Weather conditions,

  • Industrial action,

  • Customs processes,

  • Incorrect delivery information supplied by the customer,

  • Circumstances beyond our control.

We will, however, assist customers in resolving courier-related issues wherever possible.

Refund Process

Once a refund has been approved, funds will be returned via the original payment method used for the purchase.

Please allow 5–10 business days for the refund to reflect, depending on your financial institution or payment provider.

Original shipping charges are non-refundable unless the return is due to a verified defect or error by Fintsy.

Ownership of Goods

All products remain the property of Fintsy until full payment has been received and cleared.

Fintsy reserves the right to withhold production, delivery, or collection of goods where payment remains outstanding.

Sale Items

Items purchased during sales, promotions, clearance events, or marked as discounted may not be eligible for refund unless they are defective, damaged, or supplied incorrectly.

Consumer Rights

Nothing contained in this policy limits any rights afforded to consumers under the South African Consumer Protection Act (CPA).

Where applicable, customers will retain all statutory rights provided under South African law.

Contact Us

For any questions regarding returns, refunds, exchanges, or order issues, please contact us:

Fintsy
Email: fintsycreations@gmail.com

We value every customer and will always aim to resolve concerns fairly, promptly, and professionally.