Refund & Return Policy

We stand behind every batch we pour. If something arrives damaged, incorrect, or not as described, we will make it right. Our policy is designed to be fair to you while reflecting the reality of small-batch artisan production.

If your order arrives damaged or you receive the wrong item, email us at support@claudis.co.za within 5 business days of delivery with:

• Your order number
• A brief description of the issue
• A photo of the damaged or incorrect item

We will arrange a replacement or full refund at no cost to you. You do not need to return damaged items unless we specifically request it.

In accordance with the Consumer Protection Act 68 of 2008, you may return an item within 5 business days of delivery if you change your mind, provided:

• The item is unused and in its original, undamaged packaging.
• The item is not a custom or personalised product (see below).
• You notify us by email before returning anything.

Return shipping costs are your responsibility for change-of-mind returns. Once we receive the item in acceptable condition, we will issue a refund within 7 business days.

• Custom-labelled or personalised products (once design approved and produced).
• Sample kits (these are curated specifically for you).
• Items that have been used or that show signs of burning.
• Items returned without prior notification.

Approved refunds are processed to the original payment method within 7 business days of us receiving and assessing the returned item (or immediately for damaged/incorrect items not requiring return). PayFast processing times may add 1–3 additional business days.

Wholesale and hospitality orders are governed by the terms agreed at the time of order. See our Wholesale Terms for details. Damaged goods claims follow the same 5-business-day notification window above.

support@claudis.co.za · Mossel Bay, Western Cape