🔁 Returns & Refunds Policy

 

GENERAL RETURNS & REFUNDS POLICY

 

Due to the personalised and custom-made nature of many Sparkle Squad products, please read this policy carefully before placing your order.

 

✨ Custom & Personalised Items

    1.    Customised, personalised, or made-to-order items (including initials, names, colour selections, and build-your-own charms) are not eligible for return, exchange, or refund, unless the item is faulty or incorrect.

    2.    Once an order for a customised product has been confirmed and processed, it cannot be cancelled or amended.

 

📦 Standard (Non-Custom) Items

    3.    Standard, non-custom items may be returned within 14 days of delivery, provided that:

    •    The item is unused, unworn, and in its original condition

    •    The item is returned in its original packaging

    4.    Return shipping costs for non-custom items are the responsibility of the customer, unless the item is faulty or incorrect.

 

⚠️ Faulty or Incorrect Items

    5.    If you receive an item that is faulty, damaged, or incorrect, please notify us in writing within 14 days of delivery by emailing roxanne@thefrontdoor.co.za, including:

    •    Your order number

    •    A brief description of the issue

    •    Clear images of the item and packaging

    6.    Once the issue has been reviewed and approved, we will offer one of the following at our discretion:

    •    A replacement

    •    A repair

    •    A refund

 

💳 Refunds

    7.    Approved refunds will be processed back to the original payment method used at checkout.

    8.    Please allow 7–10 business days for refunds to reflect in your account once approved.

    9.    Shipping fees are non-refundable, unless the return is due to an error on our part.

 

📮 Returns via PUDO

    10.    All approved returns must be sent via PUDO Locker-to-Locker unless otherwise agreed in writing.

    11.    Sparkle Squad is not responsible for items lost or damaged during return transit. We recommend retaining proof of return.

 

✨ Final Notes

    12.    Colours, finishes, and materials may vary slightly due to screen settings and the handmade nature of our products. These variations do not constitute faults.

    13.    Sparkle Squad reserves the right to refuse returns that do not meet the conditions outlined above.