Refund policy

Returns & Refunds Policy

Effective Date: 9 September 2026

At OBL Crafts, our products are made to order, and many of our products are personalised specifically for each customer. Because of this, we have a specific returns and refunds policy for personalised and made-to-order products.

1. Made-to-Order Products

Our books and other personalised products are made to order.

Orders are produced within 3–5 business days from receipt and confirmation of payment. This production period does not necessarily include the delivery time. Delivery timeframes will depend on the selected delivery method and destination.

Once an order has entered production, changes or cancellations may not be possible.

2. Personalised Products

Due to the customised nature of our products, personalised items cannot be returned or refunded simply because the customer has changed their mind, no longer wants the product, ordered the incorrect item, or provided incorrect personalisation details.

Customers are responsible for carefully checking all information provided to OBL Crafts before an order is confirmed, including:

  • Child’s name and spelling
  • Names, wording or other personalised information
  • Product selection
  • Any other details supplied for personalisation

Once production has started, we may not be able to make changes to the order.

3. Incorrect Spelling or Personalisation Error

We understand that mistakes can happen.

If OBL Crafts produces a personalised item with incorrect spelling or personalisation that differs from the information correctly supplied and confirmed by the customer, please contact us as soon as possible after receiving the order.

We will review the issue and, where the error is confirmed to be ours, we will provide an appropriate remedy, which may include:

  • Reproducing the affected item; or
  • Replacing the affected item; or
  • Another reasonable remedy agreed upon with the customer.

The customer will not be responsible for reasonable costs associated with correcting an error that was made by OBL Crafts.

However, where the spelling or personalisation error resulted from information incorrectly supplied or approved by the customer, the order will not qualify for a return, refund or free replacement.

4. Design Errors

Where OBL Crafts has made a material design or production error that differs from the design or specifications agreed upon with the customer, please contact us so that we can assess the issue.

Where the error is confirmed to be ours, we will determine the appropriate remedy, which may include a correction, replacement or other reasonable solution.

Minor variations in colour, positioning or appearance may occur between a digital design displayed on a screen and the final printed product. These variations are not necessarily considered a production defect.

5. Damaged or Incorrect Items

If your order arrives damaged or you receive an item that is different from what you ordered, please notify OBL Crafts as soon as possible after delivery.

Please provide clear photographs of the item and packaging where applicable so that we can assess the issue and determine the appropriate remedy.

6. Change-of-Mind Returns

We do not accept change-of-mind returns on personalised or made-to-order products.

This includes products where the customer:

  • Changes their mind after placing the order
  • No longer requires the product
  • Provides incorrect personalisation details
  • Provides an incorrect spelling
  • Selects the incorrect product, size or specification
  • Changes their preferred design after production has started

We encourage customers to review their order carefully before payment and production.

7. Refunds

Refunds are not automatically provided for personalised or made-to-order products.

Where a refund is appropriate due to an error or issue attributable to OBL Crafts, the refund will be assessed on a case-by-case basis and processed using the applicable payment method where reasonably possible.

Where an order has not yet entered production, OBL Crafts may, at its discretion, consider cancellation requests. Once production has commenced, cancellation may no longer be possible.

8. Delivery Delays

The 3–5 business-day timeframe refers to production, starting from confirmation of payment. It does not constitute a guaranteed delivery date.

OBL Crafts is not responsible for delays caused by third-party courier services, incorrect or incomplete delivery information supplied by the customer, public holidays, unforeseen circumstances or events outside our reasonable control.

Customers are responsible for providing accurate delivery information when placing an order.

9. How to Report an Issue

If there is an issue with your order, please contact us as soon as possible after receiving it.

Please include:

  • Your order details
  • A description of the issue
  • Clear photographs where relevant
  • Any other information reasonably required to assess the matter

We will review the issue and communicate the available resolution.

10. Policy Changes

OBL Crafts reserves the right to update this Returns & Refunds Policy from time to time. The latest version will be published on our website and will apply to orders placed after the updated policy takes effect.

By placing an order with OBL Crafts, you acknowledge that you have read and accepted this Returns & Refunds Policy.


OBL Crafts
Website: oblcraft.co.za

Last updated: 9 September 2026