Refund policy

At Done By Jess, we are committed to providing high-quality gift boxes and products that are carefully packaged and delivered with care. As many of our products include personalized items, perishable goods, and curated gift boxes, we have the following Returns & Refund Policy in place.

Returns

We do not accept returns for the following reasons:

  • Change of mind

  • Incorrect product selection by the customer

  • Personal preference after delivery

  • Personalized or customized products (unless they arrive damaged, defective, or incorrect)

  • Food, beverages, and other perishable products, unless they are defective upon delivery

  • Sale, clearance, or promotional items, unless required by applicable law

Please ensure that all order details, including product selections, personalization requests, and delivery information, are correct before completing your purchase.

Refunds

Done By Jess does not provide refunds for:

  • Change of mind

  • Incorrect orders placed by the customer

  • Incorrect or incomplete delivery information supplied by the customer

  • Delivery delays caused by the courier or circumstances beyond our reasonable control

  • Refusal to accept delivery

Approved refunds, where applicable, will be processed using the original payment method.

Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, or you receive the incorrect product, please notify us within 48 hours of delivery.

Please email us with:

  • Your order number

  • Clear photographs of the parcel and affected product(s)

  • A brief description of the issue

Once we have reviewed your claim, we will determine the most appropriate resolution. Depending on the circumstances, this may include:

  • A replacement product;

  • A repair (where applicable);

  • A store credit; or

  • A refund, where required by law.

Consumer Protection Act

Nothing in this policy is intended to limit or exclude any rights afforded to consumers under the Consumer Protection Act, 68 of 2008.

Where a product is found to be defective, unsafe, or not of good quality as contemplated by the Consumer Protection Act, customers may be entitled to the remedies provided under the Act. Each claim will be assessed on its individual merits and in accordance with applicable legislation.

Shipping Issues

Once your order has been collected by our courier partner, delivery times are subject to the courier's operational schedules. While we will gladly assist in tracking your shipment and resolving any delivery issues, Done By Jess cannot be held liable for delays caused by:

  • Adverse weather conditions

  • Public holidays

  • Load shedding

  • Natural disasters

  • Incorrect delivery information supplied by the customer

  • Other unforeseen courier-related delays

Contact Us

If you have any questions regarding this policy or need assistance with your order, please contact us:

Done By Jess

Email: shopdonebyjess@gmail.com

Phone & WhatsApp: 073 458 1738

Website: www.donebyjess.co.za

We appreciate your support and thank you for choosing Done By Jess. We are committed to providing exceptional products and customer service with every order.

This version strikes a good balance between protecting your business and complying with South African consumer law. It is also written in a style that is appropriate for a professional Shopify store.