Refund & Cancellation Policy

1. Everything we make is made to order

Gift boxes, cake toppers, cookie/clay cutters, and custom design requests are all made specifically for you after you order - we don't sell from pre-made stock. That's why this policy looks a little different to a typical retail store's.

2. Payment

Full payment is required before we start making your order - we don't ask for deposits or partial payments. For a custom quote, the price we give you is the full, final price (everything included), payable upfront before work begins.

3. Cancelling an order

You can cancel for a full refund any time before we've started making it - that is, while your order is still at "Pending payment" or "Paid" status. Once an order moves to "In Progress", we've already committed materials and time to it, so we can no longer guarantee a full refund - contact us anyway, though; we'll always try to find a fair solution (e.g. a partial refund) where we reasonably can.

To cancel, email us at hello@snowspoiledgifts.co.za with your order number as soon as possible - the earlier you let us know, the more likely we haven't started yet.

4. Changing an order

Spotted a typo or want to tweak a color/size? Let us know before we start making it and we'll update it at no extra charge. Once production has started, changes may not be possible without cancelling and re-ordering (see section 3).

5. Faulty, damaged, or incorrect items

If what you receive doesn't match what was agreed (wrong design, a manufacturing defect, or it arrived damaged in transit), we'll make it right - a free replacement or a full refund, your choice. Please contact us within 7 days of receiving your order, with a photo where possible, so we can sort it out quickly.

6. What isn't covered

Since every piece is custom-made to your specification, a refund isn't available for:

• Change of mind once production has already started (see section 3)
• An item that matches exactly what was agreed in the order/quote
• Damage caused after delivery (e.g. normal wear, misuse, or an accident on your end)

7. How refunds are paid

Approved refunds are paid back via EFT to your bank account, usually within 7 business days of approval.

8. Contact us

Snow Spoiled Gifts
Email: hello@snowspoiledgifts.co.za
Location: George, Western Cape, South Africa