Refund policy
Cancellation, Refund and Penalties Policy:
1. We will replace defective or damaged items. You are responsible for incorrect orders. Returns or exchanges of non-TLC Online products require undamaged packaging.
2. We reserve the right to refuse processing of payment for any order and/or to cancel any purchase, either partially or entirely, with notice provided to you.
3. If payment is made based on a quotation, any cancellation must be communicated via email within two (2) business days.
4. As we exclusively manufacture customised, made-to-order products, the following cancellation charges apply:
4.1. If the order is cancelled within two (2) days of order placement, quote acceptance, and deposit payment, a cancellation fee of 25% of the order value shall be forfeited from the advance made at the time of order booking. This includes deductions for any consultation fees and a 2.5% transaction fee. Additionally, if materials have been ordered and paid for by us, the cost of materials will also be deducted from the refund.
4.2. If cancelled between the 3rd and 7th day, 50% of the order value shall be forfeited.
4.3. Orders cannot be cancelled after the 7th day from the date of order placement, quote acceptance, and deposit payment. The Client acknowledges that products ordered in terms of this agreement are “special order goods” as set out in sections 17 and 20 of the Consumer Protection Act No. 68 of 2008 (“CPA”).
Please be aware of this policy before finalising your order.
5. Refunds for cancelled orders made through our website using PayFast
payments may take 5-10 business days to reflect in the original account used for payment.
6. In the unlikely event that we process a refund for a custom, made-to-order project, kindly allow at least seven working days for the transaction to be completed.