Refund policy
At Ashleigh’s Customs, we take pride in delivering high-quality, personalized products. We understand that sometimes issues may arise, and we are committed to resolving them fairly and efficiently. Please review our return and refund policy below.
1. Eligibility for Returns and Refunds
Customers have up to 10 working days from the date of receiving their order to request a refund. Refunds are only applicable in cases where there is a manufacturing fault or defect in the product. Please note that refunds will not be granted for errors resulting from customer-provided information, such as incorrect customization details, sizes, colors, or designs.
2. How to Request a Return or Refund
To initiate a return or refund request, please contact our customer service team at support@ashleighscustoms.co.za within the 10-working-day window, providing your order number and details of the fault. We will provide instructions for returning the item(s).
3. Return Shipping
Customers are responsible for the cost of shipping any items back to us. We recommend using a trackable shipping service to ensure your return is safely delivered. Ashleigh’s Customs is not responsible for any items lost or damaged during return shipping.
4. Evaluation Process
Once we receive the returned item, our team will thoroughly evaluate it to determine whether the issue was caused by a manufacturing fault. Please allow up to 7 working days for the evaluation process to be completed. If a manufacturing fault is found, we will offer one of the following:
- A full refund
- A replacement item
- A repair, if applicable
5. Non-Refundable Items
We cannot offer refunds or replacements for:
- Custom products with errors that are a result of incorrect information provided by the customer
- Items that show signs of misuse or damage caused by the customer
- Items returned after the 10-day window has expired
6. Refund Method
If a refund is approved, it will be processed via the original payment method within 10 working days of confirmation. Please note that it may take additional time for the refund to reflect in your account, depending on your payment provider.
7. Contact Us
For any questions or further clarification about our return and refund policy, please reach out to our customer service team at support@ashleighscustoms.co.za.
Thank you for choosing Ashleigh’s Customs! We value your business and are committed to ensuring you’re satisfied with your purchase.