Refund and Returns Policy

Returns & Refunds Policy

Oh It’s Personal
Effective Date: 18/02/2026

1. Overview

At Oh It’s Personal, all products are custom-made and personalised according to the details provided by the customer at the time of order.

Due to the customised nature of our products, we have a strict returns and refunds policy, outlined below in accordance with the Consumer Protection Act (CPA).

By placing an order with us, you agree to this policy.

2. Personalised & Custom-Made Items

All personalised, customised, and made-to-order items are non-refundable and non-returnable, unless:

  • The item is defective
  • The item was damaged during delivery
  • The item was manufactured incorrectly (error made by Oh It’s Personal)

We do not offer refunds or exchanges for:

  • Spelling errors approved by the customer
  • Incorrect information provided by the customer
  • Change of mind
  • Event cancellations
  • Late orders due to customer delay in approving proofs

3. Order Approval Responsibility

Customers are responsible for:

  • Carefully reviewing all spelling, dates, and design details before submitting their order
  • Reviewing and approving digital proofs (if applicable)

Once an order has been approved and production has started, no changes can be made.

4. Damaged or Defective Items

If you receive a damaged or defective item:

  • You must notify us within 48 hours of receiving your order.
  • Email us at: info@ohitspersonal.co.za
  • Include clear photographs of the product and packaging.

If the issue is confirmed to be our error, we will:

  • Replace the item at no additional cost, or
  • Issue a refund (at our discretion)

We reserve the right to request the return of the item before processing a replacement or refund.

5. Courier & Delivery Issues

Oh It’s Personal is not responsible for:

  • Delays caused by courier companies
  • Incorrect addresses supplied by customers
  • Failed delivery attempts

Once an order has been handed to the courier, risk passes to the customer in accordance with the Consumer Protection Act.

However, we will always assist in tracking your parcel and resolving delivery issues where possible.

6. Cancellation Policy

Because our products are custom-made:

  • Orders may only be cancelled within 12 hours of placement (if production has not started).
  • If production has started, cancellations will not be permitted.

If a cancellation is approved, a processing fee may apply to cover administrative and design costs.

7. Refund Processing

If a refund is approved:

  • Refunds will be processed within 7–14 business days.
  • Refunds will be made using the original payment method.
  • Banking fees or transaction costs may be deducted.

8. Incorrect Orders Placed by Customers

We are not responsible for:

  • Spelling errors submitted during checkout
  • Incorrect product selections
  • Incorrect colour choices
  • Incorrect sizing choices

Please double-check all details before confirming your order.

9. Sale Items

Sale or discounted items are strictly non-refundable and non-exchangeable unless defective.

10. Force Majeure

Oh It’s Personal shall not be held liable for delays or inability to fulfil orders due to events beyond our control, including but not limited to:

  • Load shedding
  • Courier strikes
  • Natural disasters
  • Government restrictions

11. Contact Information

For any returns or refund queries, please contact:

Oh It’s Personal
Email: info@ohitspersonal.co.za
Location: South Africa

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