Refunds & Returns
Supplier: Tania Kunnemann trading as HootStitch
Business address: 4 Steenbras Street, Tergniet, Grootbrakrivier, 6525, South Africa
Email: [email protected] | Telephone: +27 74 335 1351
HootStitch is not currently VAT-registered and does not charge VAT.
1. Scope
This policy covers physical products, embroidery services and digital products purchased from HootStitch. It distinguishes a statutory remedy from a voluntary change-of-mind exchange.
2. No additional voluntary exchange scheme
We do not offer an additional voluntary return or size-exchange scheme for correctly supplied, non-defective goods. Check the size guide and approved order specifications carefully. This does not exclude any return, cancellation or refund right provided by law.
3. Statutory rights
For goods that fail the applicable Consumer Protection Act quality requirements, the six-month implied warranty may entitle customers to return them at the supplier’s risk and expense and choose repair, replacement or refund. Applicable online cooling-off rights also remain available. Goods made after ordering are not automatically legally personalised. Genuinely personalised goods may fall within a cooling-off exception, but remain subject to applicable quality rights.
4. How to report an issue
Email [email protected] with your order reference, the issue and your requested remedy. Photographs can help us assess the problem; tell us if providing them is impractical. Keep the product available for assessment. We will arrange the appropriate return process and explain responsibility for transport costs. Where return costs are legally ours, we will not shift them to you.
Report visible transit damage promptly so we can investigate, but an arbitrary short reporting deadline does not replace statutory rights. Original packaging is helpful where available; its absence does not automatically defeat a valid claim.
5. Digital files and services
Contact us about missing, corrupted, incorrectly supplied or materially misdescribed files, or digitising that does not meet the agreed specification. We will investigate and provide the appropriate correction or other applicable remedy. We do not impose a blanket “all downloads are non-refundable” rule. Compatibility requirements and any lawful cancellation exception must be explained before purchase.
6. Refund processing
Once the remedy and amount are established, we aim to initiate the refund within seven working days, subject to any shorter legal requirement. Where ECTA cooling-off applies, refunds are due within 30 days of cancellation. This operational target does not postpone statutory obligations. Refunds normally return to the original payment source; EFT refunds require reasonable account verification. We do not require store credit instead of a refund where the law entitles you to money back. Bank processing can add time; we will confirm when we initiate payment.