Refund policy

Returns and Refund Policy

At The House of Names, each personalised item is carefully embroidered according to the information supplied by the customer. Please review all names, dates, spelling, colours, sizes and other customisation details carefully before completing your order.

30-Day Return Policy

We offer a 30-day return period on eligible non-personalised products. You have 30 days from the date you receive your order to request a return.

To qualify for a return, the item must:

Be unworn, unused and unwashed;
Be in the same condition in which it was received;
Have all original tags attached;
Be returned in its original packaging; and
Be accompanied by proof of purchase.

To request a return, contact us at support@thehouseofnames.co.za and provide your order number and reason for the return.

We will email you the return address when your return is approved.

We will provide return instructions once your request has been reviewed. Products returned without first receiving return approval may not be accepted.

Unless the product is defective, damaged, incorrect or not made according to the confirmed order, the customer is responsible for return delivery costs.

Personalised and Custom-Made Products

Products embroidered or personalised with a surname, name, date, wording, colour or other customer-selected detail are made specifically for the customer.

Because these products cannot ordinarily be resold, personalised or custom-made items cannot be returned, exchanged or refunded because of:

A change of mind;
Incorrect spelling or information supplied by the customer;
Selecting the incorrect size, colour or product;
No longer wanting or needing the product; or
Disliking customisation that matches the details submitted or approved with the order.

Customers are responsible for ensuring that all customisation details and sizing selections are correct before submitting an order.

This personalised-product exclusion does not apply where an item is defective, damaged, incorrectly supplied or materially different from the confirmed order.

Damaged, Defective or Incorrect Products

Please inspect your order as soon as it is delivered.

If your product arrives damaged, has a manufacturing defect, contains an embroidery error made by The House of Names, or differs from the confirmed order, contact us at support@thehouseofnames.co.za as soon as reasonably possible.

Please provide:

Your order number;
A description of the problem; and
Clear photographs showing the product, embroidery and affected area.

Once the issue has been assessed and confirmed, we will arrange an appropriate remedy in accordance with applicable South African consumer law. Depending on the circumstances, this may include repairing the product, replacing it or issuing a refund.

The House of Names will cover reasonable return delivery costs where we confirm that the product is defective, damaged, incorrect or not made according to the confirmed order.

Normal wear and tear, incorrect washing, misuse, accidental damage or alterations made after delivery are not regarded as manufacturing defects.

Sizing

Customers are responsible for checking the applicable size guide before ordering.

Personalised products cannot be returned or exchanged because the wrong size was selected by the customer. However, if The House of Names supplies a size different from the size stated in the confirmed order, please contact us so that we can correct the issue.

Sale Items and Gift Cards

Gift cards cannot be returned or exchanged for cash except where required by law.

Sale items are subject to the same personalised-product conditions described above. Nothing in this policy limits a customer’s rights regarding defective, damaged or incorrectly supplied products merely because an item was purchased on sale.

Exchanges

Eligible non-personalised products may be exchanged, subject to availability and approval.

Personalised products cannot be exchanged because of a change of mind, incorrect customer-supplied information or an incorrect size selected by the customer.

Where The House of Names is responsible for an error or confirmed defect, we will arrange the appropriate repair, replacement or refund.

Refunds

Once we receive and inspect an approved return, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 10 business days. The time taken for the funds to reflect may depend on your bank or payment provider.

Original delivery charges and customer-paid return costs are not refundable for change-of-mind returns unless required by law.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@thehouseofnames.co.za.

Consumer Rights

This policy is intended to operate in accordance with the Consumer Protection Act 68 of 2008 and other applicable South African laws. Nothing in this policy is intended to unlawfully restrict or remove any rights or remedies available to a customer under applicable legislation.