RETURNS, EXCHANGES AND REFUNDS POLICY

Firefly Design

Last updated: 9 October 2026

At Firefly Design, we want you to love your purchase. If something isn't right, we will do our best to help.

This policy explains how to request a return, exchange or refund for products purchased through www.fireflydesign.co.za.

It applies to purchases made directly from Firefly Design and must be read together with our Terms and Conditions and any rights you may have under South African law, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Nothing in this policy is intended to limit or exclude any consumer right that cannot lawfully be limited or excluded.

1. Contact us before returning a product

All returns must be arranged with Firefly Design before a product is sent back.

To request a return, exchange or refund, please fill in the return form available on our website.

Please include:

• Your full name.
• Your order number.
• The name of the product you purchased.
• The date you received the product.
• The reason for the return.
• Photographs, videos or other supporting information, where relevant.

For damaged, defective or incorrect products, please include photographs or videos of the product and packaging where reasonably possible.

We will assess your request and provide instructions for the return, including the applicable return method and address.

Please do not send a product back without first contacting us, as this may delay processing.

As products are made to order, compelling reasons must be provided and approved by the Firefly Design team for a return to be processed.

Refunds for approved returns

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

If approved, the refund will be processed using the original payment method where reasonably possible, subject to the applicable payment provider's processes.

2. Personalised and custom-made products

Some Firefly Design products may be personalised or made according to customer specifications.

Because these products are prepared specifically for you, please carefully check all names, spelling, personalisation details, size selections and other information before placing your order.

If a personalised product is substantially defective, damaged or incorrectly made due to an error by Firefly Design, please contact us so that we can resolve the matter.

Where a personalisation error results from information supplied incorrectly by the customer, we will consider the circumstances and advise whether a correction or replacement is possible and whether any additional costs apply.

3. Damaged, defective or faulty products

We take care when preparing and dispatching orders. If your product arrives damaged, is faulty or develops a qualifying defect, please contact us as soon as reasonably possible after discovering the issue.

Please email us with your order number, a description of the issue and photographs or videos where available.

We may ask reasonable questions or arrange an inspection to establish the nature of the issue.

Where a product qualifies for a remedy under the CPA or other applicable law, we will provide the remedy required by law. Depending on the circumstances and your statutory rights, this may include repair, replacement or refund.

4. Incorrect products or products not as described

If you receive a product different from the one you ordered, or a product that materially differs from its description or agreed specifications, please contact us promptly.

Please include your order number and photographs or videos showing the product received, where possible.

We will investigate and arrange an appropriate remedy. Depending on the circumstances, this may include collecting the incorrect product, sending the correct product, replacing the product or issuing a refund. This will be entirely at the discretion of Firefly Design. 

5. Exchanges

If you would prefer a different product or size, please contact us to check availability.

Exchanges are subject to stock availability and the condition of the original product.

If the replacement product costs more, you will be required to pay the difference. If it costs less, we will arrange the appropriate refund or adjustment.

Personalised products cannot be exchanged.

6. Refund processing

Once a return has been received and assessed, we will notify you of the outcome.

Approved refunds will ordinarily be made to the original payment method. If that is not reasonably possible, we will contact you to agree on an appropriate alternative.

The time it takes for the funds to reflect in your account may depend on your bank or payment service provider.

7. Products purchased on promotion or sale

Products purchased on promotion or at a discounted price will be refunded at the price paid at the time of the purchase, if the refund is approved under item 6. 

8. Important product-care information

Please follow the care, handling and usage instructions supplied with your Firefly Design product.

Damage resulting from misuse, accidental damage after delivery, unauthorised modification or failure to follow the product's instructions will affect eligibility for a return or a claim.

9. Our commitment to fair treatment

We aim to handle every return request fairly, consistently and within a reasonable time.

If you have an issue with your purchase, please contact us first. We will review the circumstances and work with you towards an appropriate resolution.

10. Contact us

For returns, exchanges, refunds or product-related enquiries, please contact:

Firefly Design

Website: www.fireflydesign.co.za

Email: marksinoff@yahoo.com

Please include your order number in all correspondence so that we can assist you as efficiently as possible.

Thank you for shopping with Firefly Design. We appreciate your support and the opportunity to bring a little light to your little world.