Refund policy

Return and Refund Policy

Thank you for shopping with NhluvukoM. We value your satisfaction and aim to provide high-quality, made-to-order items. Due to the custom nature of these products, please read our return and refund policy carefully.

Custom and Made-to-Order Items:

  1. No Returns or Exchanges:

    • Unless they are defective or damaged upon arrival, made-to-order items are custom-made based on your specifications and, therefore, cannot be returned or exchanged.

  2. Order Cancellations:

    • Orders for made-to-order items can be canceled within 24 hours of placing the order. After this period, we begin the production process, and cancellations are not permitted.

Defective or Damaged Items:

  1. Reporting Issues:

    • If your item arrives defective or damaged, please contact us within 7 days of receiving your order at byn.maluleke@gmail.com.
    • Provide your order number, a description of the issue, and photos of the defective or damaged item.

  2. Resolution Process:

    • Upon verification of the defect or damage, we will offer a replacement or a full refund, including shipping costs.
    • If a replacement is not feasible, we will provide a full refund.

Non-Custom Items:

  1. Returns:

    • Non-custom items can be returned within 30 days of delivery for a full refund or exchange, provided they are in their original condition and packaging.
    • The customer is responsible for return shipping costs unless the item was defective or incorrect.

  2. Refund Process:

    • Once we receive the returned item and verify its condition, we will process the refund to your original payment method within 7-10 business days.

How to Initiate a Return or Report an Issue:

  1. Contact Us:

    • Email us at byn.maluleke@gmail.com with your order number and details of your request.
    • For defective or damaged items, include photos and a description of the issue.

  2. Return Authorization:

    • We will provide you with a return authorization number and instructions for returning the item, if applicable.

  3. Shipping Returns:

    • Please package the item securely and include the return authorization number inside the package.

Important Notes:

  • Inspection:
    • All returns are subject to inspection. Items that show signs of wear or alteration will not be accepted.

Contact Information:

  • Customer Support:
    • For any questions or concerns regarding your order, please contact our customer support team at byn.maluleke@gmail.com

Thank you for your understanding and for shopping with us!

Best regards, Nhluvuko Maluleke