This Returns & Refund Policy explains how Heritage Made handles returns, refunds, exchanges, damaged items, defective products and order concerns.
Heritage Made creates handmade wooden products using natural materials. Each piece may have unique grain patterns, colour differences, knots, markings, texture and small natural variations. These differences form part of the character of handmade wooden products and are not regarded as defects.
If your product arrives damaged, defective, or not as ordered, please contact Heritage Made as soon as possible. Please include your order number, full name, a description of the issue, clear photos of the product and clear photos of the packaging if the item was damaged during delivery.
Once we have reviewed the issue, we may offer a repair, replacement, exchange, refund, or another suitable solution depending on the situation.
Natural wood grain differences, colour or tone variations, knots, markings, natural imperfections, small handmade variations, differences caused by screen or lighting display and texture differences caused by natural material are not considered defects.
Heritage Made products are handmade and may not look identical to mass-produced items.
If you would like to return a standard, non-custom product because you changed your mind, please contact us within 7 days of receiving your order.
The product must be unused, undamaged, in its original condition, returned with original packaging where possible and returned with proof of purchase.
Return courier costs for change-of-mind returns may be for the customer’s account unless otherwise agreed in writing. A refund may only be processed once the item has been received and inspected.
Custom, bespoke, personalised, or made-to-order products may not be eligible for return or refund if the product was made according to your specific instructions, design choices, measurements, or custom request.
This does not remove your rights if the product is defective, damaged, unsafe, or materially different from what was agreed.
If you receive the wrong product, please contact us as soon as possible. We will review the order and arrange a suitable correction where the error is confirmed. This may include replacement, collection, exchange, or refund depending on the circumstances.
If the courier packaging appears damaged on arrival, please take photos before opening the parcel where possible. If the product inside is also damaged, contact us with photos of both the packaging and product so we can assess the matter properly.
Approved refunds will be processed using the original payment method where possible. Refund processing times may depend on the payment provider, bank and internal review process.
Shipping fees may not be refundable for change-of-mind returns unless required by law or agreed in writing.
Where possible, Heritage Made may offer an exchange for another product. Because some products are once-off or handmade in small batches, the same item may not always be available.
If an exchange product is more expensive, the customer may need to pay the difference. If it is cheaper, the difference may be refunded or credited where appropriate.
Return courier costs will depend on the reason for the return. If the product is defective, damaged, or incorrect due to our error, Heritage Made may arrange or cover reasonable return courier costs.
If the return is due to change of mind, the customer may be responsible for return courier costs.
The following items may not be returnable unless defective or incorrectly supplied: custom-made products, personalised products, bespoke items made to customer specifications, used or damaged items, items not in their original condition and products damaged through misuse, neglect, incorrect care, or normal wear and tear.
Wooden products should be handled and cared for correctly. Damage caused by misuse, water exposure, excessive heat, incorrect cleaning, dropping, impact, or failure to follow care instructions may not qualify for a refund or exchange.
To request a return, please contact Heritage Made at hello@heritagemade.co.za. Include your order number, contact details, reason for return and photos where relevant.
Heritage Made may update this Returns & Refund Policy from time to time. The latest version will be published on this website.
