Refund policy

If any product fails to be reasonably suitable for the specific purpose for which it is generally intended, you have 7 (seven) ordinary days within which to return it to us for a refund. The product must be in the same condition as it was when delivered to you for you to be entitled to a refund (excluding delivery costs).

If any product is defective or of poor quality, you have 6 (six) months after the delivery of your product to return it to us without penalty for a full refund or replacement, save for:

where the product by reason of its nature cannot be returned (including electronic vouchers)
The following issues will not render the product defective as aforesaid and will not entitle you to a replacement or refund:

faults resulting from normal wear and tear;
where you have altered or damaged the product;
where a toy is not suitable for your child because of his/her age and this was expressly indicated or reasonably obvious from the nature of the toy.
Your return must be presented in its original product packaging together with the tax invoice. We reserve the right to require proof of purchase of any items being returned.

All returns must be sent to the following address:

44 River Street,
Hopefield
7355

Should you wish to replace the product and the product purchased is unavailable, we will notify you and issue a full refund within 30 days after such notice.

Delivery costs are not refundable where the product fails to be reasonably suitable and we are not responsible for returns that do not reach us. In the event that that product is defective or of poor quality, all delivery costs will be refunded.

Customers who buy Sewing Machines through our supplier understand that training is only available at 44 River Street Street, Hopefield or when possible, sufficient online training material.  

Change-of-Mind Cancellations
Where a customer elects to cancel an order due to a change of mind, and where such a cancellation fee is permitted by applicable consumer law, the refund may be subject to a reasonable cancellation charge of up to 5% of the order value.

For orders paid by credit or debit card, this charge may include non-refundable payment gateway and transaction fees incurred in processing the original payment.

For orders paid by EFT or cash, a reasonable handling and administration charge of up to 2.5% may apply.

Any cancellation charge will be determined according to the circumstances of the cancellation and will not limit any statutory rights the customer may have under the Consumer Protection Act or other applicable legislation.

Made-to-Order & Customised Products

Products that are made-to-order, specially sourced, personalised, altered, embroidered, engraved, printed, cut, manufactured or otherwise customised specifically to a customer's requirements cannot be cancelled, returned or refunded due to a change of mind once production, customisation or procurement has commenced.

Customers are responsible for checking and approving all relevant details before confirming an order, including names, spelling, measurements, sizes, colours, designs, quantities and other customisation requirements.

Where production or procurement has not yet commenced, Heart & Home may agree to a cancellation. Any such cancellation may be subject to a reasonable cancellation charge to cover costs already incurred.

This exclusion does not apply where the goods are defective, unsafe, materially different from what was ordered, or where the customer is otherwise entitled to a repair, replacement, refund or other remedy under applicable South African consumer law.

For the avoidance of doubt, a customer's statutory rights under the Consumer Protection Act are not excluded by this policy.

Please note that servicing your sewing machine during its 1 year carry in warranty needs to be at an authorised dealer / service centre.