Last Updated: 7 September 2026

 

Refund & Returns Policy

 

At In Him® Studio, we want you to be happy with your purchase and are committed to providing quality products and a fair customer experience.

 

Because some of our products are produced to order, printed specifically for each order, personalised, or otherwise created according to customer specifications, returns are subject to the conditions set out below.

 

Nothing in this policy is intended to limit, exclude, or replace any rights or protections that a consumer may have under applicable South African law.

 

1. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, materially different from the product ordered, or otherwise does not meet the applicable requirements of the law, please contact In Him® Studio within 3 working days of receiving your order.  When a return is approved according to the terms and conditions set out in this policy, the return window is 14 days from the date of written approval by In Him Studio.

 

To help us assess the issue, we may request:

• Your order number;

• A description of the problem; and

• Clear photographs or other reasonable evidence of the damage, defect, or incorrect product.

 

Where a return is accepted because the product is defective, damaged, incorrectly supplied, or the issue is otherwise attributable to In Him® Studio or our fulfilment partner, the return will be handled at In Him® Studio’s risk and expense.

 

Depending on the circumstances and applicable law, the available remedy may include a repair, replacement, or refund.

 

2. Non-Defective Returns

In Him® Studio may accept returns of non-defective products, subject to the conditions of this policy and any applicable statutory rights.

 

Where a return is accepted for reasons such as:

• Change of mind;

• Incorrect size selected by the customer;

• Incorrect colour selected by the customer;

• Ordering the wrong product or variation;

• No longer wanting the product; or

• The product not being suitable for the customer’s personal preference or décor, where the product was accurately described,

the customer will generally be responsible for the direct cost of returning the product, unless applicable law provides otherwise.

 

Customers are therefore encouraged to carefully review product descriptions, sizing information, colour options, specifications, product images, and other relevant information before placing an order.

 

3. Statutory Cooling-Off Rights

Certain electronic transactions may be subject to statutory cooling-off rights under the Electronic Communications and Transactions Act 25 of 2002, where applicable.

 

Where a statutory cooling-off right applies, the customer may be entitled to cancel the transaction within the period prescribed by law.

 

Where permitted by applicable law, the customer may be responsible for the direct cost of returning the product.

 

Statutory cooling-off rights may not apply to certain products, including products made according to a customer’s specifications or clearly personalised products.

 

Where a statutory right applies, In Him® Studio will comply with the applicable legal requirements.

 

4. Made-to-Order and Personalised Products

Products made according to a customer’s specifications or personalised specifically for the customer are generally not eligible for return due to change of mind.

 

This may include, where applicable:

• Personalised products;

• Custom products;

• Made-to-order products;

• Products produced specifically according to customer specifications; and

• Digital products or downloads once supplied or accessed, where permitted by law.

This exclusion does not affect any statutory rights that cannot lawfully be excluded.

 

5. Return Shipping Costs

The responsibility for return shipping costs depends on the reason for the return.

 

Where the product is defective, damaged or incorrectly supplied:

In Him® Studio will bear the reasonable cost of returning the product, where the return qualifies for a remedy under applicable law or the issue is attributable to In Him® Studio or our fulfilment partner.

 

Where a non-defective return is accepted:

The customer will generally be responsible for the direct cost of returning the product, unless applicable law provides otherwise.

 

Where a return is accepted as a goodwill gesture:

In Him® Studio may, at its discretion, agree to a return that is not otherwise required under this policy or applicable law. In such circumstances, the customer will generally be responsible for the return shipping costs unless otherwise agreed in writing.

Please do not send any product back without first contacting In Him® Studio and receiving return instructions.

 

6. Condition of Returned Products

Where a non-defective return is accepted, the product should be returned in an appropriate condition, taking into account the nature of the product and any rights provided by applicable law.

 

Products may be inspected upon return to determine whether the reported issue or reason for return is consistent with the customer’s request.

 

A product may not qualify as a defective-product return where the damage or fault resulted from circumstances such as:

• Normal wear and tear;

• Misuse or abuse;

• Incorrect use;

• Failure to follow care or usage instructions;

• Accidental damage occurring after delivery;

• Unauthorised alteration or modification; or

• Damage not attributable to a manufacturing or product defect.

This does not affect any rights the consumer may have under applicable law.

 

7. Refunds

 

Refund Processing Timeframe

Once a return has been received and assessed, and a refund has been approved, In Him® Studio will generally process the refund within 7–14 business days.

 

The time taken for the refunded amount to reflect in the customer’s account may vary depending on the payment provider or financial institution used for the original transaction.

 

Where applicable South African law requires a refund to be processed within a specific period, the applicable statutory timeframe will take precedence.

 

8. Return Authorisation

Customers must contact In Him® Studio before returning a product.

 

Please provide:

• Your order number;

• The reason for the return; and

• Any photographs or supporting information reasonably requested.

 

We will assess the request and, where appropriate, provide the relevant return instructions.

 

Unauthorised returns may result in delays in processing the request.

 

9. Statutory Consumer Rights

This policy is intended to operate alongside, and not in place of, the rights and protections provided to consumers under applicable South African law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002, where applicable.

 

Where a mandatory statutory right applies, that right will prevail over any conflicting provision of this policy.

 

10. Contact Us

If you have a question about a return, refund, damaged product, defective product, or any other issue relating to your order, please contact In Him® Studio through the contact details provided on our website.

 

We will endeavour to handle all return and refund requests fairly, reasonably, and in accordance with applicable law.

 

In Him® Studio

Email: info@inhimstudio.co.za
Website: www.inhimstudio.co.za

 

Please include your order number and relevant photographs where applicable.