Last updated: September 2026
At René Lubbe Creations (RLC), we take great care in creating, selecting, packaging and delivering our products and want you to be happy with your purchase.
Many of our products are handcrafted or fragile, so we ask that you please read the following Returns, Refunds & Exchanges Policy carefully before placing your order.
Nothing in this policy is intended to limit any rights you may have under applicable South African consumer legislation.
1. Online Purchases – Change of Mind
For eligible products purchased through our online store, please notify us in writing within 7 days of receiving your order if you wish to return an item because you have changed your mind.
All return requests must be emailed to:
To be eligible for a change-of-mind return, the product must be:
- unused and in its original condition;
- returned with all original components and packaging, where applicable; and
- securely packaged and protected for the return journey.
Please do not return a product before contacting us. Once your return request has been received, we will provide you with the appropriate return instructions and delivery details.
The customer is responsible for the direct cost of returning a change-of-mind purchase to RLC.
Where a statutory cooling-off right applies, refunds will be processed in accordance with applicable South African consumer legislation.
2. Returning Fragile Products
Many RLC products are fragile. We therefore ask that particular care be taken when returning an item.
For a customer-arranged change-of-mind return, you are responsible for ensuring that the product is securely packaged and reaches RLC safely.
We strongly recommend:
- using the original protective packaging where possible;
- ensuring that the product cannot move freely inside the parcel;
- using sufficient protective packaging around fragile items; and
- using a trackable courier service.
RLC cannot accept responsibility for items lost or damaged during return transit arranged by the customer.
If a returned product arrives damaged due to inadequate packaging or handling during a customer-arranged return, this may affect your eligibility for a refund, subject to applicable consumer law.
3. Refunds
Returned products will be inspected once received by RLC.
Where a refund is approved, it will be processed using the original payment method wherever reasonably possible and within the period required by applicable law.
Please allow additional time for your bank or payment provider to process and reflect the refund after it has been issued by RLC.
For change-of-mind returns, the customer is responsible for the cost of returning the product to RLC.
Where legislation requires RLC to refund other amounts paid in connection with an eligible online transaction, those amounts will be handled in accordance with the applicable legislation.
4. Damaged, Defective or Incorrect Products
We take great care when checking and packaging orders before dispatch.
If your order arrives damaged, broken or incorrect, please email us at renelubbe@rlcreations.co.za within 48 hours of delivery, wherever reasonably possible.
Please include:
- your name and order number;
- a description of the problem;
- clear photographs of the product;
- photographs showing the damage or defect; and
- photographs of the inner and outer packaging where the item was damaged during delivery.
Please retain the damaged product and all packaging until we have reviewed your claim.
Once the issue has been assessed and confirmed, we will advise you of the appropriate next steps. Where RLC supplied an incorrect, damaged or defective product, RLC will cover reasonable return or replacement delivery costs where applicable.
The 48-hour notification request helps us investigate courier-related damage promptly and does not remove any statutory rights you may have in relation to defective goods.
5. Handcrafted Products & Natural Variations
Part of the character of an RLC handcrafted product is that no two pieces will necessarily be identical.
Our handcrafted pieces may feature subtle variations in:
- colour;
- pattern;
- texture;
- placement of decorative elements;
- surface appearance; and
- finish.
Small air bubbles, slight colour variations and other minor characteristics may also occur naturally during the handcrafted process.
These characteristics contribute to the individuality of each piece and are not automatically considered defects.
Where applicable, this information will also be included in the individual product description so that customers can consider the nature of a handcrafted product before purchasing.
This does not affect your rights where a product has a genuine defect, significant damage or does not reasonably correspond with the product ordered.
6. Fragrance Products
For hygiene, product-integrity and quality reasons, opened or used fragrance products cannot be returned simply because you have changed your mind or do not like the fragrance, to the extent permitted by applicable law.
This includes opened or used fragrance oils, diffuser liquids and other fragrance products.
This restriction does not affect your rights if the product is defective, damaged, leaking on arrival, incorrectly supplied, or where you otherwise have a statutory right to return the product.
7. Custom, Special-Order & Personalised Products
Products that are:
- made specifically to your requirements;
- made to your specifications;
- specially commissioned; or
- clearly personalised
cannot be returned simply because you have changed your mind where the applicable legislation excludes such products from the statutory cooling-off right.
This does not affect your rights if the product is defective, damaged or materially different from what was agreed when the order was placed.
8. Gift Boxes & Curated Sets
Where products are purchased as a gift box, curated set or bundled collection, the complete set must be returned for a change-of-mind return.
Individual products cannot be removed from a set and returned separately for a partial refund.
All products and components of the set must be unused, complete and returned in their original condition and packaging where applicable.
If an individual product within a gift set arrives damaged, defective or incorrectly supplied, please contact us so that we can assess that specific item without necessarily requiring the entire gift set to be returned.
9. Sale & Clearance Products
Purchasing a product on sale or clearance does not remove any statutory rights that apply to the transaction.
For online purchases, eligible sale and clearance products will therefore be handled in accordance with applicable South African consumer legislation, including any statutory cooling-off rights that apply.
Where a product has been reduced because of a specific disclosed imperfection or characteristic, that imperfection will be clearly communicated before purchase where applicable. A disclosed characteristic that the customer knowingly accepted will not automatically constitute a defect.
10. Market & In-Person Purchases
For products purchased in person at markets, pop-ups or other physical RLC sales locations, we do not offer voluntary returns or refunds simply because you have changed your mind, selected the wrong product or later decide that the product does not suit your décor or preferences.
Please therefore inspect and consider your product carefully before purchasing.
This does not affect your statutory rights where a product is genuinely defective, unsafe, damaged or otherwise fails to meet the standards required by applicable consumer legislation.
11. Exchanges
Where appropriate, RLC may offer an exchange or replacement depending on the circumstances and product availability.
Where an item is genuinely defective, applicable South African consumer legislation may provide the customer with specific rights regarding a repair, replacement or refund. Those statutory rights take precedence over this policy.
12. How to Request a Return
All formal return, refund, exchange and damaged-product requests must be submitted by email.
Please email:
Include your:
- full name;
- order number or proof of purchase;
- reason for the return; and
- photographs where the product is damaged, defective or incorrectly supplied.
Please do not send a product back to us before your return has been discussed and the return instructions have been provided.
Our return address and/or appropriate PUDO or courier details will be supplied once the return process has been arranged.
WhatsApp may be used for general product and order enquiries, but return and refund requests must be submitted by email so that we can maintain an accurate record and ensure that your request is properly attended to.
13. Consumer Rights
This Returns, Refunds & Exchanges Policy operates alongside applicable South African consumer legislation, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.
Nothing in this policy is intended to exclude, restrict or replace any consumer right that cannot lawfully be excluded or restricted.
Need Help?
If you have a general question about an RLC product or order, you are welcome to contact us.
For all formal returns, refunds, exchanges, damaged products or return-related matters, please email: