Returns
We do not accept returns for refund or exchange, at the exception of items damaged in transit.
To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Contact us at hello@iwana.co.za with a picture of the product within 7 days of delivery and ship the items back within 14 days of delivery.
We don’t accept cancellations but please contact us if you have any problems with your order. Custom or personalised orders can’t be returned or exchanged because of the nature of these items, unless they arrive damaged or defective. Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Note: Each item is individually hand-mixed, handcrafted, poured and painted. There will be slight variations in color, finish and surface texture. It would not included in “DAMAGED & DEFECTS” policies.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your bank card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@iwana.co.za.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@iwana.co.za.
Shipping
To return your product, please send us an email at hello@iwana.co.za.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
