GUILDFREE RETURNS & REFUNDS POLICY

Last Updated: 1 September 2026

At Guildfree, many of our products are handmade and may be produced specifically for each customer. For hygiene, safety and quality reasons, we have specific conditions regarding returns and refunds.

1. Handmade and Custom Products

Once a handmade or custom product has been made specifically for your order, it may not be eligible for return simply because you have changed your mind.

Customers are encouraged to carefully review their order before confirming payment.

2. No Returns on Used or Opened Products

For hygiene and safety reasons, Guildfree cannot accept returns of products that have been:

- Used

- Opened or unsealed where applicable

- Damaged after delivery due to improper handling or storage

3. Damaged or Incorrect Orders

If you receive an incorrect item or a product that appears to have been damaged before or during delivery, please contact Guildfree as soon as reasonably possible after receiving your order.

Where applicable, we may request:

- Your order details

- Clear photographs of the product and packaging

- A description of the problem

Each case will be assessed individually.

Where a product is confirmed to be faulty, damaged before delivery or incorrectly supplied, Guildfree will work with the customer to provide an appropriate remedy in line with applicable consumer protection requirements.

4. Refunds

Approved refunds, where applicable, will be processed using an appropriate method agreed upon by Guildfree and the customer.

Refund processing times may vary depending on the original payment method and financial service provider.

5. Exchanges

Exchanges may be considered where an incorrect or defective product has been supplied.

Products cannot be exchanged after use or where hygiene and safety requirements prevent resale.

6. Change of Mind

A change of mind does not automatically qualify an order for a refund or return, particularly where a product has been custom-made or production has already started.

Nothing in this policy removes any rights customers may have under applicable South African consumer protection laws.

7. Contact Us

If you have a problem with your order, please contact Guildfree through our official communication channels and provide your order details.

Guildfree values customer satisfaction and will reasonably assess genuine product or order concerns.

Physical Products

Return Window

You may return physical products within 30 days of delivery for a full refund or exchange.

Return Conditions

• Items must be unused and in original packaging
• All tags and labels must be attached
• Items must not be damaged or altered
• Proof of purchase is required

Non-Returnable Items

• Personalized or custom-made items
• Perishable goods
• Intimate or sanitary products
• Hazardous materials
• Items marked as final sale

Return Shipping

Customers are responsible for return shipping costs unless the item is defective or we made an error. We recommend using a trackable shipping method.

Exchanges

To exchange an item, please initiate a return and place a new order for the desired item.

Digital Products

Refund Policy

Due to the nature of digital products, all sales are final once the product has been downloaded or accessed. We cannot offer refunds for digital products that have been delivered.

Exceptions

We may offer a refund if:

• The product was not as described
• Technical issues prevent you from accessing the product
• You purchased the same product twice by mistake

Pre-Purchase Information

Please review product descriptions, system requirements, and any available previews before purchasing digital products.

Technical Support

If you experience issues accessing your digital purchase, please contact our support team before requesting a refund. We will do our best to resolve any technical issues.

Bookings and Services

Cancellation Policy

• More than 48 hours notice: Full refund
• 24-48 hours notice: 50% refund
• Less than 24 hours notice: No refund

Rescheduling

You may reschedule your booking at no charge if you provide at least 24 hours notice. Rescheduling requests are subject to availability.

No-Shows

Failure to attend a scheduled appointment without prior notice will result in forfeiture of the booking fee.

Provider Cancellation

If we need to cancel your booking, you will receive a full refund or the option to reschedule at no additional cost.

How to Cancel or Reschedule

To cancel or reschedule a booking, please contact us as soon as possible through our website or the contact information provided in your confirmation email.

Memberships

Cancellation

You may cancel your membership at any time. Cancellation will take effect at the end of your current billing period.

Refunds

• Within 14 days of initial purchase: Full refund available
• After 14 days: No refund for the current billing period, but you retain access until the period ends

Prorated Refunds

For annual memberships cancelled after the 14-day period, we may offer a prorated refund at our discretion.

Membership Changes

You can upgrade or downgrade your membership at any time. Changes will be reflected in your next billing cycle.

Account Suspension

We reserve the right to suspend or terminate memberships that violate our terms of service. No refund will be provided for memberships terminated due to violations.

Event Tickets

General Policy

Event tickets are generally non-refundable. Please ensure you can attend before purchasing.

Cancelled Events

If an event is cancelled by the organizer, you will receive a full refund within 7-10 business days.

Postponed Events

For postponed events, your tickets will remain valid for the rescheduled date. If you cannot attend the new date, please contact us within 7 days of the announcement for refund options.

Ticket Transfers

Tickets may be transferred to another person. Please contact us to update the attendee information.

Lost Tickets

Digital tickets can be resent to your email. Contact us if you need your tickets reissued.