Last Updated: May 2026
At Lizzie Rue, we take pride in our handcrafted studio apparel, custom print designs, and curated gift ranges. Because our items transition quickly from ready-made stock to personalized or back-order status, we enforce a strict cancellation and return structure in line with the South African Consumer Protection Act (CPA).
1. Order Cancellations
If you need to cancel an order, you must notify us immediately at admin@lizzierue.co.za. Cancellations are strictly governed by your order status:
- Before Production or Sourcing Begins: If you cancel your order before our studio has cut fabric, processed vinyl, or ordered raw materials, a flat Administrative and Gateway Fee of R20.00 will be deducted from your total refund. This covers non-refundable transactional fees charged by Payfast by Network.
- After Production Begins (Standard Items & Back-Orders): Once production has commenced on standard back-orders, cancellations carry a 20% handling and restocking fee to cover fabric waste and allocated studio labor.
- The Customization Lock (Custom & Branded Orders): For travel cosmetic bags, team zip bags, or bulk orders featuring custom DTF/HTV prints, specific branding, or custom logos, no cancellations, changes, or refunds are permitted under any circumstances once materials are ordered or cut. These sales are final.
2. Returns & Exchanges by Product Category
To lodge a return or exchange, please contact us within 14 days of receiving your parcel. Items must be returned according to their classification:
- Intimate & Hygiene-Sensitive Accessories: Due to strict healthcare and consumer safety regulations, these items cannot be returned or exchanged once their original protective packaging has been opened, unsealed, or if the item shows any signs of handling or use.
- Standard Studio Apparel & Unused Home Textiles: Unwashed, unworn, and completely unused items may be returned or exchanged within 14 days of delivery. The customer is strictly responsible for all return courier arrangements and shipping fees.
- Custom-Printed Commissions: Personalized or custom-branded items are non-returnable and non-refundable unless a clear, verifiable structural manufacturing defect or printing error is present upon delivery.
3. Processing Refunds
- Defective Goods: If an item arrives damaged or with a clear printing defect, please send photographic proof to admin@lizzierue.co.za within 48 hours of delivery. We will arrange a replacement or full refund at no cost to you.
Payfast Reversals: All approved refunds are securely processed and reversed back to your original payment method via the Payfast dashboard. Please allow 3 to 10 business days for the funds to reflect in your bank account, depending on South African banking processing cycles.