Cancellations, Returns & Exchanges

This policy applies to all goods and services supplied by Saarahjasmin Couture, including bespoke and made-to-measure bridal gowns, Nikkah couture, occasion wear, ready-made and in-stock items, veils and accessories, rentals, alterations and dry cleaning.

It is written to comply with the Consumer Protection Act 68 of 2008 (South Africa) and the Electronic Communications and Transactions Act 25 of 2002, while protecting the atelier against loss on garments made specifically to a client's own specification.

Custom, bespoke, made-to-measure and altered garments are created to your personal measurements, design brief and specification. In terms of section 44 of the Consumer Protection Act, special-order goods produced to a consumer's specification are excluded from the cooling-off right and cannot be returned or refunded because of a change of mind, a change of wedding date, a change in body measurements after the final approved fitting, or a change in personal taste.

Once your design brief is signed off and production has begun, the order is final. Exchanges, remakes or credits are offered only where Saarahjasmin Couture is directly at fault — for example where the garment materially differs from the approved design brief, was made to incorrect measurements recorded by us, or was delivered with a manufacturing defect.

Where we are at fault, you may choose a repair, a remake, or an exchange of equal value. A monetary refund is offered only where a repair, remake or exchange is not reasonably possible within your wedding timeline.

Nothing in this policy limits your statutory rights. Under section 56 of the Consumer Protection Act you may return goods within six (6) months of delivery if they are unsafe, defective, or not fit for the purpose you made known to us, and choose a repair, replacement or refund.

This protection does not extend to damage caused by wear, misuse, improper storage, third-party alterations, third-party cleaning, spillage, perfume or cosmetic staining, or ordinary wear and tear.

Unworn, unwashed in-stock items, veils and accessories may be returned or exchanged within seven (7) days of collection or delivery, in their original condition with all tags and packaging intact.

• Proof of purchase is required.
• Return courier costs are for the client's account unless the item is defective or incorrect.
• Earrings, hair combs and other hygiene-sensitive accessories cannot be returned once removed from their packaging.
• Sale, clearance and final-sale items are exchange only.

For goods bought online that are not made to your specification, section 44 of the Electronic Communications and Transactions Act allows you to cancel within seven (7) days of delivery and receive a refund of the purchase price, less the direct cost of returning the goods.

This cooling-off right does not apply to custom, bespoke, made-to-measure or personalised garments, or to services already performed with your consent.

Deposits secure your production slot in the atelier calendar and cover fabric procurement, pattern development and reserved studio time. Deposits are therefore non-refundable.

If you cancel an advance order or booking, section 17 of the Consumer Protection Act allows us to charge a reasonable cancellation penalty. That penalty is calculated on the work already completed, materials already cut or ordered, and the notice given.

• Cancellation before fabric is cut or ordered: deposit forfeited, balance refunded.
• Cancellation after fabric is cut or construction has begun: up to 100% of the order value may be retained.
• Rush order fees are non-refundable once the rush production slot has been allocated.
• Consultation fees are non-refundable but may be moved once with at least 48 hours' notice.

Rental gowns are governed by the signed rental agreement. Rental fees and deposits are non-refundable once the reservation date is confirmed. Late returns, damage beyond fair wear, staining and loss are charged as set out in that agreement.

Alterations and specialist bridal dry cleaning are services, not goods. Where a service is not performed to a reasonably expected standard, section 54 of the Consumer Protection Act entitles you to have it remedied. Please raise any concern within seven (7) days of collection so that we can correct it at no cost to you.

Inspect your order on receipt. Report any damage, fault or incorrect item to us within forty-eight (48) hours of delivery, in writing, with your order reference and clear photographs. We will collect, assess and resolve the matter at our cost where we are at fault.

Email or WhatsApp the atelier with your full name, order reference, date of purchase, photographs where relevant, and what outcome you are requesting. We acknowledge every request within two (2) business days and resolve approved requests within fourteen (14) business days.

Approved refunds are paid to the original payment method or the bank account used for EFT. Card refunds are processed through the original payment gateway; payment gateway and international card fees already incurred are not refundable.