Returns, Refunds, Cancellations & Delivery Policy

HLUMA KIDS

RETURNS, REFUNDS, CANCELLATIONS & DELIVERY POLICY

Last Updated: June 2026

At Hluma Kids, every Wonder Jar, sensory kit and play-based product is carefully handmade and packed in South Africa. We want you to love your order, but we also understand that sometimes things don't go according to plan.

This policy explains your rights and our responsibilities regarding cancellations, refunds, returns and deliveries.

1. ORDER CANCELLATIONS

Orders may be cancelled before they have been packed or dispatched.

If your order has already been packed, prepared, personalised or handed to our courier partner, it can no longer be cancelled.

To request a cancellation, please contact us as soon as possible at:

Email: [Insert Email Address]

If approved, any refund due will be processed to the original payment method.

2. RETURNS & REFUNDS

2.1 Standard Returns

If you change your mind about a product, you may request a return within 7 days of receiving your order, provided that:

  • The product is unused.
  • The product is unopened.
  • The product is in its original condition and packaging.
  • The product can be resold.

Once the returned product has been received and inspected, we will process the refund, less any applicable delivery costs.

The customer is responsible for return courier costs unless the return is due to our error.

2.2 Personalised & Custom Products

Many Hluma Kids products are made to order, personalised or created for specific themes, events or parties.

As a result, we cannot accept returns or provide refunds for:

  • Personalised products.
  • Custom-designed products.
  • Party favour orders made specifically for an event.
  • Products manufactured to a customer's specifications.

This does not affect your rights where a product is defective.

2.3 Defective, Damaged or Incorrect Products

If your order arrives damaged, defective or incorrect, please notify us within 48 hours of delivery.

Please include:

  • Your order number.
  • A description of the issue.
  • Clear photographs of the product and packaging.

Where a product is confirmed to be defective, damaged or incorrectly supplied, Hluma Kids may:

  • Replace the product;
  • Repair the product where applicable; or
  • Refund the purchase price.

We will cover reasonable replacement delivery costs in these circumstances.

2.4 Products Not Eligible for Return

For hygiene, safety and quality reasons, we cannot accept returns on:

  • Opened playdough products.
  • Used sensory kits.
  • Products showing signs of use.
  • Products damaged due to misuse, improper storage or normal wear and tear.
  • Clearance or sale items marked as non-returnable.

3. PLAYDOUGH & HANDMADE PRODUCT DISCLAIMER

Hluma Kids products are handmade.

As a result:

  • Colours may vary slightly from photographs.
  • Shapes, textures and accessories may vary slightly between batches.
  • Natural variations are not considered defects.

Our sensory play products are intended for supervised play and creative exploration.

Adult supervision is recommended at all times.

4. DELIVERY POLICY

4.1 Delivery Area

Hluma Kids currently delivers throughout South Africa.

Unfortunately, we do not currently offer international shipping.

4.2 Delivery Timeframes

Most orders are dispatched within:

2–5 working days

Custom, personalised or large party orders may require additional production time.

Estimated delivery times are provided as a guide only and may vary depending on:

  • Courier volumes
  • Public holidays
  • Weather conditions
  • Regional delivery locations

4.3 Party & Event Orders

If your order is required for a birthday party, school event or special occasion, we strongly recommend placing your order well in advance.

While we will do our best to meet requested timelines, Hluma Kids cannot accept liability for delays caused by third-party courier services.

4.4 Delivery Charges

Delivery fees are calculated at checkout.

From time to time, Hluma Kids may offer free delivery promotions subject to minimum order values.

4.5 Failed Deliveries

Customers are responsible for providing accurate delivery information.

If an order is returned to us due to:

  • An incorrect address;
  • Failed delivery attempts;
  • Refusal of delivery;

additional courier fees may apply before the order can be re-dispatched.

5. LOST OR DELAYED PARCELS

Once an order has been handed to our courier partner, delivery is managed by the courier network.

Should a parcel appear delayed or lost, we will assist in investigating the matter and liaise with the courier on your behalf.

6. CONTACT US

For any questions regarding returns, refunds, cancellations or deliveries, please contact us via the Contact Us page on our website. Our team will be happy to assist with any queries relating to your order.

Hluma Kids