We want you to love your order. If something isn’t right, please get in touch with your order number and photos, and we’ll do our best to help.

1. RETURNS

We offer a 14-day return policy for eligible items.

You may return new, unused, non-personalised items within 14 days of delivery. If more than 14 days have passed since your purchase, unfortunately we cannot offer a refund or exchange.

To be eligible for a return, your item must be unused and in its original condition, with all original packaging, accessories and tags included.

Items showing signs of use, misuse, accidental damage, improper care, modification, or normal wear and tear are not eligible for a change-of-mind return.

We reserve the right to refuse a return if the item is not returned in its original condition or does not meet the eligibility requirements outlined in this policy.

2. RETURN PROCESS

2.1 Contact us

Email us at hello@sunbirdstories.co.za with your order number, the item(s) you wish to return, and the reason for your return.

If your item is damaged or defective, please include clear photographs.

2.2 Pack your item

Please wait for return authorisation before sending your item back. We will provide return instructions.

Once authorised, securely pack your item in its original packaging to help prevent damage during transit. We recommend using a tracked courier service.

2.3 Ship your item

For change-of-mind returns, return shipping costs are the responsibility of the customer.

Please note that the original shipping charges are non-refundable.

2.4 Processing

Once your return has been received and inspected, we will:

• Process approved refunds within 5–10 business days, or
• Dispatch approved exchanges within 5 business days.

3. LOST OR DAMAGED RETURNS

If you arrange your own return, please use a tracked and insured shipping service.

Unfortunately, we cannot accept responsibility for items lost or damaged while being returned to us.

4. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective or different from what you ordered, please contact us within 14 days of delivery at hello@sunbirdstories.co.za with your order number and clear photographs of the issue.

Please follow the return process above. However:

• We will provide a prepaid return waybill where a return is required.
• Once we receive and inspect the item, we will repair, replace or refund the product, depending on the nature of the issue and your preference where applicable.

5. REFUND TIMING

Approved refunds will be issued to your original payment method within 5–10 business days.

Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

6. EXCHANGES

We replace items where they are:

• Defective due to poor workmanship;
• Damaged during delivery; or
• Supplied incorrectly.

If you require an exchange, please email hello@sunbirdstories.co.za with your order number and details of the issue.

7. NON-RETURNABLE ITEMS

7.1 Personalised & Engraved Items

Personalised and engraved items are made to order and cannot be returned or exchanged due to a change of mind.

Please carefully check all spelling, wording and layout before placing your order, as we engrave exactly as submitted.

7.2 Sale items

Sale items are not eligible for change-of-mind returns.

7.3 Custom-Made products

Custom-made products cannot be returned or exchanged due to a change of mind.

Please note: Personalised, engraved, custom-made and sale items may still be returned if they are damaged, defective or supplied incorrectly. Please contact us within 14 days of delivery with your order number and photographs of the issue.

8. NATURAL WOOD AND RESIN VARIATIONS

All Sunbird Stories products are handcrafted primarily from solid Kiaat wood.

As with all natural materials, variations in grain, tone, colour, texture and pattern are a natural characteristic of the timber. Likewise, because each resin pour is completed by hand, every piece will have its own unique resin movement and design.

The item you receive will therefore vary slightly from product photographs and from other pieces in colour, grain, resin pattern and finish. These natural variations are part of what makes every piece unique and are not considered defects. They do not affect the quality, durability or functionality of the product.

Website photography is provided as a guide only. Colours may vary slightly due to natural material variation, lighting conditions and differences between device screens.

9. CARE & INTENDED USE

Our products are designed for normal household use when cared for in accordance with the care instructions provided.

Damage resulting from misuse, neglect, improper cleaning, exposure to excessive heat, soaking, dishwasher use, failure to follow the recommended care instructions, or normal wear and tear is not considered a manufacturing defect.

Such damage is not covered under this Returns & Exchanges Policy.

10. YOUR CONSUMER RIGHTS

This policy is intended to work alongside your rights under the Consumer Protection Act, 2008 (South Africa).

If you have any questions regarding returns, refunds or exchanges, please don’t hesitate to contact us at hello@sunbirdstories.co.za. We’re always happy to help.