Refund policy

Thank you for shopping with Te Fraai Diena ♡. Please note that we operate on a strict exchange-only policy. Below are the terms and conditions regarding our process.

1. Exchanges

  • Strictly No Refunds: We do not offer refunds under any circumstances, but we are happy to assist you with an exchange.
  • 30-Day Exchange Window: Customers have 30 days from the date of delivery receipt to request an exchange.
  • Exchange Costs (R260 Total): Customers are responsible for covering all shipping costs involved in the exchange process. The total cost is R260, which covers the R130 collection fee from your address and the R130 delivery fee to ship the new item back to you. Original shipping charges are non-refundable.
  • Bulk Exchanges: If an exchange request exceeds 5 items, a custom courier cost will be calculated and quoted to the customer.
  • No External Couriers: We do not allow customers to use their own courier services to return items. All exchanges must be booked through our secure courier network, with no exceptions.
  • Exchange Processing: We will manage the collection and delivery of the exchange. Replacement items will be dispatched within 2 business days after the original pair has been received and successfully inspected.
  • In-Store Exchanges: Exchanges can be facilitated in person exclusively at our Great Brak River shop. This must be arranged in advance by contacting our team via email at info@tefraaidiena.co.za.

2. Item Condition, Eligibility, and Availability

  • Unworn Condition: To be eligible for an exchange, items must be completely unworn, in pristine condition, and in their original packaging.
  • Signs of Wear: Should your items show any measure of wear whatsoever, the exchange will be declined immediately.
  • Stock Availability and Manufacturing: You may exchange an item for a different size, colour, or style. If the new item is more expensive, you will need to pay the difference. Please note that certain items or sizes may be sold out and will need to be specially manufactured, which may extend processing timelines. If your requested style is not immediately in stock, we will notify you.

3. Natural Leather Characteristics and Variations (Not Defects)

By purchasing any genuine leather product from Te Fraai Diena (Pty) Ltd, you acknowledge that you understand and accept the natural characteristics of the material. The following variations are entirely normal and are not considered factory defects or a basis for an exchange:

  • Natural Markings: Genuine leather is a natural product. Natural characteristics such as surface scars, stretch marks, slight colour and texture variations are normal signs of the animal's life. No two leather hides are identical, giving each piece a unique history.
  • Handmade Goods: Due to the nature of handmade goods, items contain slight variations because the makers are human beings.
  • Hair-on-Hide Panels: Because hide patterns are purely natural, no two panels will ever look identical. The pattern on your unique item will vary from the product photograph.
  • Printed Leather: Printed designs vary across different sections. The print layout on your item will never look completely identical to another piece or exactly like the website photos.
  • Print Longevity: We use premium printing methods on high-quality genuine leather. However, leather is a flexible, organic material that will always outlast any surface print. With daily wear and time, the print will naturally soften and fade, particularly in high-flex areas where the leather bends and creases.

4. Exclusions

Certain items are strictly excluded from our exchange policy:

  • Custom-Made Products: Custom or special orders cannot be exchanged under any circumstances.
  • End of Range Products or Gift Cards: We do not accept exchanges on End of Range products or gift cards.
  • Leather Care Products: We cannot exchange leather care items.

5. Damaged, Defective, or Incorrect Items

Please inspect your order carefully upon arrival. If an item is genuinely defective, damaged during transit, or if you received the incorrect style or size by mistake, please contact us via email immediately at info@tefraaidiena.co.za so we can evaluate the issue and rectify it for you.

  • Defective Products: For verified factory defects, the customer may choose to receive a new replacement product.
  • Right to Inspect: Te Fraai Diena retains the right to thoroughly inspect and verify any reported defect or exchange before authorising a replacement.

6. Fair Use and Policy Abuse

Repeated or excessive abuse of this policy (including, but not limited to, the consistent ordering of multiple sizes with the intention of returning them) may result in the refusal of future exchanges or the potential termination of service.

7. How to Start an Exchange

To start your exchange process, click here and follow the simple steps. Kindly ensure you have your original order number and the email address used to place the order ready.