At Umgani, we want you to be completely satisfied with your purchase. Because our products are handmade by individual artisans, each piece is unique — but you still have the right to return your order if it’s not what you expected. Below you will find all details about returns, exchanges, and damaged items.
14-Day Return Period
You have the right to return your order within 14 days of receiving it.
You do not need to provide a reason — this is your statutory right under EU consumer law.
If more than 14 days have passed since delivery, we unfortunately cannot offer a refund or exchange.
Return Conditions
To qualify for a refund, returned items must be:
Unused
In their original condition
In their original packaging
Because our products are decorative items, they must be handled with care. Items that show signs of use, wear, or damage caused after delivery may not be eligible for a refund.
Please note:
Small variations in color, size, and design are normal and expected due to the handmade nature of our products. These are not considered defects and are not valid reasons for a free return.
Return Shipping Costs
Return shipping is the responsibility of the customer, unless:
the item arrived damaged,
the item is incorrect, or
we made an error in processing your order.
You may choose any reliable postal or courier service to send the item back.
If you need the return address, contact us at info@umgani.com.
Exchanges
If you would like to exchange an item for another product:
Send us an email at info@umgani.com
Return the original item
Once we receive it, we will help you place a new order or send the replacement if available
Because each product is handmade and stock is limited, some items might not always be available for direct exchange. In that case, we can offer a refund or store credit instead.
Refunds
After we receive and inspect your returned item(s), we will process your refund within 14 days.
Refunds are always issued to the original payment method you used during checkout.
You will receive an email confirmation once your refund has been processed.
Non-Returnable Items
We cannot accept returns on:
Custom-made or personalised products
(unless they arrived damaged or defective)
All other non-custom products follow the standard 14-day return period.
Damaged or Incorrect Items
If your order arrives:
damaged
incomplete
or incorrect
Please contact us within 48 hours of delivery at info@umgani.com.
Include:
your order number
a description of the issue
clear photos of the damaged or incorrect item
We will offer:
a replacement (if available)
store credit
or a full refund
depending on the situation.
Handmade Product Disclaimer
All Umgani items are 100% handmade by artisans in South Africa.
Therefore, minor variations in:
color
size
pattern
bead placement
shape
are completely normal and part of the charm of handmade craftsmanship.
These variations are not considered defects.
Need Help?
Whether you need assistance with a return, tracking update, or exchange, we’re here to help.
We aim to respond within 24–48 hours.