Die Hekelpennetjie
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Returns and refunds

Die Hekelpennetjie – Handmade with love, care and attention to detail.

Last updated: 24 October 2026

Die Hekelpennetjie makes handmade products, and many of them are only made after you have ordered. Yarn and other materials are usually purchased only after payment has been received. We want you to be happy with your purchase. This policy explains when and how you can cancel an order, return a product and get a refund.

This policy does not limit any mandatory rights you have under South African law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

1. Summary

  • Changed your mind? You can cancel a purchase made on the website within 7 days after you receive it. You only pay the cost of sending the product back.
  • Defective or wrong item? Contact us within 6 months of delivery. We pay the cost of returning it, and you choose between repair, replacement or a refund.
  • Personal orders (through the Contact page, made to your own specifications) cannot be returned simply because you changed your mind, but they can be returned if they are defective.
  • Refunds are made within 30 days, via PayFast or by EFT.

2. Cooling-off right: 7 days

If you bought a product on this website, you may cancel the purchase without giving a reason and without penalty within 7 days after you receive the product (section 44 of the Electronic Communications and Transactions Act). This applies to products that are ready to ship and to products made to order in one of the shop’s standard sizes, colours and types of yarn.

  • Let us know within the 7 days by email or WhatsApp that you wish to cancel (see section 10).
  • The only cost you carry is the direct cost of returning the product to us.
  • Please return the product unused, clean and in its original packaging. Our products are for babies and little ones, and returned products are resold.
  • We refund everything you paid for the order, including the original delivery cost, within 30 days of the date on which you cancelled.

3. Defective or incorrect products

Every product is made with care and checked before it is sent. Under the Consumer Protection Act you have the right to products that are safe, work properly, are of good quality and match their description (section 55).

  • If a product is defective or does not meet these requirements, or if you received the wrong product, you may return it within 6 months of delivery (section 56). We carry the risk and the cost of the return.
  • You then choose whether we repair or replace the product, or refund you in full.
  • If a repaired product shows the same defect or another defect within 3 months, we will replace it or refund you.
  • This applies to all products, including personal orders.

Normal wear and tear, damage caused by misuse or negligence, and small differences that are part of handmade products are not defects. Please contact us as soon as possible with photographs of the problem.

4. Personal orders

Personal orders are arranged through the Contact page and made specially to your own specifications, for example a design, colour combination or personal detail that we agree with you. Such products fall outside the 7-day cooling-off right (section 42(2) of the Electronic Communications and Transactions Act). They therefore cannot be returned simply because you changed your mind. If a personal order is defective, your rights in section 3 still apply.

We keep you informed throughout production with photographs and progress updates, so you can follow the progress and, where possible, request changes before the product is completed. Please communicate any requests for changes as early as possible.

5. Cancelling before dispatch

  • Shop orders: You can cancel an order placed on the website at any time before dispatch by contacting us. You then receive a full refund within 30 days.
  • Personal orders: Contact us immediately if you no longer want a personal order. Where yarn has already been purchased or work has already started, we may charge a reasonable cancellation fee (section 17 of the Consumer Protection Act). This fee is at most the cost of materials already purchased and work already done. We will discuss the amount with you in advance. No cancellation fee is charged if you cannot continue because of your death or hospitalisation.

6. Cancelling because of a delay

If we cannot fulfil your order within the delivery time shown with your order (or within 30 days if no time was shown), you may cancel the order with 7 days’ written notice and receive a full refund. If a product or the required yarn is not available, we will let you know straight away. If you do not want to wait, we will refund you in full within 30 days.

7. Return shipping costs

  • Cooling-off right (change of mind): you pay the direct cost of returning the product.
  • Defective or incorrect product: we pay the cost of the return.
  • We are not responsible for other return shipping costs that have not been agreed in writing in advance, subject to any legal obligations that may apply.

Please use a trackable method, such as PUDO, and keep proof of postage. If you return a product because you changed your mind, it remains your responsibility until we receive it.

8. Refunds

  • Refunds are made via PayFast (to the original payment method) or by EFT to your bank account.
  • Under the cooling-off right, we refund within 30 days of the date on which you cancelled. In other cases, we refund within 30 days of receiving the returned product, or of confirming a cancellation.
  • If you accidentally overpay, we refund the excess amount once the overpayment has been verified.
  • Die Hekelpennetjie does not apply a blanket no-refund policy where a refund is legally required.

9. Items that cannot be returned

The following items cannot be returned simply because you changed your mind (your rights if an item is defective remain in force):

  • Personal orders made to your own specifications.

Returned or cancelled products may be advertised again and sold to another customer.

10. How to request a cancellation or return

1. Contact us by email or WhatsApp within the period above, quoting your order number.

2. Tell us whether you are cancelling the purchase, or whether the product is defective or incorrect. Send photographs where relevant.

3. We confirm how and where to return the product.

4. Pack the product well and return it as described in section 7.

5. We refund you, or repair or replace the product, as described above.

11. Contact details

  • Seller: Christi Tredoux, trading as Die Hekelpennetjie (sole trader)
  • Physical address: Plaas Nuwejaarskraal, Prieska 8940, Northern Cape, South Africa
  • Phone and WhatsApp: +27 79 081 9910
  • Email: christistorm99@gmail.com
  • Website: https://diehekelpennetjie.co.za

Die Hekelpennetjie – handmade with love, care and attention to detail.