Welcome to Crafted Ember! These Terms of Service (“Terms”) govern your use of our website craftedember.co.za (the “Site”) and the services we offer, including purchasing laser-cut, engraved, and canvas products (collectively, the “Services”). By using our Site or Services, you agree to be bound by these Terms. If you do not agree, please do not use our Site or Services.

1. Orders and Payment

• All prices are listed in ZAR (South African Rand) and are subject to change without notice.
• We accept secure payments via Yoco.
• Orders are not confirmed until payment is received and processed.
• We reserve the right to refuse or cancel any order at our sole discretion, including for pricing errors or suspected fraud.

2. Manufacturing of Products, Custom and Personalised Orders

• Custom and personalized orders require clear specifications from the customer.
• Once approved and in production, custom orders cannot be changed or cancelled.
• It is the customer’s responsibility to ensure that all submitted artwork, or text is accurate and does not infringe on any intellectual property rights.
• You are entitled to cancel your order within 1 working day without giving any reason for doing so. After this no cancellation can be processed.
• Order processing commences the following business day after payment confirmation.
• Please be advised that the manufacturing time for an order is determined by the item requiring the longest period to manufacture within your order.

The following Manufacturing times are applicable:

• Standard products without Personalisation: 5 Working Days
• Personalised Products with Engraving: 5 – 7 Working Days
• Other specially designed items: 12 – 14 Working Days

Extended Manufacturing Periods:

• During peak seasons such as Valentine’s Day, Easter, Mother’s Day, Father’s Day and Christmas or other significant events, our production timeline may extend unexpectedly due to an increase in demand.
• Regrettably, we are unable to expedite orders or provide a guaranteed delivery date. We are committed to adhering to our production schedules as closely as possible and will keep you informed throughout the process.

Please consider the following:

• Our operations pause on public holidays, which means that any order placed around these times may be subject to an additional day/s delay.
• If there is any ambiguity regarding your order, leading to a temporary hold, it is essential to resolve these issues promptly. We will make every effort to contact you for clarification. The faster we can address these concerns, the sooner your order will proceed to production. Delayed responses or difficulty in reaching you will further delay the process, especially if contact is re-established later.
• We appreciate your patience and understanding. Our priority is to ensure the quality and precision of your order, while also striving for timely delivery.

3. Shipping and Delivery

• Orders are dispatched for courier delivery or made available for collection only upon the completion of the entire order.
• Delivery timelines vary based on the chosen delivery method.
• Please pay attention when entering your delivery address. Crafted Ember does not take any responsibility for incorrect addresses or mistakes and there might be an additional cost and added delivery time should the couriers fail to deliver the parcel.

For door-to-door delivery, the expected delivery times are as follows:

• 1 to 3 working days for major areas such as Pretoria, Johannesburg, and Durban.
• 3 to 5 working days for outlying and rural areas.
• An email with a tracking number will be sent following the collection of the order by the courier.
• For collections directly from our store, the designated location is at 62 Angler Street, Rothdene, Meyerton, 1961, Gauteng, South Africa.
• An email informing you that your order is ready for collection will be send to you.
• Crafted Ember is not responsible for delays caused by carriers, customs, or incorrect shipping information.
• Risk of loss passes to you upon delivery to the carrier.

4. Returns and Refunds

• Due to the custom nature of many of our products, returns are accepted only for defective or damaged items.
• Items that have been personalized with a client’s engraving or any name type can unfortunately not be refunded or exchanged.
• You must notify us within 7 days of receipt for eligible return or refund requests.
• We may request photos or additional documentation to assess the issue.
• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be paid by EFT.
• We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email and send your item to: Crafted Ember, 62 Angler Street, Rothdene, Meyerton, 1961, Gauteng, South Africa.
• You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
• Depending on where you live, the time it may take for your exchanged product to reach you, may vary

5. Intellectual Property

All content on the Site, including text, graphics, logos, product designs, and images, is the property of Crafted Ember and is protected by copyright, trademark, and other intellectual property laws. You may not use our content without express written permission.

6. Prohibited Uses

You agree not to use the Site or Services:

• For any unlawful purpose.
• To infringe upon or violate our intellectual property rights or the rights of others.
• To upload viruses or malicious code.
• To spam, phish, or otherwise interfere with the operation of the Site.

7. Limitation of Liability

To the maximum extent permitted by law, Crafted Ember shall not be liable for any indirect, incidental, or consequential damages resulting from your use of our Site or Services.

8. Disclaimer

Our Site and Services are provided “as is” and “as available” without warranties of any kind, either express or implied. We do not guarantee that the Site will be uninterrupted or error-free.

9. Changes to Terms

We reserve the right to update or modify these Terms at any time. Changes will be effective immediately upon posting to the Site. Your continued use of the Site constitutes acceptance of the updated Terms.

10. Contact Us

If you have any questions about these Terms or about our products and services, please contact us.