Refund policy
Last updated: 22 August 2026
Because every Close Enough illustration is created specifically from the information you provide, personalised orders are a little different from ordinary products.
1. Before you place your order
Please carefully check the information you provide before placing your order.
This includes:
- The child's name
- Their age when they said the word
- The exact word or phrase
- What the word means
- Any additional details you provide
Names and words will be reproduced as provided, so please check spelling carefully.
2. Can I cancel my personalised order?
Please contact us as soon as possible if you need to cancel an order.
If we have not yet started creating your illustration, we will do our best to accommodate your cancellation.
Once work on your personalised illustration has started, cancellation may no longer be possible because the artwork is created specifically for you.
Nothing in this policy limits any cancellation rights that apply to you under South African law.
3. Can I return a personalised product because I changed my mind?
Personalised products are made specifically for you and generally cannot be returned simply because you have changed your mind after production has begun.
This does not affect your rights under applicable consumer law.
4. What if I made a mistake?
If you provide an incorrect name, word, age or description, please contact us as soon as possible.
If we have not yet started creating the artwork, we will do our best to correct the information.
If the artwork has already been created using the information you supplied, changes may require the artwork to be recreated and may incur an additional fee.
5. What if Close Enough made a mistake?
If we make an error in your artwork that differs from the information you provided, please contact us as soon as possible after receiving your order.
We will assess the issue and, where appropriate, offer a correction, replacement or refund in accordance with your rights under applicable law.
6. What if my physical product arrives damaged?
Please contact us as soon as possible and provide photographs of the damaged product and packaging.
We will assess the damage and work with you to resolve the issue.
7. Digital products
Digital products cannot be physically returned.
If your digital file is defective, corrupted or materially different from what was purchased, please contact us so that we can investigate and, where appropriate, provide a replacement file or other appropriate remedy.
8. Refunds
Where a refund is approved, it will normally be made using the original payment method where reasonably possible.
Refund timing may depend on the payment provider or financial institution.
Nothing in this policy limits any rights or remedies available to you under applicable South African consumer law.
9. How to contact us
If you need to cancel an order, report an error, request a return or discuss a refund, please contact us using the contact details provided on our website.
Please include your order number and, where relevant, photographs or other information that will help us understand the issue.