Fine print
Refunds and returns
What you can return, what you can't, and how to sort it out quickly if something goes wrong.
Last updated July 2026
Digital products
Digital planners, journals, printables and template packs are emailed to you by hand. Because the file reaches you the moment payment clears, these purchases arenot refundable.
That said, you should never be stuck with something broken. If a file will not open, downloads incomplete, or is not what the product page described, emailinfo@acdoughworks.co.za and it will be fixed or replaced. There is no time limit on that — a faulty file is a faulty file.
Physical goods
You are welcome to return any physical goods purchased online within 7 days of receiving the item, with the exception of sale items and digital products. To start a return, email info@acdoughworks.co.za.
- Returns are only accepted if the items are in their original, unopened packaging.
- If you are returning something because it is unsuitable or you changed your mind, a refund is issued once the item is back and confirmed to be in the same condition as shipped.
- Refunds are issued via the original payment method.
- Courier fees are non-refundable.
- Refunds are handled case by case and typically processed within 3 working days of the returned item arriving.
Sale items and digital products are not returnable.
Damaged or incorrect deliveries
If an order arrives damaged or not in mint condition, get in touch immediately so it can be resolved. Photographs help. Nobody is going to argue with you about a box that arrived crushed.
Brand and marketing packages
Package work is bespoke, so it sits outside the returns process above. The arrangement is a 50% deposit to begin and the balance on delivery.
- Before work starts: if you change your mind before the brief is actioned, the deposit is refunded in full.
- Once design work has begun: the deposit covers time already spent and is not refundable, but you keep everything produced up to that point.
- If the direction misses: that is what the included revision rounds are for. Two rounds on most packages, three on the Business Pro Package.
Payments
Card payments are processed by Payfast and settle in South African Rand. USD prices shown on the site are indicative for international clients — the exact amount your card is charged depends on your bank's rate on the day. Card details are entered on Payfast's own secure pages and are never seen or stored by this studio.
Getting hold of a human
Everything above is handled by Andrea directly. Emailinfo@acdoughworks.co.za and you will get a real reply, usually the same working day. If a policy line above feels unfair for your situation, say so — it is a small studio, not a call centre.