Returns and refunds

Last updated 25/09/2026

Personalised plaques cannot be returned because you changed your mind, but if anything is wrong with what you receive we put it right.

Damaged, faulty or not as approved

If your plaque arrives cracked or scratched, the engraving is faulty, the Spotify code does not scan, or it does not match the preview you approved, tell us within 7 days of delivery with a photo. We will make a replacement at no cost or refund you in full, including delivery, your choice. This is in line with section 56 of the Consumer Protection Act, which gives you a six-month warranty against defects.

You do not need to send the faulty plaque back unless we ask, and if we do ask we pay for the return.

Change of mind

Each plaque is made to your specification and is clearly personalised, so the cooling-off right in section 44 of the Electronic Communications and Transactions Act does not apply (section 42(2)(d)), and we cannot accept returns for change of mind, a different photo, a different song, or a spelling error in text you entered.

That said, we understand mistakes happen. If you contact us before engraving starts (normally the next business day after payment), we can cancel and refund the order in full, or change the design at no cost.

Photo quality

The designer shows you a faithful preview of how your photo will engrave. If the engraved result looks the same as that preview, it is not a defect, even if you hoped the photo would look sharper. If you are unsure about a photo, contact us before ordering and we will advise.

How refunds are paid

Refunds go back to the card or account you paid with, within 5 business days of approval. Card refunds can take a further 3–7 business days to show on your statement.

How to start a claim

Email orders@jllcr.co.za or use the contact form with your order number and a photo of the problem.

Etchtone (sole proprietor), Bloemfontein, Free State, South Africa. Email orders@jllcr.co.za.