Policy

Returns & refunds

We want you to love your lekkerklei. If something isn't right with your order, here's how we can help.

Last updated: 19 October 2026

Overview

lekkerklei makes small-batch, handmade playdough with natural, food-grade ingredients. Because our products are made for little hands — and sometimes little mouths — we follow strict hygiene standards for returns and refunds.

This policy applies to orders placed through our website, WhatsApp, or other lekkerklei sales channels.

How our orders work

  1. You place an order via our website checkout or WhatsApp.
  2. We confirm your order, delivery details, and total (products plus R120 delivery, free on R1,200 or more, or free if you collect).
  3. We send a secure Bob Pay payment link. Stock is allocated once payment is received.
  4. Your order is prepared and delivered or made available for collection as agreed.

When we'll replace or refund

Please contact us within 7 days of receiving your order if any of the following apply:

  • Damaged on arrival — tubs arrived cracked, leaking, or clearly damaged in transit.
  • Wrong item — you received a different product, size, or scent than what you ordered.
  • Quality issue on arrival — the dough arrived dried out, mouldy, or otherwise unfit for use despite proper storage on our side.
  • Missing items — part of your paid order was not included in the delivery.

Where possible we will offer a replacement at no extra cost. If a replacement isn't practical (for example, we're out of stock), we'll issue a full refund for the affected item(s).

We may ask for a photo of the product and packaging to help us resolve the issue quickly and improve our packing.

Changed your mind? That's okay.

We'd rather you love what's on your shelf. If you change your mind, tell us within 7 days of receiving your order and send the items back unused. We'll refund you in full, and the only cost to you is the return postage. (This promise also covers your cooling-off right under ECTA section 44.)

When we can't accept a return

For hygiene and safety reasons, we generally cannot accept returns or offer refunds in these cases:

  • Opened or used products — once a tub has been opened or played with, we cannot resell it.
  • Normal use — drying from being left out, colour mixing from play, or wear from everyday use.
  • Improper storage — dough that has dried out or spoiled after delivery because it was left open, stored in heat, or not kept in an airtight container.
  • Custom or made-to-order items — unless faulty on arrival.

Cancellations

You may cancel an order before payment is made at no charge — just let us know on WhatsApp or email.

After payment, if you'd like to cancel before we dispatch, contact us and we'll help. Once your order has been delivered, see Changed your mind? above.

How to request a return or refund

Get in touch within 7 days of receiving your order:

Please include your order reference (if you have one), your name, a brief description of the issue, and photos where relevant.

Do not return products to us without contacting us first — we need to confirm eligibility and arrange the next steps.

Refunds

Approved refunds are processed to the original payment method used for the order (for example, via Bob Pay). Please allow 5–10 business days for the refund to appear in your account, depending on your bank.

We refund the original delivery fee for change-of-mind returns under Changed your mind? above, and when the return is due to our error (wrong item, missing item, or damage in transit). You only pay the return postage on a change-of-mind return.

Delivery problems

If your order hasn't arrived within the timeframe we agreed, or arrives in poor condition, contact us immediately. We'll work with you and our courier to trace the parcel or arrange a replacement or refund as appropriate.

Your consumer rights

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 (South Africa). If you receive goods that are defective or not as described, you may have additional rights to a repair, replacement, or refund.

Questions?

We're a small, family-run business and we'd rather sort something out directly than leave you unhappy. Reach out anytime — we're here to help.

Contact us