Refund & Cancellation Policy

When you can cancel, when you can get your money back, and how to ask — set out separately for downloads, branded goods and project work.

Last updated: 10 August 2026

We would rather fix a problem than argue about it. If something is wrong, tell us at support@solisandluna.co.za and we will put it right.

Because we sell very different things, the rules differ. Find your situation below.

1. Downloadable toolkits and templates

Cancelling

You may cancel any time before you download the file. Email us and we will cancel the order and refund you in full.

After downloading

Once the file has been downloaded we cannot refund a change of mind. Section 42(2) of the Electronic Communications and Transactions Act excludes digital content from the 7-day cooling-off right once it has been accessed, for the obvious reason that it cannot be returned.

We will refund you in full if

  • The file is corrupt, will not open, or is the wrong document.
  • The contents differ materially from what the product page described.
  • You were charged twice for the same item.
  • The download link never worked and we could not fix it.

Tell us within 14 days of purchase. Refunds are paid to the original payment method within 10 working days of approval.

2. Branded promotional products

Branded goods are made to your specification — your logo, your colours, your chosen method. Under section 42(2) of the Electronic Communications and Transactions Act, custom-made and personalised goods are excluded from the 7-day cooling-off right, and once your branding is applied the goods cannot be resold.

Cancelling before production

  • Before you approve the artwork proof — cancel free of charge, refunded in full.
  • After proof approval, before production starts — cancel with the R250 per line setup fee retained, since that work is done.
  • Once production or branding has started — the order cannot be cancelled and is not refundable.

If something is wrong with what arrives

We will replace, repair or refund — your choice — where:

  • The goods are faulty, damaged in transit or defective.
  • The branding differs from the proof you approved.
  • The wrong product, colour, size or quantity was supplied.
  • The goods do not match the description on the product page.

Tell us within 7 days of delivery, with photographs where the problem is visible. This is in addition to your rights under section 56 of the Consumer Protection Act, which gives you six months to return goods that are unsafe, defective or not fit for purpose.

Please check your proof carefully. Spelling, colour and positioning are approved by you before production. We produce exactly what was approved, so an error carried through from an approved proof is not something we can refund.

3. Unbranded promotional products

Plain, unbranded stock is not made to your specification, so the cooling-off right does apply. You may cancel within 7 days of delivery under section 44 of the Electronic Communications and Transactions Act, for any reason.

  • Return the goods unused and in their original packaging.
  • You pay the cost of returning them.
  • We refund the purchase price within 30 days of receiving them back.

4. Websites, e-commerce stores and custom software

Before work starts

Cancel in writing before we begin and your deposit is refunded in full, less any third-party costs already incurred on your instruction (a domain registration, for example).

Once work has started

You may cancel at any time by writing to us. You pay for the work completed up to that point, calculated against the phases in your proposal. If you have paid more than that, we refund the difference within 15 working days. If you have paid less, we invoice the balance.

You receive whatever has been produced to that point, and we will hand over the source files.

If we cancel

If we cannot complete a project — because the scope proves unworkable, or the relationship is not functioning — we will tell you promptly, refund everything you have paid for work not yet done, and hand over what exists.

The 30-day warranty

For 30 days after launch we fix defects in what we built at no charge. That covers things that do not work as agreed. It does not cover new features, content changes, or faults caused by changes made by someone else.

5. Monthly services (Luna Cyber Guard and retainers)

  • Cancel any time with 30 days’ written notice. There is no lock-in and no cancellation penalty.
  • Service continues to the end of the notice period.
  • We do not refund part-months already paid.
  • On cancellation we return your data and any credentials we hold.

6. How to ask for a refund

  • Email support@solisandluna.co.za with your order number and what has gone wrong.
  • Attach photographs if the problem is with physical goods.
  • We acknowledge within one working day and decide within five.
  • Approved refunds go back to the original payment method, within 10 working days.
  • Card and Instant EFT refunds are processed through PayFast and may take a further few days to reflect, depending on your bank.

7. If you are not happy with our decision

Ask for it to be escalated and a director will review it personally. If you are still not satisfied, you may refer the matter to the National Consumer Commission or an accredited consumer ombud. Nothing in this policy limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.

Tell us what you are trying to build

A short message is enough to start. A person reads every enquiry and replies within one working day — and if we are not the right fit for your project, we will say so instead of selling you something.

Start a project Email us