Last updated: 9 August 2026
Jubiloo creates handmade paint-your-own plaster kits, personalised items and creative party favours.
We want customers to be happy with their order. Because many items are handmade, made to order or personalised, our returns policy differs depending on the type of item and the reason for the request.
Customer collection is not available. Do not send an item back without contacting Jubiloo first.
We do not accept change-of-mind returns, exchanges or refunds for items that are:
Please check all order and personalisation details carefully before payment.
This does not affect rights that cannot lawfully be excluded, including rights relating to defective, unsafe, damaged, incorrect or materially misdescribed items.
If you buy a standard, non-personalised item online and change your mind, contact us within 7 calendar days after delivery before using, painting, opening or damaging the item.
We will explain the return process and, where a return is accepted, arrange collection or provide return instructions. The item must be returned in its original, unused and undamaged condition, with all included components where applicable.
For a change-of-mind return, the customer may be responsible for the direct cost of return delivery. We will confirm this before arranging any return.
If you need to cancel an order, contact us as soon as possible.
If production has not started and the order has not been handed to a courier, we will try to cancel the order and process the appropriate refund.
Once a personalised or made-to-order item is in production, cancellation may not be possible. If cancellation is possible after work has begun, Jubiloo may retain a reasonable amount for work already completed, materials already used or costs already incurred.
If your order arrives damaged, incorrect or incomplete, please contact us as soon as reasonably possible with:
Prompt notice helps us investigate the problem and, where relevant, submit a courier claim.
If we confirm that an item was damaged in transit, incorrect or incomplete, we will arrange an appropriate remedy. Depending on stock and circumstances, this may be a replacement, replacement part, credit or refund.
If you believe an item is defective or unsafe, contact us at info@jubiloo.co.za with your order number, a description of the issue and clear photographs.
Where an item is found to be defective, unsafe or not of the quality reasonably expected, customers retain rights available under applicable South African law.
Where a valid defect claim is accepted, Jubiloo will arrange the appropriate remedy, which may include repair, replacement or refund. Any approved collection or return of a defective item will be arranged by Jubiloo.
The following are not normally defects:
Each request is considered on its own facts.
Please contact Jubiloo before returning any item.
Customer collection is not available and our residential address is not a public return location. Where a return or collection is approved, Jubiloo will arrange the process directly with the customer, including Bob Go collection where appropriate.
We may ask for photographs or for the item to be returned for inspection before confirming a refund or replacement.
Once a refund is approved, it will be processed to the original payment method where possible.
We aim to process approved refunds within 10 working days. Your bank or payment provider may take additional time to reflect the refund.
For returns, refunds or product concerns, contact:
We love hearing from customers and typically respond within one business day.