Refunds, Returns & Cancellation Policy

Forevermore Moments
Heidelberg, Gauteng, South Africa
Website: www.forevermoremoments.co.za
Email: info@forevermoremoments.co.za

Last updated: 15 October 2026

1. Introduction

At Forevermore Moments, we take pride in creating thoughtfully designed wedding experiences and personalised products for life’s meaningful moments.

This policy explains the terms and conditions relating to cancellations, refunds, returns and exchanges for our wedding venue bookings, wedding services and online shop purchases.

We aim to treat every client fairly while protecting the time, resources and bespoke work involved in delivering our services.

This policy is subject to the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA), where applicable, and other relevant South African legislation. Nothing in this policy limits any consumer rights that cannot lawfully be excluded.

PART A: WEDDING VENUE BOOKINGS & SERVICES

2. Booking Deposits

A deposit is required to secure a wedding date at Forevermore Moments.

  • Minimony bookings require a deposit of R3,000.

  • Wedding package bookings require a deposit of R5,000.

  • The deposit is deducted from the total package price.

  • A date is considered secured once the required deposit has been received and the booking has been confirmed.

Because a confirmed booking reserves a specific date and involves administrative work, planning and the potential loss of other bookings, cancellations may result in the retention of some or all of the deposit, subject to the circumstances and applicable law.

Deposits are not automatically refundable. However, any amount retained will be assessed in accordance with the booking agreement, the nature of the cancellation and applicable consumer protection legislation.

3. Client Cancellations

If you need to cancel your wedding booking, please notify us in writing as soon as possible by emailing info@forevermoremoments.co.za.

The following principles apply:

  • Cancellation well in advance: We will assess the booking agreement, work already completed, costs incurred and the opportunity to rebook the date.

  • Cancellation closer to the wedding date: Greater costs may already have been incurred, and the opportunity to secure another booking may be limited.

  • Bespoke work already completed: Costs relating to personalised designs, purchased materials, floral arrangements, décor preparation and other services already performed may be taken into account.

  • Third-party costs: Non-recoverable expenses already committed to suppliers may be considered when calculating any amount refundable.

Any cancellation charge or amount retained must be fair and reasonable in the circumstances and consistent with applicable law. We will not impose an unlawful penalty or retain amounts that cannot lawfully be retained.

4. Rescheduling a Wedding

We understand that circumstances can change.

Requests to reschedule must be submitted in writing and are subject to availability.

  • We will make reasonable efforts to accommodate an alternative date.

  • Any deposit or payments already made may be transferred to a new date where agreed in writing.

  • Changes to the wedding date may result in revised pricing if the applicable package, season, services or supplier costs have changed.

  • Additional costs already incurred for the original date may remain payable where applicable and lawful.

A rescheduled date is not confirmed until Forevermore Moments has approved the change in writing.

5. Final Payments and Guest Numbers

Final guest numbers and the outstanding balance are due 20 days before the wedding date, in accordance with the booking agreement.

Once final arrangements have been confirmed, reductions in guest numbers or changes to selected services may not result in a refund where costs have already been incurred or commitments have been made.

Additional guests, services or changes may incur additional charges.

6. Cancellation by Forevermore Moments

If Forevermore Moments must cancel a confirmed booking and cannot provide a suitable alternative acceptable to the client, we will refund payments received for services that will not be provided, subject to applicable law and the circumstances of the cancellation.

Where appropriate, we will communicate with the client promptly and discuss reasonable alternatives.

7. Exceptional Circumstances

If unforeseen circumstances make it impossible or unlawful to proceed with a wedding, we will discuss the available options with the client.

Depending on the circumstances, these may include rescheduling, a revised arrangement or a refund of amounts payable under applicable law.

Any costs already incurred, supplier commitments and the terms of the booking agreement will be considered where legally permitted.

PART B: FOREVERMORE MOMENTOS ONLINE SHOP

8. General Returns Policy

Forevermore Momentos offers personalised stationery, bespoke designs, wedding accessories, gifts and other products.

Because products may be customised or created specifically for an individual order, return and refund eligibility depends on the type of product, the reason for the return and the applicable consumer protection legislation.

Please inspect your order upon delivery and contact us promptly if an item is damaged, defective, incorrect or incomplete.

9. Personalised and Custom-Made Products

Personalised and made-to-order products may include wedding invitations, stationery, printed products, customised gifts and other items produced to a client’s specifications.

Please check all names, dates, wording, quantities, colours and other supplied details carefully before approving a design or proof.

Once a personalised design has been approved and production has started, cancellations or changes may no longer be possible without additional costs.

We generally do not accept change-of-mind returns for correctly supplied personalised products, except where a return, repair, replacement or refund is required by law.

If a product contains a manufacturing defect, differs materially from the approved specifications or is otherwise subject to a consumer remedy under applicable law, please contact us so that we can resolve the matter appropriately.

10. Incorrect, Damaged or Defective Products

If your order arrives damaged, defective, incomplete or different from what you ordered, please contact us at info@forevermoremoments.co.za.

Where possible, please include:

  • Your order number.

  • A description of the problem.

  • Clear photographs of the product and packaging, where relevant.

  • Your preferred contact details.

We will assess the issue and, where appropriate, arrange a repair, replacement, refund or other remedy in accordance with the CPA and other applicable legislation.

Please contact us as soon as reasonably possible after discovering a problem. This does not reduce any statutory rights or applicable legal time limits.

11. Change-of-Mind Returns

For eligible non-personalised products, we may consider returns or exchanges by prior arrangement.

Items should generally be unused, undamaged and returned with their original packaging and proof of purchase.

Return shipping costs may be the customer’s responsibility where the return is voluntary and the law permits this.

Certain online transactions may carry cancellation rights under the ECTA, including applicable cooling-off provisions. These rights are subject to statutory conditions and exceptions, including exceptions that may apply to certain personalised or custom-made goods.

Nothing in this policy excludes a cooling-off right or other consumer right where it applies by law.

Please contact us before returning any item so that we can confirm the appropriate procedure.

12. Refund Processing

Once a refund has been approved, we will confirm the amount and the expected processing arrangements.

Refunds will ordinarily be made using the original payment method where reasonably possible, subject to the payment provider’s procedures and applicable law.

The time taken for the funds to reflect may depend on the payment provider or financial institution.

Where a refund is legally required, it will be processed within the applicable legal timeframe.

PART C: GENERAL PROVISIONS

13. How to Request a Cancellation, Return or Refund

Please email info@forevermoremoments.co.za with the following information:

  • Your full name.

  • Your wedding booking reference or online order number.

  • The date of your booking or purchase.

  • The reason for your request.

  • Supporting photographs or documentation, where relevant.

We will review the request and respond with the next steps.

14. Disputes and Consumer Rights

We aim to resolve refund, return and cancellation concerns fairly and professionally.

If a dispute cannot be resolved directly, either party may pursue the remedies available under applicable South African law.

Nothing in this policy is intended to waive, restrict or exclude any consumer rights that cannot legally be waived, restricted or excluded.

15. Contact Details

Forevermore Moments & Forevermore Momentos

Heidelberg, Gauteng, South Africa

Email: info@forevermoremoments.co.za

Website: www.forevermoremoments.co.za

Thank you for choosing Forevermore Moments. We appreciate the trust you place in us to create meaningful celebrations and thoughtfully designed products.

This policy should be read together with the applicable wedding booking agreement, product terms and any other relevant terms published on our website.