Refund & Returns Policy
Last updated: July 2026
1. Who This Policy Applies To
This Refund & Returns Policy applies to:
- Any person who has purchased vote bundles on the Cutie Clash Pageant platform (cutieclashpageant.co.za); and
- Any prize winner who has been awarded a physical prize, hamper, or voucher as part of a monthly Cutie Clash Pageant competition.
This policy is governed by the Consumer Protection Act 68 of 2008 (CPA) and applies to South African residents only.
2. Purchased Votes — Refund Policy
2.1 General rule — votes are non-refundable
Purchased votes are a digital service that is fulfilled immediately upon successful payment. Once votes have been credited to your account, they are considered delivered and consumed, and are therefore not eligible for a refund except in the specific circumstances listed in clause 2.2 below.
We encourage you to review the current vote bundle pricing on our Buy Votes page and the competition closing date before making any purchase.
2.2 When we will refund purchased votes
We will process a refund for purchased votes in the following circumstances only:
a) Votes not credited after successful payment If your payment was processed successfully but the votes were not credited to your account within a reasonable time, and we are unable to resolve this by crediting the votes manually, you are entitled to a full refund of the purchase amount.
b) Duplicate charge If you were charged more than once for the same transaction due to a confirmed technical error on our payment system, we will refund the duplicate charge in full.
c) Competition cancelled by the Promoter If Cutie Clash Pageant (Pty) Ltd cancels a competition month entirely before voting has commenced, and you have purchased votes specifically for that competition period, we will issue a refund or credit to your account at our discretion.
2.3 What does not qualify for a refund
The following circumstances do not entitle you to a refund of purchased votes:
- You changed your mind after purchasing;
- Your child’s entry was disqualified for breaching the Competition Rules or these Terms;
- Your child did not win a prize;
- You did not use the votes you purchased before the competition closed;
- The competition result was not the outcome you hoped for;
- You purchased votes during Double Madness Wednesday and were dissatisfied with the result.
2.4 How to request a refund for purchased votes
To request a vote refund, email us at hello@cutieclashpageant.co.za with the subject line “Vote Refund Request” and include:
- Your full name and registered email address
- The date of the transaction
- The amount charged
- Proof of payment (screenshot or bank statement entry)
- A brief description of the issue
We will acknowledge your request within 2 business days and provide a resolution within 7 business days of receiving all required information.
2.5 Refund processing
Approved vote refunds will be returned to the original payment method used at the time of purchase. Refunds are processed within 10 business days of approval. Processing times may vary depending on your bank or payment provider and are outside our control once the refund has been initiated from our side.
3. Physical Prizes — Returns Policy
3.1 What this section covers
Some monthly prize pools include physical items such as hampers, kids’ product bundles, gift boxes, or other tangible prizes. This section covers your rights if you receive a physical prize that is damaged, incorrect, or faulty.
This section does not apply to cash prizes or digital vouchers, which are covered separately in clause 4.
3.2 Condition of prizes
We take care to ensure that all physical prizes are dispatched in good condition. If you receive a prize that is:
- Damaged or broken upon arrival;
- Materially different from what was described or advertised; or
- Incomplete (missing items from an advertised bundle),
you are entitled to report this to us and request a replacement or resolution, as set out in clause 3.3.
3.3 How to report a prize issue
You must report any issue with a physical prize within 5 business days of receiving it. To do so, email hello@cutieclashpageant.co.za with the subject line “Prize Issue” and include:
- Your full name and registered email address
- A description of the problem
- Clear photographs of the item as received, including any packaging damage
- Your delivery address
We will respond within 3 business days of receiving your report with a proposed resolution.
3.4 Resolutions for damaged or incorrect prizes
Depending on the nature of the issue and the availability of replacement stock, we will offer one of the following:
- Replacement of the damaged or incorrect item;
- Substitute prize of equal or greater value if the original item is no longer available;
- Partial or full refund of the prize value in cases where neither a replacement nor a substitute can be provided.
The appropriate resolution will be determined at our reasonable discretion, taking into account the nature of the prize and the circumstances reported.
3.5 Prize returns: Process
If we require you to return a damaged or incorrect item before a replacement is sent, we will:
- Provide you with a prepaid return shipping label or arrange collection at our cost;
- Never ask you to bear the cost of returning a prize that was received in a faulty or incorrect condition.
Items must be returned in their original condition (unwashed, unused, with original packaging where possible) unless the damage occurred during shipping or was present on arrival.
3.6 Change of mind — physical prizes
We are unable to accept returns of physical prizes on the basis of a change of mind. Prizes are awarded as advertised and are non-exchangeable for cash or alternative items, except as provided under clause 3.4 above.
3.7 Delivery issues
If a physical prize has not arrived within the timeframe communicated to you at the time of prize notification, please contact us at hello@cutieclashpageant.co.za. We will investigate with our courier and provide an update within 5 business days. We are not liable for delivery delays caused by courier services, incorrect addresses provided by the winner, or circumstances outside our control.
4. Vouchers — Policy
4.1 Digital vouchers
Where a prize includes a digital voucher (emailed code or downloadable), the voucher will be issued to the winner’s registered email address following successful identity verification. Digital vouchers are non-refundable and non-exchangeable for cash once issued.
4.2 Physical vouchers
Where a prize includes a physical voucher (gift card or printed certificate), the same conditions as clause 3 apply for delivery and damage reporting.
4.3 Voucher expiry
All vouchers issued as prizes carry the expiry date specified on the voucher itself. Cutie Clash Pageant (Pty) Ltd is not responsible for vouchers that expire due to the winner’s failure to redeem them within the specified period.
4.4 Third-party vouchers
Some prizes may include vouchers issued by third-party retailers or brands. These vouchers are subject to the terms and conditions of the issuing third party, over which Cutie Clash Pageant (Pty) Ltd has no control. We will make every reasonable effort to provide valid, current vouchers, but we are not responsible for a third party’s refusal to honour a voucher for reasons outside our control.
5. Cash Prizes – Policy
Cash prizes are paid directly into the winner’s verified South African bank account and are non-refundable once transferred. In the unlikely event of an erroneous payment (for example, an incorrect amount being transferred), please notify us immediately at hello@cutieclashpageant.co.za and we will work with you to resolve the matter.
6. Consumer Protection Act Rights
Nothing in this policy limits or waives any right you may have under the Consumer Protection Act 68 of 2008 (CPA). In particular:
- You have the right to receive goods that are safe, of good quality, and match their description;
- If a physical prize is found to be defective within 6 months of receipt, you may be entitled to a repair, replacement, or refund in accordance with section 56 of the CPA;
- You may refer any unresolved dispute to the National Consumer Commission (NCC) or the relevant ombud if you feel your CPA rights have not been upheld.
7. Contact Us
For any refund or returns query, please reach out to us directly. We’re a real team and we’ll do our best to make things right.
Email: hello@cutieclashpageant.co.za
Subject line for vote refunds: Vote Refund Request
Subject line for prize issues: Prize Issue
Response time: Within 2–3 business days