Returns & Refunds Policy

Last updated: 3 November 2026 · Version 2026-11-03

1. Custom-made products and change of mind

Products made to your specifications or clearly personalised cannot generally be returned or exchanged simply because you change your mind. This includes products made with your photographs, approved layouts, cover text, sizes, materials, finishes or framing choices.

ECTA’s seven-day cooling-off right does not apply to goods made to a consumer’s specifications or clearly personalised (section 42(2)(f)). This exception does not remove your rights when goods are defective, damaged, incorrectly supplied or otherwise fail to meet applicable legal standards.

For any non-personalised goods to which ECTA’s cooling-off right applies, you may cancel without reason within seven days after receiving the goods. Only the direct return cost may be charged, and any payment must be refunded within 30 days of cancellation. Other applicable statutory cancellation rights remain available.

2. Changes and cancellations before production

Please contact us as soon as possible if you need to change or cancel an order. If production has not started and no work or committed costs have been incurred, we will cancel and refund your payment in full. Otherwise, we will explain what has already been done and whether a change or cancellation is possible. Any agreed deduction will be limited to reasonable, evidenced work or costs that may lawfully be charged; we do not impose a blanket cancellation fee.

Once a personalised product is in production, a change-of-mind cancellation or alteration may no longer be possible. This does not affect a cancellation or refund right provided by law. We will confirm any agreed change and additional cost before proceeding.

3. Checking your photographs and proofs

Please check your photographs, resolution, cropping, page order, spelling, dates, cover details and product choices before submitting your order or approving a proof. Where a proof is supplied, approval confirms the content and layout to be produced.

If we accurately reproduce a customer-supplied file or approved proof, an error in that supplied or approved content is not normally a manufacturing defect. We will assess concerns individually. Approval does not excuse our manufacturing errors or remove your statutory rights.

Screen brightness, calibration and paper surface can affect how an image appears compared with a print. Natural materials may also vary in texture and tone. These differences are not automatically defects, but the finished product must still meet the agreed description and applicable quality standards. Please contact us about any unexpected colour or finish issue.

4. Defective, damaged or incorrect products

If your order arrives damaged, is incorrect or has a possible manufacturing defect, please email us with your order number, a description of the issue and, where reasonably possible, photographs of the product and packaging. Please report visible delivery damage as soon as possible, preferably within seven days, to help us investigate with the courier. This is a request for prompt reporting, not a deadline that takes away your legal rights.

Where the CPA applies, goods that fail to meet section 55’s quality requirements may be returned within six months after delivery, without penalty and at our risk and expense. Under section 56, you may direct us to repair or replace the goods, or refund the price paid. We may reasonably inspect the goods to establish the cause of the problem, without unreasonably delaying your remedy.

If a repair fails to resolve the problem, or a further failure or defect occurs within three months after that repair, we will replace the goods or refund you as required by section 56(3). These rights are additional to any other applicable warranty or legal remedy.

5. Returning an item

Please contact us before sending an item back so we can arrange collection or give you return instructions. For a valid defect, delivery-damage or incorrect-supply claim, we will arrange and pay the reasonable return and replacement delivery costs. An administrative return reference is not a condition of exercising a statutory right.

Please package the item securely and keep the original packaging if available, particularly for courier damage. Original packaging is not required to exercise a statutory defect claim. Please retain proof of purchase or another way for us to identify your order.

6. Refund method and timing

We will confirm the outcome of your request and any refund amount in writing. Once a refund is agreed or established as due, we aim to initiate it within seven business days, or sooner where the law requires. We will not use this target to delay a statutory refund.

Card refunds will be made to the original payment card through the payment provider. For other payment methods, we will use the original payment route where supported, or arrange a lawful alternative with you if that route is unavailable. We will send you confirmation when the refund is processed. Your bank or payment provider may take additional time to reflect it; we will advise you of the expected timing.

We will not substitute store credit for a refund you are legally entitled to receive unless you freely choose it. No handling, restocking or payment-processing fee will be deducted from a statutory defect refund.

7. Care and use

Normal wear, accidental damage, misuse, unsuitable storage, exposure to moisture or excessive heat, and unauthorised alterations are not normally manufacturing defects. We will consider whether the issue was caused by such circumstances before declining a claim. These provisions do not exclude a defect or legal remedy unrelated to that damage or use.

8. Contact and resolving a concern

For a return, cancellation or refund request, please contact:

If we cannot resolve a complaint together, you may approach the Consumer Goods and Services Ombud (www.cgso.org.za), the National Consumer Commission or another competent dispute-resolution body, where applicable. You retain all rights to pursue remedies available under South African law.