We want you to love your artwork. This policy explains when and how you can cancel, return or get a refund. It works alongside your rights under South Africa’s Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA) and does not limit them.
1. Cooling-off period (online orders)
Because you buy online, you may cancel your order within 7 days of receiving it, for any reason, under ECTA’s cooling-off right. To cancel, email info@naomiartworks.co.za with your order number. You return the item (in original condition) at your own cost, and we refund the price paid.
2. Damaged or defective items
If your item arrives damaged, defective or not as described, please tell us within 7 daysof delivery, with photos. You’re entitled to a repair, replacement or refund. We cover the cost of return and re-delivery for damaged or defective goods.
3. Original artworks
Original works are one-of-a-kind. They may be returned under the cooling-off right above, provided they are returned unused and undamaged in their original packaging. Please handle and repack originals with care.
4. Prints (made to order)
Prints are produced to order for you and are non-returnable, except where they arrive damaged, defective or incorrect, in which case we repair, replace or refund them as set out above.
5. Commissions
Bespoke commissions are custom-made and are non-refundable once work has begun, except where the finished piece materially differs from the agreed brief. A 50% deposit is payable before we start, and this deposit is non-refundable if you cancel after work has begun. Commission terms are agreed in writing before any work starts.
6. Digital downloads
Digital downloads are delivered instantly by a secure link once your payment clears. Because the file is made available to you immediately, digital purchases are non-refundable once the download link has been issued, as permitted for digital goods under ECTA. If you have any trouble downloading your file, email info@naomiartworks.co.za and we’ll help you access it.
7. How to return an item
- Email info@naomiartworks.co.za with your order number and reason.
- We’ll confirm the return address and next steps.
- Pack the item securely (original packaging where possible) and send it back.
- Once we receive and inspect it, we process your refund or replacement.
8. Refunds
- Approved refunds are made to your original payment method via PayFast.
- Refunds are typically processed within 5 to 10 business days of us receiving the returned item.
- Original shipping charges are refunded only where the return is due to a damaged, defective or incorrect item.
9. Contact
Need help with a return? Email info@naomiartworks.co.za.