Jacques Grobler

Returns and faulty prints

Returns and faulty prints

Every print is made to order for you, after you pay. That shapes how returns work.

If your print arrives faulty, damaged or not what you ordered

Tell me within six months of delivery and I'll put it right. You choose:

This covers printing faults, colour or paper problems, creases, scratches or marks, a damaged frame or glass, a print damaged in transit, the wrong size, paper or frame, and the wrong photograph. It also covers a parcel that never arrives.

How to tell me. Email [email protected] with your order number, a photo of the print showing the problem and a photo of the box or tube it came in. If it's transit damage, please keep the packaging. Telling me soon makes it easier to claim from the courier, but it doesn't shorten your six months.

What happens next. I'll reply within 2 working days. Often the photos are enough. If I need the print back, I'll book the courier to collect it, at my cost. The reprint is sent at my cost too.

If you change your mind

Straight after ordering, email me with your order number as soon as you can. If printing hasn't started, I'll cancel the order and refund you in full.

Once it's printed, because each print is made to your specifications, I can't take it back or refund you because you've changed your mind or it isn't what you hoped for. The 7 day cooling-off right in section 44 of the Electronic Communications and Transactions Act doesn't apply to goods made to the consumer's specifications (section 42(2)(f)).

Screens and paper

Screens show colour differently from paper, and no two screens are the same. A small difference between what you saw on screen and the print is normal and isn't a fault. If a print is clearly wrong, it is a fault, and I'll fix it as above.

Refunds

Refunds go back to the card or account you paid with, through Payfast, within 7 days of us agreeing a refund and never later than 30 days. You get back everything you paid, delivery included.

Nothing here limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.