Return and Refund Policy

Last updated: [18 February 2026]
This policy explains returns, exchanges (if any), and refunds for purchases made through our website.

1) Change-of-mind returns (cooling-off period)

For certain online purchases, South African law provides a 7-day cooling-off period after you receive the goods, during which you may cancel without reason and without penalty, subject to the direct cost of returning the goods.

How to request a change-of-mind return

• Email us at info@jullie-annviljoen.co.za within 7 days of delivery

• Include your order number and reason (optional)

• We will provide return instructions

Return shipping (change-of-mind)

• Return shipping is for the customer’s account, unless the item is faulty or we made an error.

Condition of returned artwork
To qualify for a refund, the artwork must be:

• Returned in the same condition it arrived

• Packed securely (original packaging preferred)

• Not altered, damaged, or marked

If the artwork is returned damaged due to poor packaging, we may refuse the refund or deduct a reasonable amount to cover restoration/repair where possible.

2) Faulty, damaged, or incorrect items

If your artwork arrives damaged, faulty, or not what you ordered:

• Notify us within [24/48] hours of delivery

• Send photos of the packaging and the artwork

• We will arrange a return and either replace (if possible) or refund

Consumer protection rules apply to defective goods and fair outcomes.

3) Items that usually cannot be returned

The following are usually excluded from change-of-mind returns (unless required by law):

• Commissioned/custom artworks made to your specifications

• Digital products (if offered)

• Gift cards (if offered)

(If you offer commissions, we can tighten this section to match your process.)

4) Refund timing and method

• Once we receive and inspect the return, we will confirm approval by email.

• Approved refunds are processed to the original payment method within [5–10] business days after inspection (timelines can vary by bank/payment provider).

5) Exchanges

We [do / do not] offer exchanges.
If you want to allow exchanges: “Exchanges are only possible if the replacement work is available. Price differences may apply.”

6) How to contact us

Email: info@jullie-annviljoen.co.za
Phone: +27 84 695 1981