RETURNS & REFUNDS POLICY
Adéle Geldenhuys Art
Website: www.adelegeldenhuysart.co.za
Email: info@adelegeldenhuysart.co.za
Effective date: 15 September 2026
At Adéle Geldenhuys Art, many of our products are specially made, printed or produced to order. We carefully check every order before it leaves us and want you to be delighted with your purchase.
This Returns & Refunds Policy applies to purchases made through our website and is subject to the Consumer Protection Act 68 of 2008 (CPA) and other applicable South African law.
1. DEFECTIVE OR INCORRECT PRODUCTS
If your product is defective, damaged, unsafe, materially different from its description, or the wrong product was supplied, please contact us as soon as possible.
Please email:
Include:
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your name;
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order number;
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description of the problem; and
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clear photographs of the product and packaging where appropriate.
We will assess the issue and, where applicable, provide the remedy required by South African consumer law.
Depending on the circumstances, this may include a repair, replacement or refund.
2. PRODUCTS DAMAGED DURING DELIVERY
Please inspect your parcel when it arrives.
If your order has been damaged during delivery, please contact us as soon as reasonably possible and provide photographs of:
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the damaged product;
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the outer packaging;
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the shipping label; and
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any visible damage.
Please keep the original packaging until the matter has been resolved, as the courier may require it for an investigation.
3. MADE-TO-ORDER PRODUCTS
Many Adéle Geldenhuys Art products are made to order, including selected bags, textiles, décor, cushions, blankets, mats, clothing and other products.
Because these products are produced specifically after an order is placed, change-of-mind cancellations, returns or exchanges may not be available once production has started, where permitted by applicable law.
This does not affect any statutory consumer rights relating to defective, unsafe, incorrectly supplied or materially misdescribed goods.
4. CUSTOMISED AND PERSONALised PRODUCTS
Customised or personalised products are produced according to the customer's specifications.
Please carefully check all measurements, wording, images, colours and other information supplied before production begins.
Once production has started, a customised or personalised order generally cannot be cancelled because of a change of mind, subject to applicable consumer rights.
If we have made an error or the product does not conform to the agreed specifications, please contact us so that we can resolve the matter.
5. ORIGINAL ARTWORK
Original artworks are unique pieces.
If an original artwork is defective or materially different from its description, please contact us immediately so that we can assess the matter and provide an appropriate remedy where required by law.
Because original artworks are unique, replacement may not always be possible. Where replacement is not reasonably possible, another lawful remedy may apply.
6. CHANGE-OF-MIND RETURNS
Where a return is permitted by applicable law, the relevant statutory requirements and time periods will apply.
For products that are not defective or incorrectly supplied, voluntary returns or exchanges may be subject to the individual product and order conditions.
Products that have been personalised, customised or made specifically to order may not qualify for a voluntary change-of-mind return where the law permits such exclusion.
7. SALE ITEMS
Sale and promotional products remain covered by applicable consumer rights.
A product being sold at a reduced price does not remove statutory rights relating to defects or other matters covered by the CPA.
Where a sale item has a clearly disclosed defect and the customer knowingly purchases it on that basis, the disclosed defect will be taken into account.
8. RETURNS PROCESS
Before sending anything back, please contact us first at:
Do not send a product back without contacting us and receiving return instructions.
Where a return is approved, we will provide the relevant instructions and return address.
Products should be returned securely packaged and, where reasonably possible, in their original packaging.
9. RETURN SHIPPING
Where the product is defective, incorrect or otherwise qualifies for a statutory remedy, the handling of return delivery costs will be dealt with in accordance with applicable law.
Where a return is voluntarily accepted for another reason, the customer may be responsible for applicable return delivery costs.
We will advise you of any applicable costs before the return is processed.
10. REFUNDS
Where a refund is approved, we will process the refund in accordance with applicable law.
Refunds will normally be made using the original payment method where reasonably possible.
The time taken for the refund to appear in your account may depend on the payment provider or bank.
11. EXCHANGES
Exchanges may be offered where appropriate and where the product is available.
Because many of our products are made to order, an identical replacement or exchange may not always be immediately available.
Where a product is defective or incorrectly supplied, we will provide the appropriate remedy required by law.
12. COLOUR AND SCREEN DIFFERENCES
Colours displayed on a computer, tablet or mobile phone may differ slightly from the physical product because of screen settings, lighting and the printing process.
Slight colour variation that occurs as a result of normal printing or viewing differences does not automatically constitute a product defect.
13. PRODUCT MEASUREMENTS
Measurements shown on product pages are provided as accurately as reasonably possible.
Small manufacturing or material variations may occur.
If a product is materially different from the stated specifications, please contact us so that we can investigate.
14. NON-RETURNABLE ITEMS
Where permitted by law, the following may not qualify for voluntary change-of-mind returns:
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personalised products;
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customised products;
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products made specifically to a customer's specifications;
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products where production has already commenced; and
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products that have been used, damaged or altered by the customer.
This does not exclude or limit any statutory consumer rights that cannot legally be excluded.
15. FRAUDULENT OR ABUSIVE RETURNS
We reserve the right to investigate suspicious, fraudulent or abusive return claims.
Nothing in this section limits a customer's lawful rights under South African consumer legislation.
16. OUR COMMITMENT
Every Adéle Geldenhuys Art product is created with care.
If something is not right with your order, please contact us before taking further action. We will do our best to resolve the matter fairly, professionally and as quickly as reasonably possible.
17. CONTACT
Adéle Geldenhuys Art
Artist: Adéle Geldenhuys
Email: info@adelegeldenhuysart.com
Website: www.adelegeldenhuysart.co.za
Telephone/WhatsApp: 061 303 2281
Physical address: Magalies Moot, Pretoria
Thank you for supporting Adéle Geldenhuys Art and independent South African art.