Glodina van Zyl Art Studio – Return Policy

FAQ

1.Can I return my purchase if I change my mind?

Yes , if you are not completely in love with your artwork and would like to return it, please email me on  address:   ……………. within 7 days of your receipt of the artwork.  We want you to be more than satisfied with your purchase. Under the Electronic Communications and Transactions Act, ECTA, customers are eligible to do so.  See below for details on what the Act stipulates.

1.1 All original oil paintings and limited-edition print of small art pieces (A4 ) , that are purchased directly from this online store , is eligible to be returned provided that :

  • The artwork is not undamaged and in the same condition
  • The certificate of authority is included with the painting when returned
  • The artwork is packaged using the corner protectors provided and acid free paper provided with bubble wrap facing outwards in a carton box.
  • The artwork is returned in a cardboard box with the same dimensions as what it arrived in but the original box used is not to be re-used.
  • Artwork is returned using an insured courier service for added protection
    •  ECTA excludes custom commissions (art made just for you) so these cannot be returned.

2.What is the buyer liable to pay under ECTA (7-day cooling off period?

  • Packaging costs ( See tips above )
  • Courier / shipping costs including insurance 
  • Custom fees and taxes

3.How and when will I receive my refund if I notify you with the 7-day cooling off period?

  • If the cancellation email is received by me within the 7-day cooling period, the refund will be processed within 30 days of the item being received back and inspected.
  • Under the ECTA and Customer Protection Act (CPA), customers are responsible for returning goods safely and in the same condition as received. If the item is not returned in that condition, then the customer must claim directly from the insurer or courier as no refund will be payable.
  • If artwork is lost or damaged during transit and was not insured by the buyer, then no refund is payable.

4.Can I return artwork that arrives damaged or defective?

Yes , of course you may, we want you to love your artwork and know that we comply fully with the Consumer Protection Act .

Once you unbox it and discover it is damaged you must do the following:

  • If you unbox it and discover that it is damaged, you are welcome to return it within 6 months of receiving the artwork. I will happily repair, replace or refund it  at no cost to you . Send me an notification email to  glodinavanzyl@gmail.com and give me a brief description of the defect together with a photo of the problem.
  • If however , if it is evident that the defect or damage happened after delivery as a result of product use ,which includes accidents like a fall from the wall , mishandling or improper cleaning, then unfortunately I cannot give a refund or repair.
  • Helpful Tip: Many of my customers have opted to make a quick unboxing video clip making sure to show the waybill details prior to unboxing and showing the front, back and edges of the painting. It’s not required but it’s a great way to show the condition of the artwork when it first arrives.
  • To put your mind at ease I will also send you a video clip of myself packaging your artwork showing the waybill and condition of the art. The goal is to ensure that your artwork arrives safely to your door. The packaging requirements reflect this. You will note glassine or acid free paper, bubble wrap facing outwards making it waterproof, corner protectors and cardboard box with a snug fit and if needed added corrugated filling paper to protect against impacts during transit.

5. Who bears costs for artwork that are damaged- on arrival?

     Customers are responsible for arranging and paying for return shipping, insurance, and customs fees  

      upfront. Once the returned item has been received in good condition and the return is approved as a 

     legitimate damaged /defective item, then the seller will reimburse these reasonable costs together with

     the refund (if applicable) :

  • Packaging costs (See tips above)
  • Courier / shipping costs including insurance 
  • Custom fees and taxes
  • Selling price of the artwork

6. How and when will I receive my refund if I return it because it arrived damaged?

Under the Consumer Protection Act, refunds for defective or damaged goods are processed within 7–10 business days after we receive the returned item in the same condition. Refunds are always paid using the same payment method i.e. same banking details used for the purchase. This is to protect both our customers and the business from fraud and to comply with the Consumer Protection Act and Electronic Communications and Transactions Act. Regrettably, requests to be refunded to a different account or name cannot be accommodated.