Refund policy

Return & Refund Policy

Last updated: 16 September 2026

At Omnisartifex, each artwork is carefully produced, inspected, packaged, and prepared for delivery. Because our artworks are creative and often made to order, we have specific conditions governing returns, exchanges, and refunds.

By purchasing from our website, you acknowledge and agree to the terms below.

1. Change-of-Mind Returns

We do not accept returns or provide refunds for change of mind.

This includes situations where:

  • You no longer want the artwork.
  • You have changed your mind about the artwork, colour, size, or style.
  • The artwork does not suit your space or décor.
  • You ordered the incorrect size.
  • You entered an incorrect delivery address.
  • You simply decide that you would prefer a different artwork.

We strongly encourage customers to review all artwork images, dimensions, descriptions, and product information before placing an order.

2. Damaged Artwork

We take great care when packaging artworks for delivery. However, if your artwork arrives damaged, please contact us as soon as possible.

To make a claim, you must:

  1. Contact us within 48 hours of receiving your order.
  2. Provide your order number.
  3. Provide clear photographs of the artwork, packaging, and shipping box.
  4. Provide photographs showing the damage from multiple angles where possible.

Do not discard the original packaging until your claim has been reviewed.

Once we have assessed the damage, we may, at our discretion:

  • Arrange a replacement artwork;
  • Repair or restore the artwork where reasonably possible; or
  • Issue an appropriate refund.

The resolution will depend on the nature and extent of the damage and whether a replacement is available.

3. Incorrect or Defective Orders

If you receive an artwork that is materially different from the artwork you ordered, or if there is a manufacturing or production defect, please contact us within 48 hours of delivery.

Examples may include:

  • Receiving the wrong artwork;
  • Receiving the wrong size;
  • Significant damage caused during production;
  • A significant defect that was not disclosed in the product description.

We will assess the issue and, where appropriate, arrange a replacement, repair, or refund.

Minor variations in colour, texture, brushwork, printing, or appearance may occur due to differences between screens, lighting, photography, printing processes, and the physical artwork. Such variations are not considered defects.

4. Made-to-Order and Custom Artwork

Certain artworks may be produced specifically for the customer after an order is placed.

Because these artworks are made specifically for you, custom and personalised artworks are non-refundable once production has commenced, except where the artwork is defective, damaged in transit, or materially different from the agreed order.

If you need to make changes to a custom order, please contact us as soon as possible. Once production has started, changes may no longer be possible.

5. Original Artworks

Original artworks are unique pieces and may contain natural variations in texture, marks, materials, and finish.

These characteristics are part of the nature of an original artwork and are not considered defects.

Unless an artwork arrives damaged or is materially different from the agreed purchase, original artworks cannot be returned simply because of a change of mind.

6. Returns Process

If your return request qualifies under this policy, we will provide instructions regarding the return of the artwork.

Please do not send an artwork back without first contacting us and receiving return instructions.

Returned artwork must be:

  • Securely packaged;
  • In substantially the same condition in which it was received; and
  • Accompanied by the relevant order information.

Customers may be responsible for return shipping costs where the return is not the result of an error on our part or damage caused during delivery.

7. Refunds

If a refund is approved, we will process it using the original payment method where reasonably possible.

Refund processing times may vary depending on the payment provider or financial institution.

Shipping and delivery fees are generally non-refundable, except where required by applicable law or where the issue was caused by an error on our part.

8. Delivery Delays and Lost Parcels

Delivery times provided on our website are estimates and may be affected by circumstances outside our control, including courier delays, public holidays, severe weather, strikes, customs processes, or incorrect delivery information supplied by the customer.

A delivery delay does not automatically qualify for a refund.

If a parcel is confirmed as lost by the courier, we will work with the courier to investigate the matter and determine the appropriate resolution.

9. Incorrect Delivery Information

Customers are responsible for providing accurate delivery information when placing an order.

If an order is returned to us because an incorrect or incomplete delivery address was provided, additional delivery charges may apply before the artwork can be sent again.

10. Refusal of Delivery

If you refuse to accept delivery because you have changed your mind, this does not constitute an approved return.

Please contact us before refusing delivery so that we can determine whether the order qualifies for a return under this policy.

11. Consumer Rights

Nothing in this policy is intended to exclude, restrict, or limit any rights or remedies that you may have under applicable South African consumer protection legislation.

Where applicable law provides you with rights that are inconsistent with this policy, those legal rights will apply.

12. Contact Us

If you have a question regarding a return, refund, damaged artwork, or your order, please contact us with your order number and relevant details.

Omnisartifex
Email: sales@omnisartifex.co.za
WhatsApp: +27 60 389 2015

We will review each eligible request and respond as soon as reasonably possible.