Refund policy

Updated Returns Policy

Last updated: 15 July 2026 (Updated to include EU/EEA consumer rights)

At Partners Online Gallery, we take great care to ensure that every piece of art is delivered in excellent condition. If you are not completely satisfied, this policy explains when and how you may return an artwork and receive a refund.

Nothing in this policy limits your statutory rights under applicable law—including the South African Consumer Protection Act, European Union consumer protection legislation, and other regional protections.

1. Eligibility for Returns

You may request a return if any of the following apply:

  • a) Damage in transit: The artwork arrives damaged.

  • b) Incorrect delivery: An incorrect artwork was delivered.

  • c) Change of mind:

    • For EU/EEA-based customers: You notify us within 14 calendar days of delivery. No reason is required to exercise this right of withdrawal.

    • For all other international & South African customers: You notify us within 7 calendar days of delivery, provided the artwork is undamaged, not commissioned or customised, and is a standard catalogue item.

Important notes on custom works: Commissioned or customised artworks—including works altered to your specifications (such as bespoke framing to order)—are strictly non-returnable across all regions, unless they arrive damaged or faulty.

2. How to Start a Return

To start a return, please use the appropriate method below based on your location:

  • For EU/EEA Customers (Self-Service or Email): To exercise your statutory right of withdrawal, you can log in to your account at account.partnersonlinegallery.com to submit your request directly. Alternatively, you are always welcome to email us at info@partnersonlinegallery.com to notify us of your withdrawal.

  • For South African & All Other International Customers: Please email us at info@partnersonlinegallery.com to request a return.

When submitting your request (via the portal or email), please include:

  • Order number

  • Reason for return (optional for EU change-of-mind withdrawals, but highly appreciated for our quality control)

  • Clear photos of the item and packaging if damaged or incorrect

Timing Limits:

  • Damage/Incorrect Item: Notify us within 3 calendar days of delivery. (Photos within 48 hours are highly appreciated to help us process claims with our couriers/insurers).

  • Standard Change of Mind: Notify us within 7 calendar days of delivery.

  • EU/EEA Right of Withdrawal: Notify us within 14 calendar days of delivery.

Once submitted, we will reply with your approval, a return reference, and return shipping instructions.

3. Packing and Sending the Return

  • Use the original packaging if possible (including corner protectors, sleeves, and any certificates). If unavailable, you must use packaging offering equal, robust protection.

  • Include all accessories, paperwork, and certificates of authenticity.

  • For EU/EEA-based withdrawals, you must dispatch the physical artwork back to us within 14 days of submitting your withdrawal notification.

  • We highly recommend using a trackable, insured courier service and keeping your receipt and tracking number.

4. Return Shipping Costs & Risk

  • Fault, Damage, or Gallery Error: If the return is due to transit damage or our error (picked, listed, or shipped incorrectly), we cover reasonable return shipping costs or arrange a collection.

  • Change of Mind (Standard & EU/EEA): You are responsible for the direct cost of returning the artwork.

  • Risk: Until the artwork is received and checked by Partners Online Gallery, you remain responsible for the artwork and any risk of loss or damage while it is in your possession or in transit.

5. Condition of Returned Artworks

  • Returned artworks must be in their original condition.

  • Under EU law, you are liable for any diminished value of the artwork resulting from handling other than what is necessary to establish its nature and characteristics.

  • We reserve the right to decline or adjust refunds where items show signs of wear, handling damage, alteration, or inadequate repackaging.

6. Refunds

  • Once we receive and inspect the returned artwork, we will notify you of the approval or the reason for any partial approval/decline.

  • Standard Refunds: Approved refunds are processed within 7–14 business days to your original payment method.

  • EU/EEA Refunds: Approved withdrawal refunds—including our standard outbound delivery costs (excluding any premium or express delivery options you selected)—will be processed within 14 days of us receiving your cancellation notice. However, we may withhold the refund until we have received the artwork back or received proof of return shipping.

  • Deductions: For standard change-of-mind returns (non-EU), a reasonable handling fee of up to 10% may be deducted to cover repacking and inspection where permitted by law. No handling fees apply to EU/EEA statutory 14-day withdrawals.

7. Non-Returnable Items

  • Commissioned or custom-made artworks

  • Artworks framed or altered to your specification

  • Gift cards or vouchers

  • Sale/clearance artworks unless defective or damaged on arrival (statutory rights still apply)

  • Any artwork not in original condition due to handling after delivery

8. Faulty Items and Statutory Remedies

If an artwork is defective (not of acceptable quality or not fit for its intended purpose), you are entitled to remedies under your local consumer protection laws (e.g., the Consumer Protection Act in South Africa or statutory legal guarantees in the EU). We will facilitate the appropriate remedy (repair, replacement, or refund) as required.

Contact Us

  • Email: info@partnersonlinegallery.com

  • Phone: +27 76 032 4642

  • WhatsApp: +27 67 668 1201