Refund policy

Last updated: 31 August 2025

1. 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 Consumer Protection Act and other consumer protection legislation).
2. Eligibility for returns
   You may request a return if any of the following apply:
   a) The artwork arrives damaged in transit.
   b) An incorrect artwork was delivered.
   c) Change of mind: you notify us within 7 calendar days of delivery and the artwork is undamaged, not commissioned or customized, and is a standard catalogue item.
3. Notes:
   • Commissioned or customized artworks are non-returnable unless damaged or faulty on arrival.
   • Works altered to your specification (e.g., framing to order) are treated as customized.

 

1. How to start a return
   Please email partnersgalleryza@gmail.com to request a return.
   Include:
   • Order number
   • Reason for return
   • Clear photos of the item and packaging if damaged or incorrect
2. Timing:
   • Damage/incorrect item: notify us within 3 calendar days of delivery (photos within 48 hours helps us process claims with the courier/insurer).
   • Change of mind: notify us within 7 calendar days of delivery.
3. We’ll reply with approval and return instructions (including the return address and reference).
4. Packing and sending the return
   • Use the original packaging if possible (including corner protectors, sleeves, and any certificates). If unavailable, use packaging offering equal protection.
   • Include all accessories, paperwork, and certificates of authenticity (if any).
   • We recommend you use a trackable, insured courier service and keep the receipt and tracking number.
5. Return shipping costs
   • If the return is due to damage in transit or our error (picked, listed, or shipped incorrectly), we cover reasonable return shipping costs or arrange collection.
   • For change-of-mind returns, you are responsible for return shipping costs.
6. Risk and responsibility during the return
   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 back to us (including damage caused by any third party or courier you engage).
7. Condition of returned artworks
   • Returned artworks must be in original condition.
   • We may decline or adjust refunds where items show signs of use, handling damage, alteration, or inadequate repackaging.
   • For damage claims, keep all original packaging until your claim is resolved; we may need it for courier/insurer assessment.
8. Refunds
   • Once we receive and inspect the returned artwork, we’ll notify you of approval or the reason for any partial approval/decline.
   • Approved refunds are processed within 7–14 business days to the original payment method. Your bank or card issuer may take additional time to post the credit.
   • Unless the return is due to our error or damage, original outbound shipping and insurance are not refundable.
   • For change-of-mind returns, a reasonable handling fee (up to 10%) may be deducted to cover repacking and inspection where permitted by law and disclosed here.
9. Exchanges
   We don’t offer direct exchanges. If you’d like a different artwork, please return the original (if eligible) and place a new order.
10. 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
    • Any artwork not in original condition due to handling after delivery (except where required by law)
11. Faulty items and statutory remedies
    If an artwork is defective (not of acceptable quality or not fit for its intended purpose), you may be entitled to remedies under applicable law. We will facilitate the appropriate remedy (repair, replacement, or refund) as required. Please contact us promptly with details and photos so we can assist.
12. Courier damage and insurance claims
    If damage occurs in transit, we’ll work with you to assess and resolve the issue. Please:
    • Photograph the packaging and artwork immediately on receipt.
    • Keep all packaging until the claim is finalized.
    • Follow any instructions we provide for courier inspection or collection.
13. Contact us
    Email: partnersgalleryza@gmail.com
    Phone: +27 76 032 4642

We’re here to help—reach out if you have questions about eligibility, packing guidance, or anything else related to your return.