Refund policy

RETURN & REFUND POLICY

Last Updated: June 2026

We want you to be completely captivated by your artwork investment. Because we deal in high-value, original fine art and custom commissions, our return and refund procedures are structured to comply strictly with the South African Electronic Communications and Transactions Act (ECTA) while ensuring the absolute protection of the artwork. [1, 2]

1. Statutory 7-Day Cooling-Off Period (Original, Ready-Made Art)

In accordance with Section 44 of the ECTA, you have a statutory right to cancel your purchase and request a return for any original, ready-made artwork or fine art print within 7 days of the parcel being delivered to your door.

To qualify for a refund under this cooling-off period, you must meet the following strict conditions:

  • Notification: You must notify us via email at caroline@carolinevos.com within 7 calendar days of delivery to initiate the return.

  • Return Shipping Costs: You are solely responsible for booking and paying a reputable door-to-door courier service to return the artwork to our admin depot.

  • Mandatory Transit Insurance: Because these are high-value goods, you must opt-in for full transit insurance on your return shipment. We cannot issue a refund for items that are lost, stolen, or damaged during their return transit.

  • Pristine Condition: The artwork must arrive back at our depot completely undamaged, in its original pristine condition, and packed securely inside its original protective packaging materials.

2. Exclusions: Custom Art Commissions

Per Section 42(2) of the ECTA, the statutory cooling-off period does not apply to custom-made, personalized, or commissioned artworks created to a buyer's unique specifications.

  • All bookings, initial deposits, and milestone payments for custom creative commissions are strictly non-refundable.

  • Once a custom piece is finalized and approved via your digital creative brief checkpoints, the sale is final.

3. Curing Timelines & Order Cancellations

To ensure museum-grade archival quality, original paintings require a protective varnish layer. If you purchase a piece that has been freshly varnished, it must fully cure in a dust-free environment for 10–14 business days before it can be safely wrapped and packed for transit.

  • If you choose to cancel an order for a ready-made piece before it has been packed and dispatched from our studio, a full refund will be processed immediately. [1]

  • Once an item has been handed over to our insured courier network, it falls under the standard 7-day return policy rules outlined in Section 1.

4. Damaged Shipments (Transit Claims)

All artworks dispatched from our studio are 100% fully insured at our expense during initial transit. In the rare event that your package arrives damaged by the courier:

  1. Take clear, high-resolution photographs of both the outer packaging and the damaged artwork inside immediately.

  2. Email these images to us at [Insert Your Email Address] within 48 hours of delivery.

  3. Once verified, we will immediately initiate the transit insurance claim and arrange a full refund or an equivalent replacement remedy at no extra cost to you.

5. How Refunds Are Processed

Once your returned artwork is received at our depot and passes a meticulous quality inspection, we will notify you via email regarding the approval or rejection of your refund. [1]

  • If approved, your refund will be processed automatically back to your original method of payment (via PayFast / Yoco).

Please note that local and international banking systems can take between 5–10 business days for the funds to reflect on your statement. [1]