Refund policy

Virtual Cart Pty Ltd T/A Canvas and Gifts

Shop 3, Edison Business Park, C/O Fraser &, Edison Blvd, Vanderbijlpark, 1911

Phone: 069 934 8176

info@canvasandgifts.co.za

Returns Policy

1. Introduction

Thank you for shopping at Canvas and Gifts. We value your satisfaction and want to ensure that you have a positive shopping experience with us. This Returns Policy outlines the terms and conditions for returning products purchased from our website.

2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • The product must be in its original condition and unused.
  • The product must be returned within 7 days from the date of purchase.
  • The original packaging, tags, labels and accessories must be intact and included.
  • Products must have an acceptable level of defect to qualify for a refund or exchange.

3. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact our Customer Support team at info@canvasandgifts.co.za to request a Return Authorization (RA) number.
  2. Provide the following information:
    • Order number
    • Reason for return
    • Product name and quantity
  3. Once you receive the RA number, securely package the product along with a copy of the original invoice and clearly mark the RA number on the outside of the package.

4. Shipping the Return

Customers are responsible for the cost of shipping the returned product. We recommend using a trackable shipping method to ensure the safe and timely arrival of your return.

5. Inspection and Processing

Upon receiving the returned product, our team will inspect it to ensure it meets the eligibility criteria stated in Section 2. If the product meets these criteria, we will process the return within 5 - 7 business days.

6. Refund or Exchange

Depending on your preference, we offer two options:

  • Refund: The original purchase amount (excluding shipping, packaging and transaction fees) will be refunded to the original payment method used for the purchase. Refunds are issued at our discretion and will only be considered when accompanied by a valid reason. We reserve the right to decline refund requests that do not meet this requirement.
  • Exchange: Unfortunately, we do not accept any exchanges.  

7. Damaged or Defective Products

If you receive a damaged or defective product, please contact our Customer Support team within 24 hours of receiving the item. We will provide instructions on how to proceed with the return or exchange. Exchanges will be provided for items damaged during delivery or due to our error. Exchanges only, no refunds. 

8. Exceptions

Please note the following exceptions to our Returns Policy:

9. Order Cancellations

Cancellation Request: Customers may request to cancel their order within 24 hours of purchase. To do so, please contact our customer service team at info@canvasandgifts.co.za with your order number and cancellation request.

Cancellation Window:

  • Orders that have not yet been processed, printed or manufactured can be cancelled and refunded in full, excluding transaction fees and any other costs incurred up to the cancellation request.
  • Orders that have already been shipped cannot be cancelled and must follow our standard return policy.

Exceptions:

  • Customized or personalized items are not eligible for cancellation once the order has been confirmed.
  • Digital products or services are not eligible for cancellation once the download or access link has been provided.

10. Refunds

Approved cancellations and refunds will be refunded to the original payment method within 7 business days. Please note that it may take additional time for the refund to appear on your account, depending on your financial institution.

All refunds will exclude shipping and packaging fees.

All refunds will exclude design fees if this step has been completed.

All refunds will exclude transaction fees and will be calculated based on the payment method selected.

11. Wallpaper Policy

Please note that all wallpaper purchases are final sale. We do not accept any returns, exchanges, or cancellations once an order has been placed.

Our wallpapers are custom cut and prepared per order, which means we cannot offer refunds or replacements for:

  • Change of mind

  • Incorrect measurements provided by the customer

  • Unsuitable surface preparation or installation errors

We strongly recommend double-checking your measurements and ensuring that your wall surface is smooth, clean, and dry before application.

While we take great care to ensure the quality of our products, we do not provide any warranties or guarantees regarding durability, performance, or lifespan once the wallpaper has been applied.

By placing an order, you acknowledge and agree to this No Returns / No Warranties Policy.

12. Contact Us

If you have any questions or concerns regarding our Returns Policy, please contact our Customer Support team at info@canvasandgifts.co.za.