Refund Policy

Clear answers when an order is damaged, incorrect or simply needs to come back.

Last updated: 1 September 2026

Business information: DECO STUDIOS (Pty) Ltd, registration number 2023/906238/07, trading as DECO. Contact: info@decostudios.co.za.

This policy preserves all rights you have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 and other applicable law.

Damaged, defective or incorrect orders

If an item arrives damaged, defective or different from what you ordered, email info@decostudios.co.za within 7 days of delivery with your order number and clear photographs of the item and packaging. Keep the product and packaging until we have assessed the matter.

Where the claim is valid, we will arrange an appropriate reprint, replacement, repair or refund at no additional product or delivery cost to you. Reporting within 7 days helps us resolve courier damage quickly and does not remove any non-excludable statutory rights.

Change-of-mind returns

Where the Electronic Communications and Transactions Act or another applicable law gives you a cooling-off right, you may notify us in writing within 7 days after receiving the goods. The item must be returned unused, uninstalled and in its original condition, with protective packaging suitable for the return journey.

For a permitted change-of-mind return, you are responsible for the direct cost and risk of returning the goods. We recommend a tracked courier service. Original delivery charges and other amounts will be handled as required by applicable law.

Custom and personalised work

Goods made to your specification, personalised for you or clearly custom-produced may not qualify for a change-of-mind return where the law provides an exception. This does not affect your rights if the item is defective, damaged or not what was agreed.

Items that cannot be accepted as ordinary returns

• items damaged after delivery through misuse, incorrect handling or installation;
• items returned without adequate protective packaging;
• used or altered items, unless the return relates to a defect or another statutory right; and
• gift cards or digital products once supplied, except where required by law.

Starting a return

Email us before sending anything back. Include your order number, the reason for return and supporting photographs where relevant. If the return is accepted, we will provide the return instructions and address. Unauthorised parcels may be delayed or returned to sender.

Refunds

Approved refunds are made to the original payment method. We aim to process them within 10 working days after approval or receipt and inspection of the return. Your bank or payment provider may take additional time. Where a statutory timeframe applies, we will comply with it, including the ECTA timeframe applicable to qualifying cooling-off cancellations.

Order changes and cancellations

Contact us as soon as possible if you need to change or cancel an order. Because printing and framing may begin shortly after purchase, we cannot guarantee a change once production has started, subject always to rights that cannot lawfully be excluded.