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Refund Policy

At Exquisite Photography, we strive for your complete satisfaction with every custom print order. This refund policy complies with the Consumer Protection Act 68 of 2008.

Quality Guarantee

We guarantee the quality of all our custom prints. If you receive a print that has defects in printing, colour accuracy issues due to our processing, or damage that occurred during delivery, we will gladly provide a replacement or full refund at no additional cost to you. This guarantee is in addition to your rights under the Consumer Protection Act.

Your Consumer Rights

Under the Consumer Protection Act 68 of 2008, you have the right to:

  • Receive goods that are of good quality, in good working order, and free of defects
  • Return goods within 7 days if they fail to satisfy these requirements
  • A refund, replacement, or repair if goods are defective
  • Clear and accurate information about the goods and services

Refund Eligibility

Eligible for Full Refund or Replacement:

  • Printing defects (streaks, spots, incorrect colours due to our error)
  • Damage during delivery (bent corners, scratches, water damage)
  • Wrong size or product delivered
  • Manufacturing defects in frames or mounting
  • Significant colour variation from our proof (if proof was provided)
  • Goods not fit for purpose or not of merchantable quality

Not Eligible for Refund:

  • Normal colour variations between different devices and print media
  • Customer dissatisfaction with image quality due to low-resolution source files provided by the customer
  • Change of mind after order completion (as these are custom goods made to your specifications)
  • Custom sizing or framing mistakes based on incorrect measurements provided by customer
  • Damage after delivery (unless due to defective packaging)
  • Orders beyond the 6-month statutory period (unless otherwise agreed)

Refund Process

Step 1: Contact Us

Contact us within 7 days of receiving your order (you have up to 7 days for defective goods under the Consumer Protection Act) by:

  • Email: hello@exquisitephoto.co.za
  • WhatsApp: [Your WhatsApp number]
  • Phone: [Your phone number]
  • Through our contact form on this website

Step 2: Provide Information

Please include:

  • Order number
  • Description of the issue
  • Clear photos showing the problem (for defects or damage)
  • Your preferred resolution (replacement or refund)
  • Your banking details for refund (if applicable)

Step 3: Resolution

We will review your request within 2 business days and provide instructions for return (if needed) or issue your refund/replacement. Most issues are resolved within 5-7 business days. Returns may take longer depending on your location and courier availability.

Return Requirements

If a return is required, we will arrange courier collection or provide return instructions. Please:

  • Package items carefully in original packaging if available
  • Include all accessories (frames, mounting hardware, etc.)
  • Use the provided courier waybill or return label
  • Ship within 14 days of our return authorisation
  • Obtain proof of return (tracking number or collection receipt)

Note: You are not responsible for return courier costs on defective or damaged items.

For local returns within South Africa, we use reputable courier services such as The Courier Guy, Dawn Wing, or Aramex.

Refund Timeline

Replacement Orders

Rush processed within 5-7 business days (subject to courier availability)

Refund Processing

3-5 business days after return receipt

Refunds will be issued to the original payment method. EFT refunds typically reflect within 1-3 business days. Credit card refunds may take 5-10 business days to appear on your statement depending on your bank. For cash deposits or other payment methods, refunds will be processed via EFT to your nominated bank account.

Custom Orders & Rush Processing

Custom sized prints and rush orders: Due to the personalised nature of these orders, they can only be refunded if there is a printing defect, the goods are not of merchantable quality, or delivery damage occurred. Please double-check all specifications before placing custom orders.

We recommend ordering a proof for large or expensive custom orders to ensure satisfaction before final printing. This is especially important for custom framing and large format prints.

Prevention Tips

To ensure you love your prints:

  • Upload high-resolution images (at least 300 DPI at print size)
  • Review size specifications carefully before ordering
  • Consider ordering a smaller test print for colour accuracy
  • Contact us with questions about image quality or sizing before ordering
  • Provide accurate delivery address and contact information
  • Ensure someone is available to receive and inspect the delivery

Dispute Resolution

If you are not satisfied with our resolution of your complaint, you have the right to:

  • Refer your complaint to the Consumer Goods and Services Ombud
  • Approach the National Consumer Commission
  • Lodge a complaint with the Consumer Protection Authority in your province

We are committed to resolving all disputes fairly and in accordance with the Consumer Protection Act 68 of 2008.

Contact Information

Customer Service

Email: hello@exquisitephoto.co.za

WhatsApp: 084 675 6959

Phone: 084 675 6959

Hours: Monday-Friday, 9:00-17:00 (SAST)

Physical Address

Exquisite Photography
Montgomery Rd, Lorraine
Port Elizabeth, 6070
South Africa

Your Satisfaction is Our Priority

We want you to absolutely love your custom prints. If you have any concerns or questions about your order, please don't hesitate to reach out to us. We are committed to providing excellent service in accordance with South African consumer protection laws.

This refund policy was last updated on 5 November 2025 and complies with the Consumer Protection Act 68 of 2008.