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Returns Policy

At Exquisite Photography, we want you to be completely satisfied with your purchase. This returns policy is in line with the Consumer Protection Act 68 of 2008.

Your Consumer Rights

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

  • Are defective or not of merchantable quality
  • Do not match the description provided
  • Are not fit for the purpose they were intended
  • Were delivered damaged or in incorrect specifications

You have up to 7 day from the date of delivery to return defective goods.

Returns Eligibility

✓ Eligible for Returns:

  • Defective Prints: Printing defects, incorrect colours, streaks, or spots caused by our production process
  • Damaged Goods: Items damaged during delivery (bent, scratched, or broken)
  • Wrong Items: Incorrect size, product, or specifications delivered
  • Quality Issues: Poor print quality due to our processing errors
  • Manufacturing Defects: Defects in frames, mounting, or finishing
  • Description Mismatch: Products that don't match our description

✗ Not Eligible for Returns:

  • Custom Orders: Made-to-order items with your specifications (unless defective)
  • Change of Mind: Returns due to customer preference after order completion
  • Low Resolution Images: Poor print quality due to low-resolution source files provided by the customer
  • Colour Variations: Normal colour differences between screens and prints
  • Customer Error: Incorrect measurements or specifications provided by the customer
  • Damage After Delivery: Damage occurring after successful delivery (unless due to defective packaging)
  • Used or Altered Items: Products that have been modified, installed, or used

How to Return an Item

Step 1: Contact Us

Contact our customer service team within 7 days of receiving your order (or up to 7 days for defective goods):

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

Step 2: Return Authorisation

Provide the following information:

  • Your order number
  • Item(s) you wish to return
  • Reason for return with detailed description
  • Clear photos of the item and any defects or damage
  • Proof of purchase (order confirmation email)

We will review your request and issue a Return Authorisation Number (RAN) if approved.

Step 3: Package & Send

Once you receive your Return Authorisation Number:

  • Package the item securely in original packaging (if available)
  • Include all accessories, documentation, and packaging materials
  • Write your RAN clearly on the outside of the package
  • We will arrange courier collection or provide return instructions
  • Keep your tracking number for reference

Step 4: Inspection & Resolution

After we receive your return:

  • Items are inspected within 2-3 business days
  • We verify the return meets our returns criteria
  • You receive notification of approval or rejection
  • Approved returns are processed for refund or replacement

Return Shipping

Defective or Incorrect Items

We cover all courier costs for returns of defective, damaged, or incorrect items. We will arrange courier collection at no cost to you.

Change of Mind (If Accepted)

Customer is responsible for return courier costs. Items must be returned in original, unused condition with all packaging intact.

Courier Partners: We work with The Courier Guy, Dawn Wing, Aramex, and PostNet for reliable delivery and returns throughout South Africa.

Refund Process

Refund Timeline

  • Processing:3-5 business days after inspection
  • EFT Refunds:1-3 business days to reflect in your account
  • Credit Card:5-10 business days depending on your bank
  • Cash/Deposit:Refunded via EFT to your nominated account

Refund Options

  • Full Refund: Return of the purchase price to your original payment method
  • Replacement: We send you a new item at no additional cost
  • Store Credit: Credit towards future purchases (if preferred)
  • Repair: We repair the item if possible and feasible

Return Conditions

Items must be returned:

  • In original condition (unless defective)
  • With all original packaging materials
  • With all accessories and documentation included
  • Unused and unaltered (unless returning due to defect)
  • Within 7 days of delivery (or 7 days for defective items)
  • With Return Authorisation Number (RAN)

Returns that do not meet these conditions may be rejected or subject to a restocking fee.

Special Circumstances

Custom & Personalised Orders

Custom-made items cannot be returned unless they are defective, damaged, or not as described. We strongly recommend reviewing all specifications carefully before placing custom orders.

Damaged in Transit

If your item arrives damaged, please refuse delivery or note the damage with the courier. Contact us immediately with photos. We will arrange a replacement or refund promptly.

Non-Delivery

If your order does not arrive within the expected timeframe, contact us immediately. We will investigate with the courier and arrange a replacement or refund if the item is lost.

Partial Orders

If you only want to return part of your order, each item will be assessed individually based on our returns criteria. Contact us with details of which items you wish to return.

Exchange Policy

We offer exchanges for items that are:

  • The wrong size (if applicable)
  • Defective or damaged
  • Different from what was ordered

To request an exchange, follow the same returns process. Once we receive and inspect the returned item, we will send you the replacement item with priority processing.

Important Notes

  • •All returns must be authorised before sending items back
  • •Unauthorised returns may be rejected or returned to sender
  • •We are not responsible for items lost or damaged during return shipping (keep tracking number)
  • •Refunds do not include original shipping costs unless the return is due to our error
  • •Promotional items or gifts must be returned with the main product

Contact Us

Customer Service

Email: hello@exquisitephoto.co.za

WhatsApp: 084 675 6959

Phone: 084 675 6959

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

Returns Address

Exquisite Photography Returns Department
Montgomery Road, Lorraine
Port Elizabeth, 6070
South Africa

Dispute Resolution

If you are not satisfied with how we handle your return, you have the right to:

  • Contact the Consumer Goods and Services Ombud
  • Lodge a complaint with the National Consumer Commission
  • Approach your provincial Consumer Protection Authority
  • Seek advice from the Consumer Protection Helpline: 0860 003 600

We are committed to fair treatment and resolving all returns in accordance with South African consumer law.

We're Here to Help

Our goal is to ensure you're delighted with your purchase. If you have any questions about returns, refunds, or exchanges, please don't hesitate to contact our friendly customer service team.

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