Refund policy

RETURNS POLICY FOR ONLINE PURCHASES

1. Cancellations / Change of Mind / Non-Defective Returns


You may cancel your order or return non-defective items within 30 days of delivery.
Items must be unused, unwashed, unassembled, and in their original packaging.
Email nc.sibanyoni2009@gmail.com with your order number, photos, and the reason for return.

Important Notes

Custom-made and personalised products (e.g., custom photo mugs, custom T-shirts, printed gifts) cannot be returned or cancelled once production has started.
This is because each item is made uniquely for you.

If your order has already been printed or processed, cancellation will not be accepted.

Costs & Fees

The customer is responsible for all delivery and collection costs for non-defective returns.
A handling fee of 15% will be deducted from the refund.
If your order included free delivery, the original delivery cost and collection fee will be deducted from the refund.

Packaging

If original packaging is discarded, you must ensure the item is securely protected before returning it.

Any damage due to inadequate packaging may result in additional charges.
Any damage due to inadequate packaging may result in additional charges.
Cooling-Off Period (ECT Act 25 of 2002)

Under Section 44(2) of the Electronic Communications and Transactions Act, you may cancel your order within 7 days.
However:
  • You will be responsible for return shipping costs if the goods were already dispatched.
  • This right does not apply to personalized or custom-made products.
  • Products that have been used, opened, or partly assembled cannot be cancelled under this act.

2. Returning Defective or Damaged Items

If a product arrives damaged, incorrect, or with a printing defect, we will gladly assist.
Process
Email nc.sibanyoni2009@gmail.com within 48 hours of delivery.
Include photos and a clear description of the issue.
A quality inspection may take up to 3 working days.

Resolution Options
If the defect is confirmed, we may offer:
  • A replacement,
  • A repair, or
  • A refund (where applicable).

We cover the collection and redelivery costs for defective items.

3. Warranty & Quality Claims


Photo World Lab products are checked carefully before shipping.
Warranty applies only to:
  • Printing defects
  • Manufacturing faults
  • Items damaged in transit
Warranty does not cover:
  • Wear and tear
  • Colour differences due to screen display variations
  • Incorrect photo uploads provided by the customer
  • Damage caused by misuse or washing errors (for apparel)

4. Refunds

Refunds are processed within 30 days from the date your return request is approved.
Refunds will be issued to the original payment method.
Shipping fees, handling fees, and packaging charges may be deducted where applicable.
If your product is personalised or used, no refund will apply.

5. Items Not Eligible for Return

Due to hygiene and personalisation reasons, the following cannot be returned:
  • Custom printed mugs
  • Custom T-shirts and clothing
  • Custom photo prints
  • Personalised gifts
  • Any item made specifically to your design or photo.
Used mugs, opened apparel, opened prints, or items damaged by the customer are not eligible.

6. Contact Us

For any return, refund, or product issue, please contact:
nc.sibanyoni2009@gmail.com
Phone / WhatsApp: +27113330297

We are here to ensure you have a pleasant and confident shopping experience.