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At Gail Marra Design Studio, each piece is handcrafted with care and intention. As many of our items are handmade and/or custom created, our return policy is structured to comply with the Consumer Protection Act (South Africa) while protecting the sustainability of our small business.

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Custom & Made to Order Items

 

In terms of the Consumer Protection Act, custom made or personalised items are not eligible for return or refund unless they are defective, damaged, or incorrect.

This includes:

• Commissioned artwork

• Custom sized pieces

• Personalised or specially manufactured items

 

Cancellations of Custom Artwork 

 

 

Standard (Non Custom) Items

 

For non custom items purchased online:

• You may request a return within 7 days of delivery in accordance with the CPA cooling off period.

• Items must be unused, in original condition, and in original packaging.

• Return courier costs are the responsibility of the customer.

• Once the item has been received and inspected, a refund (excluding original delivery fees) will be processed.

 

We reserve the right to refuse a return if the item shows signs of use, damage, or alteration not due to a manufacturing fault.

 

 

Damaged, Defective or Incorrect Items

 

If you receive:

• A damaged item

• A defective item

• The wrong item

 

You must notify us within 48 hours of delivery, including clear photographs of:

• The item

• The packaging

• The shipping label

 

Once assessed, we will:

• Repair, replace, or refund the item at our discretion

• Cover reasonable return shipping costs where the claim is valid

 

Items must be returned within 5 business days after approval of the return request.