Refund policy

Last updated: 6 October 2026

Ordering from outside South Africa? Please read Orders outside South Africa below.

Made-to-order — please read first

Almost every Stone and Gray product is made to order. Once production has started on your order — printing, framing, mounting or finishing — we cannot cancel or refund it, because it has been made to your specifications. This exclusion is permitted by Section 44(2)(b) of the Electronic Communications and Transactions Act 25 of 2002.

If you are unsure about size, frame, finish or whether a piece is right for your space, please contact us before you order. Nikki is a WhatsApp message away at +27 76 789 6884 or by email at [email protected] and is happy to help.

Home decor: 7-day returns

Our home decor pieces, such as bone inlay boxes, woven baskets and rattan pendant lights, are not made to order, so the made-to-order rule above does not apply to them. You may cancel and return a home decor item within 7 days of delivery, without giving a reason.

Please let us know as soon as you can, ideally within 48 hours of delivery, by WhatsApp on +27 76 789 6884 or by email at [email protected], so we can book a courier to collect it in good time.

Please open your parcel carefully, cutting along the tape with a blade, and keep the original box. Items need to come back unused and in their original packaging, so they can go to another customer in perfect condition.

A return collection fee applies. It covers only the courier cost of collecting the item, so it depends on the item's size, and it is shown on each product page. We refund the full purchase price to your original payment method within 30 days of your cancellation, and usually within 7 business days of the item reaching us.

Cancelling an order before production starts

If you change your mind, email us at [email protected] as soon as possible with your order number. If production has not yet started, we will cancel the order and refund the full amount to your original payment method within 7 business days.

Once production has commenced, the order cannot be cancelled or refunded.

Damaged in transit

If your order arrives damaged, please notify us by email at [email protected] on the day of delivery, with photographs of the damaged item and the packaging. We will replace the damaged item with the same item at no charge to you. Please keep the original box and packaging — we use it to courier the replacement.

Damaged items are replaced, not refunded.

Incorrect item delivered

In the unlikely event that an incorrect item is delivered, please notify us on the day of delivery at [email protected]. We will arrange to collect the incorrect item and deliver the correct one at no charge to you. Please keep the original packaging.

Defective goods (Consumer Protection Act)

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008. Section 56 of the CPA gives you an implied warranty of quality: within six (6) months of delivery, if a product is found to be defective, unsafe or not as described, you may return it for a refund, repair or replacement at our option. The made-to-order exclusion above does not affect these CPA rights.

To make a defect claim, please email [email protected] with your order number, photos and a short description of the defect. We will respond within 5 business days.

Colour and finish

Colours can vary slightly between screens and monitors. Our prints are produced as faithfully as possible to the original artwork, but small variations in colour, paper texture or hand-finished elements are inherent to the process and are not considered defects. If colour-accuracy is critical for your project, ask us for a small sample swatch before placing a large order.

Orders outside South Africa (United Kingdom, European Union and United States)

No returns if you change your mind. Every print is made to order for you, in the size and frame you choose. Because of this, we cannot accept returns or give refunds if you change your mind, choose the wrong size or frame, or no longer want the item. If you are unsure about anything before you order, please email us at [email protected] and we will gladly help.

Cancelling. You can cancel only before printing starts. Printing usually starts within one business day of your order, so please email us straight away if you need to cancel.

Damaged or faulty prints are replaced free of charge. If your print arrives damaged, or has a printing or framing fault, email [email protected] within 14 days of delivery with:

  • your order number;
  • clear photos of the damage or fault;
  • a photo of the outer box showing the shipping label and its barcode.

Please keep the print and its packaging until we confirm your claim. You do not need to send anything back. Once your claim is approved, we send you a replacement at no cost. Damaged items are replaced, not refunded.

Your statutory rights. Nothing in this section limits any rights you have under the consumer law of your country in respect of faulty goods.

Refund method and timing

Where a refund is due, we will refund the original payment method used at checkout. Refunds are processed within 7 business days of approval; the time it takes for the funds to reflect in your account depends on your bank or payment provider.

How to contact us

Your statutory rights

This policy is intended to be read alongside our Terms of Service and Privacy Policy. Nothing in this policy is intended to exclude or limit any rights you may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or any other South African law that cannot lawfully be excluded.