Refund policy
Last updated: 30 April 2026
Made-to-order — please read first
Almost every Stone and Gray product is made to order in our Cape Town studio. 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.
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.
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
- Email: [email protected]
- WhatsApp / phone: +27 76 789 6884
- Address: Stone and Gray, 26 Lategan Road, Hout Bay, Cape Town, 7806, South Africa
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.
