CANVAS TIME SA — RETURNS, REFUNDS & CANCELLATIONS POLICY
Last updated: 18 August 2026
At Canvas Time SA, many of our products are created specifically for each customer using their photographs, artwork, names, wording, sizes or other personalised information. This policy explains how cancellations, returns, damaged or defective products and refunds are handled.
- Personalised and Custom-Made Products
Many Canvas Time products, including canvas portraits, personalised mugs, tumblers, photo gifts, framed products and other custom-printed items, are made specifically according to a customer’s order.
Because these products are personalised or made to the customer’s specifications, they generally cannot be returned simply because the customer has changed their mind.
This does not affect a customer’s rights under applicable South African consumer law where goods are defective, damaged, incorrectly supplied or otherwise fail to meet applicable legal requirements.
- Cancellations Before Production
If you wish to cancel an order, please contact Canvas Time as soon as possible.
If production has not yet started, we may be able to cancel the order and issue an appropriate refund.
For personalised products, production may include activities such as:
graphic design or preparation of customer artwork;
printing or sublimation;
canvas stretching or block mounting;
framing;
engraving or other personalisation; and
preparation specifically undertaken for the customer’s order.
Once production of a personalised order has begun, cancellation may no longer be possible.
- Changes to an Order
If you need to change a photograph, name, wording, size, quantity or other personalised information, please contact us as soon as possible.
We will try to accommodate changes if production has not yet started.
Once an item has entered production, we cannot guarantee that changes can still be made.
- Customer-Supplied Information and Artwork
Customers are responsible for checking photographs, spelling, names, dates, wording, sizes and other information supplied when placing an order.
Where Canvas Time provides a digital design or proof for approval, customers should carefully check the proof before approving it.
If a customer approves a design containing an error that was clearly visible on the proof and originated from information supplied or approved by the customer, Canvas Time may not be able to provide a free replacement solely because the customer later notices or changes that information.
This does not apply where Canvas Time introduces an error after the customer’s approval.
- Damaged, Defective or Incorrect Products
If you receive a product that is:
damaged;
defective;
incorrectly printed or manufactured by Canvas Time;
materially different from your confirmed order; or
the wrong product,
please contact us as soon as reasonably possible.
To help us investigate the issue, we may ask you to provide:
your order number;
photographs of the product;
photographs of the packaging where applicable; and
a brief description of the problem.
We will assess the matter and provide an appropriate remedy in accordance with applicable South African consumer law.
Depending on the circumstances and applicable law, this may include repair, replacement or refund.
- Damage During Delivery
If your order arrives damaged, please take photographs of the product and its packaging and contact Canvas Time as soon as reasonably possible.
Please keep the damaged product and packaging until we have completed our assessment, as this may be required when investigating the matter with the delivery provider.
- Colour and Image Quality
Please remember that colours displayed on phones, tablets and computer monitors can differ slightly from colours produced by professional printing equipment.
Minor reasonable variations between screen colours and the finished printed product are therefore possible.
The final print quality also depends on the quality and resolution of photographs supplied by the customer.
Where reasonably practicable, Canvas Time may advise a customer if an image appears unsuitable for the requested print size.
A genuine manufacturing defect or material printing error caused by Canvas Time will be handled separately under the defective-products provisions of this policy.
- Refunds
Where a refund is approved, Canvas Time will normally refund the applicable amount using the original payment method, where reasonably possible.
Refund processing times may depend on the payment provider or financial institution.
Approved statutory refunds will be processed in accordance with applicable South African law.
Delivery charges may be handled according to the reason for the return and the customer’s applicable legal rights.
- Change-of-Mind Returns
For ordinary non-personalised products, any applicable statutory rights will be honoured.
However, the ordinary cooling-off provisions applicable to certain online purchases do not apply in the same way to goods made to a customer’s specifications or clearly personalised, as provided for under South Africa’s Electronic Communications and Transactions Act.
Accordingly, Canvas Time generally does not accept change-of-mind returns for personalised products once they have been produced.
- How to Request Assistance
For a cancellation, return, refund, damaged order or incorrect product, please contact Canvas Time through the contact details provided on our website.
Please include your:
Order number
Full name
Description of the problem
Photographs, where relevant
We will review the request and respond as soon as reasonably possible.
- Your Consumer Rights
Nothing in this policy is intended to exclude, restrict or replace any consumer right that cannot lawfully be excluded under South African law, including applicable rights under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.