Return & Refund Policy

Last updated: 21 July 2026

At THEMBSTUDIO FOR PAINTINGS & FRAMES TRADING, customer satisfaction is important to us. As many of our products are handmade and personalised, please read our policy carefully before placing an order.

Custom & Personalised Orders

All custom-made and personalised products are created specifically for each customer.

For this reason:

• Custom or personalised orders cannot be cancelled, returned, exchanged or refunded once production has started.
• Customers are responsible for reviewing and confirming all design details before production begins.

Ready-Made Products

If you purchase a ready-made product and wish to request a return, please contact us within 7 days of receiving your order.

Returned items must:

• Be unused and in their original condition.
• Be returned in their original packaging.
• Not show any signs of use or damage.

Return requests are subject to our review and approval.

Damaged or Incorrect Items

If your order arrives damaged, defective or you receive the wrong item, please contact us within 24 hours of delivery.

Please provide:

• Your order number.
• Clear photos of the product.
• Photos of the packaging.
• A brief description of the issue.

After reviewing your claim, we may offer a replacement, repair, store credit or refund where appropriate.

Non-Returnable Items

The following items cannot be returned or refunded:

• Custom or personalised products.
• Products damaged due to misuse or improper handling.
• Products returned without prior approval.
• Gift cards (if applicable).

Refunds

If a refund is approved:

• Refunds will be issued using the original payment method whenever possible.
• Processing times may vary depending on your bank or payment provider.
• Shipping fees are generally non-refundable unless the return is due to our error.

Order Cancellations

• Ready-made orders may be cancelled before they have been prepared or shipped.
• Custom orders cannot be cancelled once production has started.

Contact Us

If you have any questions regarding returns or refunds, please contact us:

Instagram: @thembstudioo