Return and Refund Policy

Last updated 15 September 2026  •  Applies to online and direct CanvasPlus orders

CanvasPlus wants every order to arrive as agreed and in a condition fit for its intended use. This Policy explains cancellations, returns, repairs, replacements and refunds. It must be read with the CanvasPlus Terms of Service and Shipping Policy.

Nothing in this Policy excludes or limits a right or remedy that may not lawfully be excluded under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or other applicable South African law.

1. Product categories

·   Personalised or customer-specific products include products created or altered for a particular customer, including products using an uploaded image, custom text, a chosen crop or wrap, a customer-approved layout, image restoration or enhancement, or another customer-specific instruction.

·   Made-to-order products include products manufactured only after an order is placed, even if the artwork is selected from a pre-designed range, where the item is made to the customer’s selected specifications.

·   Standard stock products are pre-made, non-personalised products supplied from standard stock and not made or altered for a particular customer.

Pre-designed and fan-inspired products may fall into more than one category. The product description and order confirmation will indicate the nature of the item. Any statutory cooling-off exclusion will be applied only where the law permits it.

2. Change-of-mind cancellations and returns

2.1 Before payment

An unpaid cart or quotation may generally be abandoned unless a separate written agreement says otherwise.

2.2 Personalised and made-to-order products

Payment authorises CanvasPlus to begin order-specific preparation, design, material allocation and production. After payment, a personalised or made-to-order order cannot be cancelled or returned merely because the customer changed their mind, selected the wrong option or no longer wants the product, except where a non-excludable statutory right applies.

This restriction does not affect rights relating to defective, unsafe, damaged, incorrectly supplied or materially misdescribed goods; a failure by CanvasPlus to perform; or a cooling-off right that applies because of the way the sale was marketed or concluded.

2.3 Standard non-personalised products

Where section 44 of the Electronic Communications and Transactions Act applies, a customer may cancel the purchase of eligible standard goods without reason or penalty by giving written notice within seven days after receiving them. The customer is responsible only for the direct cost of returning those goods. CanvasPlus will refund the payment within 30 days after the date of cancellation, subject to the law.

Please take reasonable care of an item while it is in your possession. Returning it unused, complete and in its original packaging where reasonably possible helps CanvasPlus process the return, but this request does not remove a statutory right.

2.4 Direct marketing

If an order resulted from direct marketing, the customer may have an additional statutory cooling-off right. CanvasPlus will honour that right where it applies, even if the product would otherwise be non-cancellable under this Policy.

3. Defective, damaged or incorrect products

Contact CanvasPlus as soon as reasonably possible if a product is damaged in transit, incorrect, unsafe, defective, or does not materially match the approved order. For visible courier damage, CanvasPlus asks that the issue be reported within 48 hours of delivery so that a courier claim can be opened promptly. Missing that requested period does not extinguish any right provided by law.

For goods that do not meet the quality requirements of the Consumer Protection Act, the customer may return them without penalty and at CanvasPlus’s risk and expense within six months after delivery. Where the Act applies, the customer may direct CanvasPlus to repair or replace the goods or refund the price paid. If repaired goods fail again in the circumstances covered by the Act, CanvasPlus will provide the further remedy required by law.

·   Photograph the outer packaging, the full product and the affected area.

·   Keep the packaging and product until CanvasPlus or the courier confirms that they are no longer needed for inspection.

·   Provide the order number, delivery date and a clear description of the problem.

4. Matters that are not ordinarily defects

The following will not ordinarily amount to a manufacturing defect where the outcome was accurately disclosed, reasonably foreseeable or approved by the customer:

·   minor colour differences between a backlit screen and a printed canvas, or reasonable variations between print batches;

·   visible pixelation, blur or loss of detail caused by a customer-supplied low-resolution file where the limitation was disclosed or a proof was approved;

·   spelling, wording, crop, orientation, layout or mirror-wrap choices shown in an approved proof;

·   reasonable differences produced by image restoration or AI-assisted enhancement where the process and proof were accepted;

·   damage caused after delivery by misuse, moisture, excessive heat, prolonged direct sunlight, alteration, unsuitable cleaning or incorrect installation; or

·   a customer ordering the wrong size, image, wording or delivery address.

This section does not prevent a customer from showing that the product is defective, unsafe, materially misdescribed or otherwise protected by law.

5. How to request a return or remedy

1. Contact CanvasPlus at support@canvasplus.co.za or on 074 844 4484 and provide the order number, the purchaser’s name and contact details, the requested remedy, and photographs where relevant.

2. Wait for return or collection instructions. Please do not send an item cash-on-delivery or to an unconfirmed address.

3. CanvasPlus will arrange or authorise transport for a valid defect, incorrect item or delivery-damage claim where the law places that cost and risk on CanvasPlus. For an eligible change-of-mind return, the customer bears the direct return cost.

4. CanvasPlus will assess the product within a reasonable time and confirm the repair, replacement, refund or other lawful outcome in writing.

6. Refunds

·   Refunds are made to the original payment method unless another lawful arrangement is agreed in writing.

·   An approved refund will ordinarily be initiated within seven business days. Any shorter or specific statutory period will be honoured; eligible electronic cooling-off refunds will be made within 30 days after cancellation as required by law.

·   A bank or payment provider may take additional time to reflect the credit after CanvasPlus has initiated it.

·   Delivery charges and return costs will be refunded or borne by CanvasPlus where the law requires. No deduction or restocking fee will be imposed where prohibited by law.

·   If only part of an order is affected, a remedy may be limited to the affected item unless the remainder cannot reasonably be used as intended.

7. Cancellation by CanvasPlus

CanvasPlus may decline or cancel an order before fulfilment if it cannot reasonably produce or supply the item, if payment is not successfully completed, if there is an obvious pricing or listing error, if the requested content appears unlawful or infringes third-party rights, or if fraud or misuse is reasonably suspected. CanvasPlus will notify the customer and refund amounts paid for any unperformed portion of the order, unless the law permits a different outcome.

8. Contact CanvasPlus

Questions, requests and notices relating to this document may be sent using the details below.