Refunds and Returns Policy
Last updated: 18 June 2026
Thank you for supporting PIX-RSA. We want you to be happy with your order and we aim to handle returns, refunds and damaged deliveries fairly, clearly and in line with South African consumer law.
This policy applies to purchases made through https://www.pix-rsa.co.za/.
1. Our products
PIX-RSA sells photography, canvas prints, giclée prints, art prints, gift cards and related photographic products.
Some products may be printed or prepared according to your selected size, format, finish or custom request. This may affect whether a change-of-mind return is available.
2. Contact us before returning an item
Please do not return any product without contacting us first.
For returns, refunds or damaged deliveries, email:
Please include:
Your order number.
Your full name.
The product name.
The reason for the return request.
Clear photos if the item is damaged, defective or incorrect.
3. Damaged items on delivery
We take care to package prints securely, but damage can sometimes happen during delivery.
If your order arrives damaged, please notify us as soon as possible, preferably within 48 hours of delivery, so that we can assist quickly and raise the issue with the courier where needed.
Please send photos of:
The damaged product.
The outer packaging.
Any visible damage to the box, tube, wrapping or protective packaging.
If the damage is confirmed, we may offer a replacement, repair, reprint or refund, depending on the circumstances and what is reasonable.
4. Incorrect items
If you receive the wrong product, wrong size, wrong finish or an item that does not match your confirmed order, please contact us as soon as possible.
Where the error is ours, we will arrange a suitable correction, replacement or refund.
5. Defective products
If a product is defective, poor quality, damaged, or not reasonably suitable for its intended purpose, you may be entitled to a repair, replacement or refund in accordance with the Consumer Protection Act.
We may request photographs or require the item to be returned so that we can assess the issue.
A defect does not include damage caused by misuse, incorrect handling, incorrect hanging, exposure to unsuitable conditions, normal wear and tear, or damage after delivery that was not caused by PIX-RSA or its fulfilment partners.
6. Change-of-mind returns for online purchases
For standard, non-personalised catalogue products purchased online, you may request a return within 7 days of receiving the goods, provided that the product is unused, undamaged and returned in its original condition and packaging.
You will be responsible for the direct cost of returning the goods, unless the product is defective, damaged or incorrect.
Once the returned item has been received and inspected, we will process the approved refund using the original payment method where possible.
7. Custom, personalised or made-to-order items
Custom, personalised, special-order or made-to-specification products cannot usually be returned or refunded for change of mind.
This includes, where applicable:
Custom sizes.
Personalised requests.
Special print requests.
Products produced specifically according to your instructions.
Products that have already been printed, prepared or fulfilled for your order.
This does not affect your rights if the product is defective, damaged, incorrect or not supplied as agreed.
8. Gift cards and vouchers
Gift cards or vouchers are not refundable for cash, unless required by law or approved by PIX-RSA in writing.
Gift cards should be used before their expiry date, where an expiry date is stated.
9. Products that cannot be returned
We may decline a return where:
The item has been used, damaged or altered after delivery.
The item is not returned in suitable protective packaging.
The item is missing parts, certificates, packaging or accessories supplied with it.
The return request is for a custom, personalised or made-to-order product and there is no defect or fulfilment error.
The damage was caused by incorrect handling, storage, framing, mounting or display after delivery.
10. Return shipping
For approved change-of-mind returns, the customer is responsible for return shipping costs.
For defective, damaged or incorrect items, PIX-RSA will advise on the return process and may cover reasonable return shipping where the issue is confirmed to be our responsibility.
Please package returned items carefully. We cannot accept responsibility for items damaged during return shipping due to poor packaging.
11. Refund processing
Approved refunds will be processed using the original payment method where possible.
Refunds may take several business days to reflect, depending on the payment provider or bank.
Where a refund is due under applicable law, we will process it within the required legal timeframe.
12. Order cancellations
If you wish to cancel an order, please contact us as soon as possible at orders@pix-rsa.co.za.
If the order has not yet been printed, produced, packed or dispatched, we may be able to cancel it and process a refund.
If the order is already in production, printed, customised, packed or dispatched, cancellation may not be possible unless required by law.
13. Delivery delays
We aim to process and deliver orders within a reasonable time. Delivery times may vary depending on product availability, production requirements, courier schedules, public holidays, delivery area or events outside our control.
If there is a material delay or we are unable to fulfil your order, we will contact you and advise on the available options.
14. Colour and display differences
Please note that colours may appear slightly different on screens compared to the final printed product. This can happen because of monitor settings, screen brightness, print material, paper texture, canvas texture and production methods.
Reasonable colour variation is not normally treated as a defect, provided the product is otherwise of acceptable quality and matches the order description.
15. How to request a return or refund
Email orders@pix-rsa.co.za with your order details and reason for the request.
We will review your request and advise you of the next steps.
Returns must be approved before being sent back.
16. Business details
PIX-RSA
Website: https://www.pix-rsa.co.za/
Email: orders@pix-rsa.co.za
Business address: 38 Van Riebeeck Str, Ceres, 6835