EFFECTIVE DATE: 1/06/2026
SHIPPING & RETURNS POLICY FOR SUI GENERIS ART
At Sui Generis Art, we are committed to ensuring that every artwork is carefully packaged, shipped, and delivered with the utmost care. As many of the artworks offered are original, one-of-a-kind pieces, we ask that you read this policy carefully before placing an order.
1. Order Processing
Once your order has been placed and payment has been successfully received, we will begin processing your order.
- Orders are generally processed within 2–5 business days, unless otherwise stated on the artwork listing.
- For commissioned works or made-to-order pieces, estimated completion and dispatch times will be communicated to you before production begins.
- Orders are processed during normal business days, excluding weekends and public holidays.
2. Shipping
- We ship throughout South Africa and to selected international destinations.
- All artworks are professionally packaged to minimise the risk of damage during transit.
- Shipping charges are calculated at checkout based on the size, weight, destination, and delivery method selected.
- Where available, a tracking number will be provided once your order has been dispatched.
3. Delivery Timeframes
Estimated delivery times are:
Within South Africa
- Major cities: 2–5 business days
- Regional areas: 5–10 business days
International Deliveries
- Typically 7–21 business days depending on destination and customs processing.
These timeframes are estimates only and may be affected by courier delays, customs inspections, severe weather, public holidays, or other circumstances beyond our control.
4. Customs and Import Duties
- International customers are responsible for any customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country.
- Sui Generis Art has no control over these charges and cannot estimate their amount.
- Failure to pay customs charges may result in returned shipments. Any additional costs incurred may be deducted from any refund where applicable.
5. Delivery Address
- Customers are responsible for providing a complete and accurate delivery address.
- Sui Generis Art is not responsible for delays or losses resulting from incorrect or incomplete delivery information supplied by the customer.
- If an order is returned due to an incorrect address, additional shipping charges may apply before the artwork is re-dispatched.
6. Risk and Ownership
- Ownership of the artwork transfers to the purchaser once full payment has been received.
- Risk of loss or damage passes to the purchaser upon delivery to the address provided during checkout.
7. Inspecting Your Artwork
Please inspect your artwork immediately upon delivery.
If the packaging appears damaged, we recommend photographing the package before opening it.
If the artwork has been damaged during transit, please notify us within 48 hours of delivery by email, including:
- Your order number
- Photographs of the damaged artwork
- Photographs of the packaging
- A brief description of the damage
Failure to report damage within this timeframe may affect our ability to assist with insurance claims.
8. Returns & Exchanges Policy
We accept returns for both defective and non-defective products within South Africa.
- Return Window: Returns must be initiated within 7 days of delivery.
- Exchanges: We do not accept exchanges. Customers wishing to replace an item may return the original product for a refund and place a new order.
- Acceptance: Returns are accepted for items delivered damaged, incorrect items, or non-defective new items returned within the 7-day return window.
9. Return Methods, Product Condition & Fees
- Product Condition: We accept returns for new, unused products only. Items must be in their original packaging with all accompanying certificates and documentation.
- Return Method: Returns can be submitted by post / courier or dropped off at an authorized drop-off location.
- Return Label & Shipping Costs: Customer's responsibility. The customer is responsible for covering return shipping label costs unless the return is due to our error (e.g. damaged or wrong item).
- Restocking Fee: No restocking fee (Free / 0 ZAR).
10. Refunds
- Once the returned artwork has been received and inspected at our facility, we will notify you of the status.
- Refund Processing Time: Refunds will be issued to your original payment method within 14 days of receiving and verifying the returned item.
- Original shipping charges are non-refundable unless the return is due to our error.
11. Non-Returnable Items
The following items are non-refundable and non-returnable unless defective or damaged upon arrival:
- Commissioned artworks
- Custom-made artworks
- Personalised artworks
- Gift cards
- Digital downloads
- Downloadable certificates or documents
12. Cancellations
- Orders may be cancelled before dispatch.
- Once an artwork has been shipped, the order cannot be cancelled.
- Commissioned artworks may only be cancelled before work has commenced. Once production has begun, deposits are non-refundable.
13. Lost Shipments
- If your shipment appears to be lost, please contact us as soon as possible.
- We will work with the courier to investigate the shipment and keep you informed throughout the process.
- Where shipping insurance applies, claims will be processed in accordance with the courier's procedures.
14. Packaging
- Every artwork is packaged using professional materials designed to protect it during transport.
- Where appropriate, artworks may be shipped rolled, flat-packed, or boxed depending on their size, medium, and framing requirements.
15. Contact Us
If you have any questions regarding shipping, delivery, or returns, please contact us: