Refunds, Exchanges and Returns

Diamond Dot Painting® South Africa

Last updated: 25 December 2025

This Returns & Refunds Policy is governed by the Consumer Protection Act (CPA) and forms part of the Terms & Conditions of Diamond Dot Painting®.

By placing an order, you acknowledge that you have read and understood this policy.

1. GENERAL PRINCIPLES

Diamond Dot Painting® aims to provide high-quality products. Due to the nature of DIY and custom products, returns and refunds are handled strictly in accordance with South African consumer law.

2. RETURNS – STANDARD (NON-CUSTOM) PRODUCTS

In terms of the CPA, you may return standard (non-custom) products within 7 days of delivery, provided that:

• The product is unused
• The product is unopened
• The product is in its original packaging
• The product is in a resaleable condition

Products that do not meet these criteria may be refused.

3. CUSTOM & PERSONALISED PRODUCTS

Custom or personalised diamond dot painting products (including designs created from customer-supplied images):

Are non-returnable and non-refundable, unless:

• The product is defective, or
• The incorrect product was supplied due to our error

This exclusion is permitted under the CPA for made-to-order and personalised goods.

4. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS

4.1 Reporting a Problem

If your order arrives defective, damaged, or incorrect, you must:

• Notify us within 7 days of delivery
• Provide clear photographic evidence
• Include your order number and description of the issue

Claims submitted outside this period may not be accepted.

4.2 Resolution

Once the issue has been verified, Diamond Dot Painting® will, at its discretion and in accordance with the CPA:

• Repair the product
• Replace the product
• Issue a refund

Returned items may be inspected before a resolution is approved.

5. RETURN SHIPPING COSTS

• Customers are responsible for return shipping costs unless the product is defective or incorrect
• Original shipping fees are non-refundable unless legally required

We recommend using a trackable courier service for returns.

6. REFUNDS

Approved refunds will be processed via the original payment method used at checkout.

Refund processing times:

• 5–10 business days, subject to banking and payment gateway processing times

7. NON-REFUNDABLE CIRCUMSTANCES

Refunds will not be issued for:

• Custom or personalised products (unless defective)
• Products returned used, damaged, or incomplete
• Delays caused by courier services beyond our control
• Failure to collect or accept delivery

8. CHARGEBACKS

Customers are encouraged to contact Diamond Dot Painting® directly before initiating a chargeback.

We reserve the right to dispute chargebacks where proof of delivery or compliance with this policy can be provided.

9. CONTACT DETAILS

All returns and refund requests must be directed to:

orders@diamonddotpainting.co.za

+27 73 719 7639