Refund Policy

1. Custom Products – No Change of Mind Refunds

Because each product is custom-printed specifically for you, we cannot offer refunds for change of mind. This includes situations where:

• You no longer want the product after ordering
• The colours appear different than expected on your screen
• The artwork doesn't match your wall or décor as anticipated
• You uploaded a low-resolution image that resulted in lower print quality
• You selected the wrong size, material, or finish

We display a preview of your artwork before checkout. Please review this preview carefully and ensure you are satisfied with your design, size, and material selection before completing your purchase.

2. What We Consider Defective

We will replace your order at no additional cost if your product arrives with any of the following defects:

• Print quality issues: Blurry printing, visible banding, or ink smudges not present in your original artwork
• Colour errors: Significant colour deviation from the preview that is clearly a printing fault
• Physical damage: Tears, scratches, dents, or creases in the print or frame
• Wrong product: Incorrect size, material, or finish delivered
• Missing items: Parts of your order did not arrive
• Shipping damage: Products damaged during transit (crushed, bent, or water-damaged)

3. What Is NOT Considered Defective

The following are not considered defects and do not qualify for replacement or refund:

• Pixelation or low quality resulting from low-resolution source images you uploaded
• Minor colour variations due to differences between screen displays and printed output (this is normal in all printing)
• Design errors made by you during the creation process
• Products that don't meet your subjective expectations of "quality" when they match the preview
• Damage caused by improper handling after delivery

4. How to Report a Problem

If you receive a defective product, please contact us within 7 days of delivery with:

• Your order number
• Clear photographs showing the defect
• Photos of the packaging (especially important for shipping damage)
• A brief description of the issue

Email: sales@artalot.ai

We aim to respond to all claims within 2 business days.

5. Replacement Process

Once we verify that your product has a valid defect:

• We will produce and ship a replacement at no additional cost to you
• Replacement products are typically shipped within 3-5 business days
• You do not need to return the defective product unless specifically requested

6. Shipping Damage Claims

If your order arrives damaged due to courier handling:

• Contact us within 7 days with photos of the damaged packaging and product
• We will arrange a replacement at no additional cost
• We handle the claim with the courier – you don't need to do anything further

7. Order Cancellation

You may cancel your order within 2 hours of placing it, provided production has not yet begun. To cancel, email us immediately at sales@artalot.ai with your order number.

Once production begins, cancellation is no longer possible as your product is being custom-made specifically for you.

8. Refund Method

In the rare event that a refund is issued (for example, if we cannot fulfil your order), refunds will be processed to the original payment method within 5-10 business days.

9. Consumer Protection Act

This policy complies with the Consumer Protection Act 68 of 2008. As a consumer in South Africa, you have the right to receive goods that are of good quality, free from defects, and fit for purpose. Nothing in this policy limits those rights.

10. Contact Us

If you have any questions about this Refund Policy, please contact us:

Email: sales@artalot.ai
Address: B12 Mouille Court, 43 Beach Road, Cape Town, Western Cape, 8005