Returns & Refunds Policy
Effective Date: 2 September 2026
At Ethosart, we want you to be happy with your purchase. Every order is prepared with care, particularly our personalised and customised products.
Please read the following policy before placing your order.
- GENERAL RETURNS
Customers may request a return for eligible non-personalised products within 7 days of receiving their order, provided that:
- The product is unused and in its original condition.
- The product has not been personalised or customised.
- The product is returned in its original packaging where applicable.
- The product is not damaged, altered or worn.
- Proof of purchase is provided.
Items that do not meet these conditions may not qualify for a return or refund.
- PERSONALised & CUSTOM PRODUCTS
Because personalised products are made specifically according to your requirements, personalised and customised products are generally non-refundable and cannot be returned simply because you have changed your mind.
This includes products customised with:
- Names
- Photographs
- Logos
- Messages
- Custom artwork
- Personal designs
- Specific colours, sizes or other customer-selected options
Before production, customers are responsible for ensuring that all information, spelling, photographs, logos and design instructions provided to Ethosart are correct.
Once a personalised order has entered production, changes or cancellations may not be possible.
Exceptions
If your personalised product arrives:
- Damaged
- Defective
- Incorrect
- Different from the approved/customisation details provided
please contact us as soon as possible so that we can investigate the issue and, where appropriate, arrange a replacement, repair or refund.
- DAMAGED OR INCORRECT ITEMS
If your order arrives damaged or you receive the wrong product, please contact us within 48 hours of delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging, where applicable
We will assess the issue and advise you on the next steps.
Where the issue is confirmed to be an error on our part or a manufacturing defect, Ethosart may offer a replacement, repair or refund, depending on the circumstances.
- CHANGE-OF-MIND RETURNS
For eligible non-personalised products, returns due to a change of mind may be accepted within 7 days of delivery, subject to the product being unused, undamaged and in its original condition.
The customer will be responsible for the cost of returning the item.
Original delivery or shipping charges may not be refundable where the return is due to a change of mind.
- ORIGINAL ARTWORK
Original artworks are unique pieces and may be subject to specific return conditions.
If an artwork arrives damaged, please contact Ethosart within 48 hours of delivery and provide photographs of the artwork and packaging.
Returns of original artwork due to a change of mind will be considered on a case-by-case basis.
Because original artworks are unique and may be difficult to resell, customers should carefully review the artwork details, dimensions, materials and photographs before purchasing.
- NON-RETURNABLE ITEMS
The following items are generally not eligible for return due to change of mind:
- Personalised products
- Custom-designed products
- Products featuring customer-provided photographs or artwork
- Products printed with customer logos or messages
- Made-to-order items
- Custom apparel
- Original artwork, unless otherwise agreed by Ethosart
This does not affect any rights you may have under applicable South African consumer law.
- REFUNDS
Once a return or refund has been approved, Ethosart will process the refund using the appropriate payment method where possible.
Refund processing times may vary depending on the payment provider or bank.
Customers will be notified once the refund has been processed.
Where a refund is approved because an item is defective, damaged or incorrectly supplied, Ethosart will determine the appropriate refund, replacement or remedy in accordance with applicable law.
- EXCHANGES
Exchanges may be considered for eligible non-personalised products, subject to availability.
Personalised and customised products generally cannot be exchanged unless the product is defective, damaged or incorrectly produced.
- SALE ITEMS
Sale, promotional or discounted products may be subject to specific return conditions.
Where applicable, the conditions will be communicated at the time of purchase.
- RETURN SHIPPING
Where a return is requested because of a change of mind, the customer is responsible for the applicable return shipping costs.
Where an item is confirmed to be defective, damaged or incorrectly supplied by Ethosart, we will assess the appropriate shipping arrangement.
- HOW TO REQUEST A RETURN OR REFUND
To request a return or refund, please contact Ethosart with:
Order Number:
Full Name:
Contact Details:
Reason for Return:
Photographs, where applicable:
Please do not send products back before receiving return instructions from Ethosart.
- CONSUMER RIGHTS
Nothing in this Refunds & Returns Policy is intended to limit or exclude any rights or remedies available to consumers under applicable South African consumer protection legislation.
Where applicable, Ethosart will comply with the requirements of the Consumer Protection Act 68 of 2008.
- CONTACT US
If you have any questions regarding returns, refunds or exchanges, please contact us before sending an item back.
Ethosart
Email: sales@ethosart.co.za
Phone/WhatsApp: 069 208 5844 / 067 1730775
Website: www. ethosart.co.za