Refund policy
Each piece is individually handmade and is a unique work of art. I want you to feel confident and considered in your purchase, so I encourage you to take your time exploring each piece and to get in touch if you would like any additional information before ordering.
I am always happy to provide additional photographs, measurements or details about a particular work.
For any questions before purchasing, please contact me at info@melissaknoesen.com.
Change of Mind
As each artwork is one of a kind and created individually, I am unable to offer returns or exchanges simply because you have changed your mind or decided that a piece is no longer right for your space.
I understand that choosing an original artwork is a personal decision. If you are unsure about a piece, please feel free to contact me before purchasing and I will be happy to provide any additional information that may help you make your decision.
This does not affect any statutory rights that may apply to your purchase under South African law.
Handmade and One-of-a-Kind Artwork
There is something inherently individual about a handmade piece.
Small variations in form, texture, glaze, colour, surface and finish are part of the making process and contribute to the character of each work. Minor differences in size may also occur.
These characteristics are part of the nature of handmade ceramics rather than something that can be expected to be identical from one piece to another.
Photographs and descriptions are provided as carefully as possible to give you a clear sense of each work before you purchase.
Damage or an Issue with Your Artwork
Each piece is carefully inspected and packaged before leaving the studio.
If your artwork arrives damaged, is materially different from the work you purchased or there is an issue that was not apparent or described at the time of purchase, please get in touch as soon as possible at info@melissaknoesen.com.
Please include your order number, a few photographs of the artwork and packaging and a brief description of the issue. Where possible, please keep the original packaging until the matter has been resolved.
I will assess any claimed damage or defect within 10 working days of receiving your report and contact you with my decision. I will work with you to find an appropriate resolution in accordance with any applicable consumer rights.
Under the Consumer Protection Act 68 of 2008, I provide an implied warranty of quality for genuine defects in craftsmanship or materials. This applies for 6 months from delivery. Aesthetic preferences, natural variations in handmade work, or damage caused by handling after delivery are not covered by this warranty.
South African Consumer Rights
This policy is intended to operate in accordance with South African law, including the Electronic Communications and Transactions Act 25 of 2002 (ECTA) and the Consumer Protection Act 68 of 2008 (CPA).
For qualifying online purchases, ECTA provides a statutory right to cancel within 7 days after receiving the goods. This right is subject to the exclusions and requirements set out in the Act.
Certain transactions are excluded from this cooling-off right, including certain goods made according to a customer's specifications, clearly personalised goods and goods which by their nature cannot be returned.
Where a statutory cooling-off right applies, the direct cost of returning the artwork may be payable by the customer and any refund will be handled in accordance with the Act.
Commissioned Artwork
Commissioned pieces are created especially for you and are made according to an agreed brief, which may include specific dimensions, materials, colours or other personal requirements.
Commissioned pieces are non-cancellable and non-returnable once work has begun. Before I start work, I will provide you with a detailed proposal including design, timeline, cost and payment schedule for your approval. Payment is typically 50% deposit to begin work, with final payment due upon completion or before delivery. Once your design is approved and locked, the commission proceeds. Any changes to the approved design after work has started may incur additional costs and timeline adjustments.
The details of the work, pricing, payment schedule, timeline and cancellation terms will be confirmed with you before the commission begins, and will remain subject to any mandatory rights provided by law.
Return Shipping
If you believe your artwork needs to be returned, please contact me before sending it back so that I can guide you through the appropriate process.
Where a statutory right to return applies, return shipping will be handled in accordance with the applicable law.
Refunds
Where a refund is required under applicable law, it will be processed in accordance with the relevant statutory requirements. Refunds will normally be returned using the original payment method and will be processed within 30 days of assessment.
Processing times may vary by 5–10 working days depending on your bank or payment provider.
Contact
If you have any questions about your order or would like to discuss an issue with your artwork, please contact:
Please include your order number and any relevant photographs where applicable.
Your Statutory Rights
I want this policy to be clear while also respecting the consumer protections that apply under South African law.
Nothing in this policy is intended to exclude, restrict or waive any mandatory statutory right or remedy.
Where a statutory right applies, that right will take precedence over this policy.