Irma Coetzer

Refunds, Returns and Cancellations Policy

Last updated: 16 June 2026

Irma Coetzer wants every artwork purchase to be handled fairly, carefully and transparently.

This policy explains the return, refund, exchange and cancellation arrangements applying to original artworks and commissioned artworks purchased through irmacoetzer.co.za.

Nothing in this policy is intended to limit any right available to a consumer under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law.

1. Original Artworks

Most artworks sold through this website are original, one-of-one pieces.

Because each original artwork is unique, an identical replacement may not be available. Where a replacement is not reasonably possible, an appropriate refund, repair or alternative arrangement will be discussed, subject to the customer’s rights under applicable law.

2. Seven-Day Cooling-Off Period for Online Purchases

Where the cooling-off provisions of the Electronic Communications and Transactions Act apply, you may cancel an online purchase of an original, non-personalised artwork without giving a reason.

You must notify Irma Coetzer in writing within seven days after receiving the artwork.

Where a return is made under this cooling-off right:

  • You will be responsible for the direct cost of returning the artwork.
  • The artwork must be handled carefully and returned in substantially the same condition in which it was received.
  • The original protective packaging should be used wherever reasonably possible.
  • The artwork should be returned using a trackable and appropriately insured delivery service.
  • The risk of loss or damage during the return remains with you until the artwork has been received.

A qualifying refund will be made in accordance with the time period required by applicable law.

3. Commissioned and Personalised Artworks

The statutory cooling-off period does not ordinarily apply to goods that are:

  • Made to the customer’s specifications
  • Clearly personalised
  • Created as a special commission
  • Produced specifically for an individual customer

Commissioned portraits, pet paintings and other personalised artworks are therefore generally not returnable merely because the customer has changed their mind.

This does not remove your rights where a commissioned artwork is defective, damaged, unsafe, materially different from the agreed specifications, or otherwise does not comply with applicable consumer law.

The quotation or commission agreement may also contain specific terms covering:

  • Reference photographs
  • Artwork dimensions
  • Medium and surface
  • Deposit requirements
  • Approval stages
  • Expected completion date
  • Delivery
  • Changes requested after work has begun
  • Cancellation after work has begun

Please review and approve these details carefully before commissioning work.

4. Cancelling a Commission

A commission may be cancelled before work begins, subject to the terms agreed when the commission was accepted.

Where work has already begun, a reasonable amount may be retained or charged for:

  • Work already completed
  • Materials purchased or used
  • Approved preparatory work
  • Other reasonable costs directly connected to the commission

Any cancellation charge will be considered in light of the work completed, the materials used and applicable consumer law.

5. Damaged Artwork on Delivery

Every reasonable effort is made to package original artwork securely.

Please inspect the parcel and artwork as soon as reasonably possible after delivery.

If the artwork arrives damaged:

  1. Notify Irma Coetzer as soon as possible, preferably within 48 hours.
  2. Provide your order number and the artwork title.
  3. Send clear photographs of:
    • The damaged artwork
    • The external packaging
    • The internal protective packaging
    • The courier label
  4. Keep the artwork and all packaging until the matter has been assessed.

The request to report damage within 48 hours assists with courier and insurance claims. A later report will not automatically remove any rights you may have under applicable law.

Where the artwork was damaged before or during delivery, return or collection arrangements will be made at no additional cost to the customer.

Depending on the circumstances and the customer’s legal rights, the available remedy may include:

  • A professional repair
  • A replacement where reasonably possible
  • An alternative artwork by agreement
  • A full or partial refund

6. Defective or Incorrect Artwork

Please contact Irma Coetzer if an artwork:

  • Is materially different from its website description
  • Is not the artwork ordered
  • Has an undisclosed material defect
  • Does not match the dimensions, medium or framing information stated
  • Is damaged before the customer accepts delivery
  • Does not comply with the quality standards required by law

Under the Consumer Protection Act, qualifying defective goods may be returned within six months after delivery without penalty and at the supplier’s risk and expense.

The customer may be entitled to a repair, replacement or refund as provided by applicable law.

Because an original artwork is normally one of a kind, an identical replacement may not be possible. Where this occurs, Irma Coetzer will discuss a lawful and reasonable alternative with the customer.

7. Natural Characteristics of Original Art

Original artworks may include visible brushstrokes, texture, layering, surface variation and other characteristics created by the artist’s technique.

These characteristics form part of the original work and are not ordinarily considered defects.

Colours may also appear slightly different depending on:

  • Screen settings
  • Device type
  • Lighting conditions
  • Photography
  • Browser display

Reasonable colour differences caused solely by screen display are not automatically defects. However, if the artwork received is materially different from its description or photographs, please contact Irma Coetzer.

8. Change-of-Mind Returns Outside a Statutory Right

Returns requested outside an applicable statutory cooling-off period are not automatically accepted.

A request may nevertheless be considered at Irma Coetzer’s discretion where:

  • The artwork is an original, non-personalised piece
  • The artwork has not been hung, altered or damaged
  • It remains in its original condition
  • Suitable original packaging is available
  • The customer contacts Irma before returning it

Do not return an artwork without first receiving return instructions.

Where a discretionary return is accepted, the customer may be responsible for the return delivery and insurance costs.

9. Sale and Discounted Artworks

Sale, promotional and discounted artworks remain subject to all rights provided by applicable South African law.

An artwork will not be refused a lawful return merely because it was purchased at a reduced price.

A change-of-mind return outside a statutory right may, however, be considered according to the discretionary return provisions above.

10. Returning an Artwork

Before returning an artwork, contact Irma Coetzer through the website Contact page or at:

Email: support@irmacoetzer.co.za

Please provide:

  • Your full name
  • Order number
  • Artwork title
  • Date received
  • Reason for the return
  • Relevant photographs where the artwork is damaged or defective

If the return is accepted, return instructions and the appropriate return address will be provided.

Please do not send an artwork to an address obtained from another source without first confirming the correct return arrangements.

11. Return Packaging

Original artwork is vulnerable to moisture, pressure, impact, scratches and bending.

Returned artwork must therefore be packaged securely.

Where reasonably possible:

  • Use the original box and protective materials.
  • Cover and protect the artwork surface.
  • Protect corners and frames.
  • Do not allow adhesive tape to touch the artwork, canvas or frame.
  • Use a trackable courier service.
  • Insure the parcel for its full purchase value.

A customer may be responsible for damage caused by inadequate packaging where the return is being made at the customer’s risk.

12. Return Delivery Costs

Return-delivery responsibility depends on the reason for the return.

Cooling-off or change-of-mind returns

The customer is responsible for the direct cost of returning the artwork.

Damaged, defective, incorrect or materially misdescribed artworks

Where the artwork qualifies for a return because it is damaged, defective, incorrect or materially different from what was agreed, return arrangements will be made at the supplier’s risk and expense as required by law.

The original delivery charge will be treated according to the reason for the return and applicable law.

13. Refund Processing

Once a returned artwork has been received, it will be inspected and the customer will be informed of the outcome.

Approved refunds will ordinarily be made using the original payment method.

Where payment was processed through PayFast, the refund may be processed through PayFast or by another appropriate method agreed with the customer.

Depending on the bank or payment provider, there may be a delay between the refund being processed and the amount appearing in the customer’s account.

Refunds will be processed within the period required by applicable law.

14. Exchanges

Because most artworks are original and one of a kind, a direct exchange for an identical item is generally not possible.

Where appropriate, an exchange for another available artwork may be agreed. Any difference in price, delivery cost or other amount will be confirmed before the exchange is completed.

An alternative artwork will never be substituted without the customer’s agreement.

15. Orders Cancelled Before Dispatch

Contact Irma Coetzer as soon as possible if you need to cancel an order before dispatch.

If the artwork has not yet been dispatched, the order may ordinarily be cancelled and refunded.

Where delivery, packaging, insurance or other non-recoverable costs have already been incurred, these will be handled fairly and in accordance with applicable law.

A personalised commission may be subject to the commission cancellation provisions above.

16. Artwork That Is No Longer Available

Original artworks are one-of-one pieces and may occasionally be sold through another channel before the website stock status has been updated.

If an ordered artwork is no longer available:

  • You will be notified promptly.
  • The order will be cancelled.
  • Any payment received will be refunded.
  • No substitute artwork will be supplied without your approval.

17. Delivery Delays

Estimated delivery dates are provided in good faith but may be affected by courier delays, weather, remote delivery areas or other circumstances.

If an order cannot be fulfilled within the agreed or legally required period, the customer will be informed and given the options available under applicable law.

18. Collection

Where collection is arranged, the customer should inspect the artwork when collecting it.

Any visible concern should be raised immediately where reasonably possible.

Collection does not remove any consumer rights relating to latent defects or other matters protected by law.

19. Refunds to Third Parties

Refunds will ordinarily be made to:

  • The person who placed the order
  • The original payment method
  • The account from which payment was received

This helps prevent fraud and protects customers.

Additional verification may be required before a refund is issued to a different person or account.

20. Contact

For questions concerning returns, refunds, cancellations, delivery damage or commissions, please use the website Contact page or contact:

Irma Coetzer
Website: irmacoetzer.co.za
Email: support@irmacoetzer.co.za

Please include your order number and artwork title wherever possible.