Refund policy

Our Made-to-Order Products

Every African ART.site piece is made to order in the wood option selected by the customer: Okoume, Mahogany, or Walnut. Because production begins specifically for each order, we cannot offer unrestricted change-of-mind returns across our full range.

Please review the product dimensions, wood selection, quantity, mounting requirements, and other product details carefully before placing your order. Natural differences in wood grain, tone, pattern, and colour are part of the character of real wood and are not considered defects.

30-Day Return Requests for Small Standard Orders

Customers may request a return within 30 calendar days after receiving an eligible small standard order.

For this policy, a small standard order means an order containing no more than two items that were purchased in the standard sizes, designs, and wood options shown on our website.

Submitting a return request does not automatically mean that the return has been accepted. To qualify for an approved change-of-mind return, the product must:

• Be unused, uninstalled, unassembled, and unaltered.
• Be in the same condition in which it was received.
• Be returned with all original parts, fittings, mounting hardware, and protective packaging.
• Be safely repacked in its original packaging.
• Include the receipt or other proof of purchase.

Products that have been installed, mounted, assembled, modified, damaged after delivery, or returned without adequate protective packaging cannot be accepted as change-of-mind returns.

Bulk, Commercial and Custom Orders

Bulk, commercial, project, wholesale, and specially customised orders are final sale and cannot be returned because materials and production capacity are committed specifically to the approved order.

This includes:

• Orders containing three or more units.
• Large-quantity orders, including orders for developments, hospitality venues, offices, lodges, retailers, or interior design projects.
• Products made to non-standard dimensions or specifications.
• Products with personalised details, custom finishes, design changes, engraving, or other customer-requested alterations.
• Orders produced under a quotation, project agreement, or written customer approval.

All relevant quantities, wood choices, dimensions, finishes, pricing, and production details for these orders must be agreed with the customer before production begins. These orders are not eligible for change-of-mind returns or exchanges after approval.

This exclusion does not apply where a product is defective, unsafe, materially different from the approved specification, damaged before delivery, or where a return or other remedy is required by applicable law.

Order Changes and Cancellations

If you need to change or cancel an order, contact us at info@africanart.site as soon as possible.

Changes or cancellations may be accepted only before materials have been allocated or production has begun. Once production has started, made-to-order, bulk, commercial, and custom orders cannot normally be cancelled or changed.

If a cancellation is accepted after costs have already been incurred, we may deduct reasonable, documented material, administration, or production costs where permitted by law.

Damaged, Defective or Incorrect Products

Please inspect your order as soon as it is delivered. If a product arrives damaged, appears defective, or is not the product or specification you ordered, contact info@africanart.site promptly and include:

• Your order number.
• A description of the issue.
• Clear photographs of the product, packaging, and shipping label.
• Photographs of any visible damage to the parcel before unpacking, where possible.

For courier-related damage, please contact us within 48 hours of delivery so that we can raise the matter with the courier promptly. This reporting period does not limit any statutory rights that may apply.

After assessing the issue, we will arrange an appropriate repair, replacement, collection, return, or refund in accordance with the circumstances and applicable law. Where we supplied a defective, damaged, or incorrect product, African ART.site will cover the reasonable approved return or collection cost.

Starting an Approved Return

To request a return, email info@africanart.site before sending the product back.

Please include your order number, the item you wish to return, the reason for the request, and current photographs showing the condition of the product and its packaging.

If the return is accepted, we will provide the return address and instructions for safely returning the product. Products sent to us without prior written return approval will not be accepted.

For an approved change-of-mind return, the customer is responsible for the return shipping cost and for the product until it is safely received by us. We strongly recommend using a tracked and insured delivery service. Original delivery charges are not refundable unless required by law.

Exchanges

Because products are made to order in the selected wood option, we do not offer direct change-of-mind exchanges.

If an eligible return is approved, the original product must first be returned and inspected. A different product or wood option must then be placed as a new order and will be subject to the current price and production lead time.

Sale Items and Gift Cards

Sale or clearance items are not eligible for voluntary change-of-mind returns. This does not affect any rights relating to defective, damaged, unsafe, or incorrectly supplied products.

Gift cards cannot be returned or exchanged for cash except where required by law.

Refunds

We will notify you after the returned product has been received and inspected.

If the refund is approved, it will be issued to the original payment method within 10 business days. Your bank or payment provider may require additional time to process and display the refund.

Reasonable deductions may be made for missing parts, damage, use, installation, alteration, inadequate packaging, or any reduction in value caused while the product was in the customer's possession, where permitted by law.

If more than 15 business days have passed since we confirmed that a refund was approved, please contact info@africanart.site.

International and European Union Orders

International customers may have additional rights under the mandatory consumer laws of their country.

Where European Union consumer withdrawal rights apply, the standard 14-day right of withdrawal may not apply to products made to the customer's specifications or products that are clearly personalised. Eligible non-custom products remain subject to any mandatory rights provided by applicable law.

Customers are responsible for return shipping, export documentation, duties, taxes, and other return costs for an approved change-of-mind international return unless the product is defective, damaged, incorrectly supplied, or applicable law requires otherwise.

Contact Us

For return, cancellation, damage, exchange, or refund questions, contact:

Email: info@africanart.site

Do not send a product to any address until written return approval and return instructions have been provided.