Refund and Returns Policy

Our Commitment to Quality

At Trezor Fine Art Gallery, we take immense pride in the craftsmanship of our fine art prints. Every piece is custom-printed to order on museum-grade papers (such as Hahnemühle German Etching) and is personally inspected before being signed and shipped. Because each print is a bespoke item created specifically for you, our policy is designed to protect both the integrity of the art and your investment.

1. Damaged in Transit (Our Guarantee)

We use heavy-duty, moisture-resistant shipping tubes and archival packing materials to ensure your art arrives in perfect condition. However, if your order is damaged during transit, we provide a 100% replacement guarantee.

  • Reporting Period: You must notify us of any damage within 48 hours of the courier delivery time.
  • Documentation: To process a replacement, please email orders@tfag.co.za with:
    1. Your Order Number.
    2. Clear photos of the damaged shipping tube before opening it.
    3. Clear photos of the damage to the print itself.
  • Resolution: Once the damage is verified, we will prioritize a new print for you and ship it at no additional cost.

2. The “Framer’s Rule” (Handling Policy)

Fine art prints are highly delicate. The surface can be easily creased or marked by the oils from human skin.

  • Recommendation: We strongly advise that you do not unroll your print at home. * Protection: Please take the unopened shipping tube directly to a professional framer. They are trained to handle archival papers safely.
  • Constraint: Trezor Fine Art Gallery cannot be held responsible for damage (such as kinks, creases, or smudges) caused by improper handling, unrolling, or re-rolling of the print by the client.

3. Custom-Made Orders & Returns

Because every print is a bespoke product made to your specific size and paper selection, we do not accept returns or offer refunds for “change of mind” or buyer’s remorse. We encourage you to review your choice of image and size carefully before completing your purchase.

4. Limited Edition Integrity

For our Limited Collector’s Edition prints:

  • Each print is part of a strictly controlled edition of 25.
  • If a replacement is required due to damage, the original damaged print must be destroyed (with photographic proof) or returned to us before a replacement of the same edition number can be issued. This ensures the rarity of your investment is maintained.

5. Refunds (If Applicable)

Refunds are only granted in the rare case that a replacement print cannot be produced or if there is a verified defect in the printing process not caused by shipping.

  • Once your return/claim is inspected, we will notify you of the approval or rejection of your refund.
  • Approved refunds will be processed back to your original method of payment (PayFast) within a certain amount of days, depending on your bank’s processing times.

6. Shipping Returns

If you are asked to return a product:

  • Address: Mail your product to: orders@tfag.co.za.
  • Cost: You will be responsible for paying for your own shipping costs for returning your item (unless it was received damaged). Shipping costs are non-refundable.
  • Insurance: If you are shipping an item over R3,500, you should use a trackable shipping service and purchase shipping insurance. We cannot guarantee that we will receive your returned item.

Need Help?

For any questions regarding your acquisition, please contact us at orders@tfag.co.za. We are here to ensure your experience with our gallery is as seamless as the art itself.