Returns, Exchanges & Refunds Policy
1. Incorrect, damaged, or defective items
If an order arrives damaged, defective, or materially different from the product ordered, contact hello@nlmg.co.za as soon as reasonably possible.
Please provide:
• Your order reference.
• A description of the problem.
• Photographs of the artwork, packaging, and damage where applicable.
We will assess the issue and explain the available next steps. Depending on the circumstances and applicable law, the remedy may include a repair, replacement, or refund.
Where the law requires the seller to bear return or collection costs, those costs will not be transferred to the customer.
2. Change-of-mind returns and online cancellation
Customers may have statutory cancellation or return rights depending on how the order was concluded and the circumstances of the purchase.
For qualifying electronic transactions, ECTA provides a cooling-off right in certain circumstances. Exceptions may apply, including to some goods made to a customer's specifications or clearly personalised goods.
We will assess each request in accordance with the applicable law. A product being printed to order does not, by itself, automatically remove every customer cancellation right.
Where a change-of-mind return is permitted, we will provide the return instructions, applicable deadline, and any lawful return-shipping arrangements.
3. Limited editions and signed artwork
Signing, numbering, or designating a print as a limited edition does not remove the customer's statutory rights. Any specific edition details will be stated on the product page.
4. Refund processing
Once a refund has been approved, it will be processed using the original payment method where reasonably possible and subject to the payment provider's procedures and applicable law.
The expected processing period will be communicated when the refund is confirmed. Statutory refund deadlines take precedence over any general estimate.
5. Items that should not be returned without contacting us
Please contact us before sending artwork back. This allows us to provide suitable instructions for paper, framed, and canvas formats and avoid unnecessary damage in transit.
This request does not limit any legal return, cancellation, warranty, or refund right.
6. How to request help
Email hello@nlmg.co.za with the subject line "Return or Refund Request", your order reference, and a description of the issue.
Important: Nothing in this policy excludes or restricts rights that cannot lawfully be excluded under South African law.
Editorial note (not part of the published policy): before publication, confirm processing/lead times, the cancellation window, return-shipping arrangements and who bears return costs, refund method and timing, and the damaged-item process.
