Returns & Refund Policy
Last Updated: August 2026
At Through My Lens, we want you to be completely satisfied with your purchase. This policy explains how returns, refunds, exchanges and damaged products are handled.
Our returns process operates subject to applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008.
1. Change-of-Mind Returns
If you simply change your mind about a purchase, please contact us as soon as possible.
Where a return is permitted by applicable law and this policy, the product must generally:
- Be unused and undamaged
- Be returned in its original condition
- Include original packaging and accessories where applicable
- Be accompanied by proof of purchase
Certain products may be excluded from change-of-mind returns where permitted by law, particularly personalised, customised or made-to-order products.
2. Damaged Products
Please inspect your order when it arrives.
If your book, print or other product arrives damaged, please contact us as soon as reasonably possible and provide:
- Your order number
- Your name
- A description of the damage
- Clear photographs of the damaged item and packaging
We will assess the issue and, where appropriate, arrange a replacement, repair or refund in accordance with applicable law.
3. Incorrect Product
If you receive an item that is different from what you ordered, please contact us before returning it.
We will arrange an appropriate solution, which may include:
- Sending the correct item
- Replacing the incorrect item
- Providing a refund
Where the error is ours, we will arrange the appropriate return or collection process.
4. Defective Products
If a product has a defect or does not meet applicable quality requirements, please contact us.
Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement or refund.
South African consumer law provides important protections regarding defective or poor-quality goods.
5. Personalised Products
Personalised, signed, customised or specially commissioned products may not be eligible for a change-of-mind return where applicable law permits such exclusion.
This does not affect your rights where the product is defective, damaged, incorrect or otherwise subject to a remedy under applicable law.
6. Limited-Edition Prints
Due to the specialised nature of fine-art and limited-edition photography prints, orders may be produced specifically for the purchaser.
For this reason, change-of-mind returns may be restricted where permitted by law.
Please carefully check the selected:
- Photograph
- Size
- Format
- Framing option
- Edition
- Personalisation
before completing your purchase.
7. How to Request a Return
Please contact us at:
Email: [Insert Email Address]
Please include:
Subject: Return Request – [Order Number]
Include your order number, the product concerned and the reason for the return.
We will provide instructions on the next steps.
Please do not send products back without first contacting us.
8. Return Shipping
Where a return is required because the incorrect product was supplied, or where a product is defective or damaged and the return is accepted under applicable law, Through My Lens will make appropriate arrangements regarding return costs.
For change-of-mind returns, the customer may be responsible for applicable return delivery costs where permitted by law.
9. Refunds
Once an approved return has been received and assessed, any applicable refund will be processed using the original payment method where reasonably possible.
The timing of the refund may depend on the payment provider and banking institution.
10. Sale Items
Sale or promotional products remain subject to applicable consumer rights.
A discounted price does not remove your legal rights in relation to defective, incorrectly supplied or otherwise non-conforming goods.
11. Questions
If you have any questions about returns or refunds, please contact us:
Through My Lens
Email: tania@throughmylense.co.za
Website: throughmylens.co.za