Refund and Returns Policy
At Studiobox, we understand that your satisfaction with our products is paramount. If a product doesn’t meet your expectations, we’re here to assist you with refunds or exchanges.
To initiate a refund or exchange, kindly reach out to us within 7 days of receiving your order. You can contact us by emailing info@studiobox.co.za and providing your order number, which can be found in your order confirmation email, along with your full name. Please share the reason for your return or exchange request. If your item is faulty, please provide us with comprehensive details.
For items to be eligible for return or exchange, they must be in the same condition as when received, including all tags intact, and if applicable, original box packaging. Items should be unassembled, unused, and in sellable condition.
For customized and made-to-order products, due to the personalized nature of these items, they cannot be returned.
Please note that refunds are not offered under our policy.
How to Process Your Return:
You, as our valued customer, are responsible for the return shipping cost of R120.00 (round trip – outgoing and incoming). This fee will be invoiced to you, and payment should be made in advance. Here’s how to return an item:
- Carefully pack the item, including all original packaging materials (bubble wrap, carton, etc.).
- We’ll coordinate with you to schedule a courier pickup for your item at a mutually convenient time.
- Upon receiving your return, we’ll send you an email confirmation and process the necessary credit.
Late Return Consideration:
To qualify for a refund or exchange, the request should be made within 7 days of receiving your order, followed by the return of the item(s) within 7 days of expressing your intent.
Exchanges:
Please note that we do not facilitate exchanges. All purchases are considered final. Customers are responsible for ensuring the accurate selection of size, material, and thickness for products such as “Acrylic blanks.” We do not accommodate exchanges based on “buyer’s remorse.”
Defective Merchandise:
Goods are classified as defective if they arrive damaged. We encourage you to inspect the packaging upon delivery and note any damage on the receiving ticket before signing. If packages remain unopened, please label your name as “unchecked” on the waybill.
Report any shortages or damages within 24 hours of receiving your order through written communication via email. Include a detailed explanation of the problem or defect, and if possible, provide photographs. We may provide a replacement part instead of requesting a full return, subject to our discretion.
Please note that wear and tear damage is not considered a manufacturing defect. If your item is delivered in a faulty state, contact us within 24 hours. Outside of this timeframe, queries may not qualify for a refund. For valid notifications within the timeframe, we’ll arrange an exchange for the faulty item.
Replacements are contingent on our determination of a manufacturer defect or damage during transit.
In the event of a faulty item, we’ll arrange a complimentary pickup and issue a replacement or voucher. If you’re unavailable during the courier pickup, an R80 unavailability charge, along with the R120 pickup cost, will apply. Any future pickups will be at the customer’s expense.
Color Discrepancies:
Please be aware that color variations may occur between screens and devices due to screen pixels and file formats. While we strive to maintain consistency, differences may arise. Feel free to contact us at info@studiobox.co.za if you have color-related concerns before placing an order.
Custom Orders:
Custom-made products are tailored specifically for you and are considered final sales. Returns, cancellations, or exchanges for custom orders are only possible in cases of manufacturer flaws.
For any questions or assistance, don’t hesitate to reach out to us at info@studiobox.co.za.