Refund and Returns Policy

Refund & Returns Policy

Effective Date: 01 July 2026

At Thermalux Canvas, we take pride in producing high-quality canvas products that are built to last. Your satisfaction is important to us, and we strive to ensure every order meets our quality standards. Please read our Refund & Returns Policy carefully before placing an order.

Returns

If you receive a product that is defective, damaged, or incorrect, please notify us within 7 days of receiving your order.

To be eligible for a return:

  • The item must be unused and in its original condition.
  • It must be returned in its original packaging where possible.
  • Proof of purchase or your order number must be provided.
  • Returns must be approved by Thermalux Canvas before being sent back.

Items returned without prior approval may not be accepted.

Custom-Made Products

Many Thermalux Canvas products are custom-made to customer specifications.

Due to the personalised nature of these products:

  • Custom-made items cannot be returned or refunded unless they are defective or incorrectly manufactured.
  • Please ensure all measurements, colours, and specifications are correct before confirming your order.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed using your original method of payment within 7–14 business days, depending on your payment provider.

Shipping charges are non-refundable unless the return is due to an error by Thermalux Canvas.

Exchanges

We will gladly replace products that are:

  • Defective
  • Damaged during manufacture
  • Incorrectly supplied

Replacement requests must be submitted within 7 days of receiving your order.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong product, please contact us immediately and include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product and packaging

This helps us resolve your claim as quickly as possible.

Non-Returnable Items

The following items cannot be returned unless faulty:

  • Custom-made products
  • Personalised items
  • Products that have been used, altered, or damaged after delivery
  • Clearance or sale items (unless defective)

Shipping Returns

Customers are responsible for return shipping costs unless:

  • The incorrect item was supplied.
  • The product is defective.
  • The item was damaged before delivery.

We recommend using a tracked courier service for all returns, as Thermalux Canvas cannot be held responsible for items lost during return shipping.

Order Cancellations

Orders may only be cancelled before production has started.

Once a custom-made item has entered production, cancellation may not be possible and any deposit paid may be non-refundable to cover materials and labour already incurred.

Warranty

Our products are manufactured using premium materials and quality workmanship.

If you believe your product has a manufacturing defect, please contact us. Each warranty claim will be assessed individually.

This warranty does not cover:

  • Normal wear and tear
  • Improper use or misuse
  • Accidental damage
  • Damage caused by neglect or incorrect care
  • Alterations or repairs carried out by third parties

Contact Us

If you have any questions regarding returns, refunds, or exchanges, please contact our team before returning any items. We will gladly assist you and guide you through the returns process.

Thank you for choosing Thermalux Canvas—premium canvas products built for South African living.