Refunds and cancellations
07 / PolicyThis page sets out when an order can be cancelled, when it can be sent back, and how money finds its way to you again. It sits alongside your rights under South African law rather than in place of them.
Who you are buying from
- Seller
- Kyndal Jennings, trading as Kyndal Jennings Art
- Registration
- Sole proprietor, South Africa
- Address
- 1 Danie Joubert Street, White River, Mpumalanga, South Africa
When your order leaves the studio
Originals and prints are dispatched within 7 working days of your payment clearing. If a piece is going to take longer than that, Kyndal will write to you before those 7 days are up and tell you what to expect.
Cancelling before dispatch
You can cancel an order at any point before it is dispatched, for any reason at all. Email kyndaljenningsart@gmail.com with the order reference from your confirmation. Everything you paid comes back to you, delivery included.
Changing your mind after it arrives
The Electronic Communications and Transactions Act gives you seven days from the day an online order reaches you to cancel it without giving a reason and without penalty. Write to kyndaljenningsart@gmail.com within those seven days, then send the piece back unused and in the packaging it arrived in.
Return postage is yours to pay, and the piece is your responsibility until it is back in the studio, so please send it insured and tracked. Once it arrives undamaged, everything you paid is refunded, the original delivery charge included, within 30 days of your cancellation.
If it arrives damaged, or is not what was described
Tell Kyndal within seven days of delivery and send photographs of the piece and of the packaging it travelled in. She will arrange the return at her own cost, and you choose between a repair, a replacement where one exists, or a full refund. Under the Consumer Protection Act this right runs for six months from delivery, so a fault that only shows itself later is still hers to put right.
Commissions
A commission is booked with a deposit of 50 per cent of the agreed price. That deposit holds a date in the studio schedule and pays for the paper and pigment bought for your piece, so it is not refundable once the date is booked: the time set aside for your drawing cannot be sold to anyone else at short notice. The balance falls due when the piece is finished, before it is dispatched.
A commission is drawn to your specification, so the seven-day cooling off right above does not apply to it. The Act excludes goods made to a customer’s specification or clearly personalised, and a commission is both. If you cancel, anything you have paid beyond the deposit comes back to you in full.
Framing ordered specially for a piece is treated the same way, because it is cut to that one artwork.
None of this touches the paragraph above about damage: a commission that arrives damaged or is not the piece that was agreed is put right at Kyndal’s cost, like anything else.
How a refund reaches you
Refunds are made through Paystack, back to the card or account the payment came from. There is no way to send one to a different account, which is the same protection that stops anyone else claiming your money. Kyndal releases the refund as soon as the return is settled, and banks usually take a few working days after that to show it.
Your rights under the law
Nothing on this page takes away a right you hold under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002. Where this page and those Acts disagree, the Acts win.
Asking about an order
Email kyndaljenningsart@gmail.com or use the contact form. Quoting the order reference from your confirmation email gets you an answer fastest.
Last updated 18 September 2026