Cancellation and Returns Policy
Version 1 Sept 2021
All orders are “special order items” and are placed on our suppliers abroad upon receipt of payment and bank clearance thereof. Goods are not held in stock in RSA but with our suppliers abroad.
Cancellation is only possible before the order has been shipped from our supplier abroad as all orders are “special order items”. Please contact us immediately to understand whether cancellation is possible. No refunds will be allowed in the event of cancellation for special order items that have already been ordered and despatched from our suppliers abroad.
Unfortunately, we do not accept any returns due to the “special order” nature of the purchased item. Please make sure at time of ordering that the wallpaper product code and quantity is correct. Dreamweaver Studios cannot be held liable for any mistakes at time of ordering.
Please note that returns are not possible on sale goods.
In the unfortunate event of an error order or fault by ourselves or our suppliers, please Please contact us to lodge the problem and we will advise how to proceed with the return and timing on a replacement. Goods will need to be returned in the original packaging.
We cannot accept cancellation due to a delay in delivering the order, however we undertake to inform the customer of any undue delay that may be incurred due to circumstances beyond our reasonable control. We will do our utmost to deliver within our agreed timelines during the COVID-19 pandemic and our team monitors shipments daily. If we run into any delays, please bear with us as certain aspects of the importation of goods is outside of our control.
Delivery Terms and Conditions
Shipping to your designated delivery address will be made by a third party door-to-door courier company appointed by Dreamweaver Studios.
The person receiving the purchased item(s) will be required to sign a Proof of Delivery (POD)/Delivery note indicating that each item has been received in good condition and in this regard we urge you to take the necessary time to investigate and check the purchased product. Dreamweaver Studios cannot be held liable for any damages that were not indicated on the POD/Delivery note at time of delivery. Due to procedures with courier companies during the pandemic, one may not be asked to sign the documents but one needs to advise the person delivering, to note that the parcel was damaged upon receipt. Should the product/s be damaged or flawed on delivery, it is the customer’s responsibility to notify Dreamweaver Studios within 48 hours, and we will endeavor to replace the item in question.
We cannot be held financially liable for delay in delivering the order, however we undertake to inform the customer of any undue delay that may be incurred due to circumstances beyond our reasonable control.
Flawed Products - Returns and Refunds
It is the customer's responsibility to check the wallpaper to ensure it is the correct code, correct quantity and correct quality ordered. It is also the customer’s responsibility to make sure that all wallpaper products are checked for faults before and during hanging, even if installed by a third party.
Our returns policy for incorrect or flawed goods lasts for 14 days whereafter the return will not be accepted, so please check the sealed rolls timeously to avoid disappointment. We do not accept returned goods under any other circumstances.
When installing the wallpaper, carefully open the sealed rolls and inspect for any damage or flaws. Once installation begins, examine the first 2 or 3 lengths on the wall, to ensure there are no faults which were not previously visible. If at this stage you are in any doubt as to whether the paper is faulty, please stop work immediately and contact us. If the product is defective in any way or has a fault, a full replacement or refund will be made at no charge. However, if more than 3 drops are hung and the installation is carried out, no refund or replacement wallpaper claims will be entertained. Please take clear pictures to support your claim.
To start your return process, contact us immediately and we will advise how to proceed. All valid claims are subject to assessment by our staff and decisions made are at the discretion of Dreamweaver Studios management. We will also notify you of the approval or rejection of your refund.
If your return is approved and we are unable to replace the flawed item within 30 days, a full refund will be applicable. Your refund will be processed, and a credit will automatically be applied to your credit card or a bank EFT will be done, which could take up to 10 working days.
Tel: +27 11 262 4946