Return & Refund Policy

1. Overview

At RenewCanvas Africa, we want you to be completely satisfied with your purchase. This policy outlines the conditions under which returns and refunds are processed. RenewCanvas Africa manages payment, delivery communication, return review, and artist payout release as the marketplace middleman.

2. Eligibility for Returns

Eligible for Full Refund

• Damaged in Transit: Artwork arrives damaged due to shipping issues (photos required within 48 hours of delivery)
• Significantly Different from Description: The artwork materially differs from the listing (size, materials, color discrepancies beyond normal variation)
• Wrong Item: You received an artwork different from what was ordered
• Not as Represented: Artwork was misrepresented in terms of recycled materials used

Reviewed Case-by-Case

• Change of Mind: You no longer want the artwork (subject to RenewCanvas admin approval, restocking fee may apply)
• Minor Variations: Small differences inherent to handcrafted items

Not Eligible for Return

• Artwork damaged after delivery due to buyer handling
• Custom or commissioned pieces (unless defective)
• Return requests opened after 48 hours without prior authorization
• Items with altered or removed artist tags/signatures

3. Return Process

4. Refund Methods

Refunds will be issued to the original payment method:

• Mobile Money: Refund credited within 3-5 business days
• Bank Transfer: Refund credited within 5-7 business days
• Credit/Debit Card: Refund processed within 5-10 business days (may take longer depending on your bank)

5. Artist Payout Hold

Buyer payments are made to RenewCanvas Africa, not directly to the artist. RenewCanvas holds the artist payout until 48 hours after delivery. If no eligible return request is opened during that window, the artist payout is released according to the platform payout schedule.

6. Return Shipping

• Damaged/Wrong Items: RenewCanvas Africa covers return shipping costs
• Change of Mind: Buyer is responsible for return shipping costs
• Artwork must be returned in original packaging to prevent damage
• We recommend using tracked shipping for returns

7. Restocking Fee

A restocking fee of up to 15% may apply for:

• Change of mind returns (if approved by RenewCanvas admin)
• Items returned without original packaging
• Items with minor damage upon return

8. Order Cancellations

Before Payment Confirmation

Orders can be cancelled freely before payment is confirmed. No fees apply.

After Payment, Before Shipping

Contact us immediately to request cancellation. Full refund will be processed if RenewCanvas has not yet released the order for shipment.

After Shipping

Cancellation is not possible once shipped. You may request a return upon delivery following the return process above.

9. Disputes

If you are unsatisfied with our decision regarding your return or refund request:

• Contact our customer support team to escalate the issue
• Provide any additional documentation or information
• A senior team member will review your case within 5 business days

10. Exchanges

Direct exchanges are not available. To obtain a different artwork:

1. Follow the return process for the original item
2. Place a new order for the desired artwork

11. Contact Us

For return and refund inquiries:

• Email: hello.renewcanvas.africa@gmail.com
• Phone: +250 788 000 000
• WhatsApp: +250 788 000 000
• Hours: Monday - Friday, 9:00 AM - 5:00 PM (EAT)