Refund policy
Return & Refund Policy
At Chromix, we stand behind the quality of every metal poster we produce. Each piece is crafted using dye-sublimation on aluminium for a finish that's built to last. This policy outlines your rights and our process for handling defective or damaged items.
Our Policy
We do not offer returns for change of mind. Please choose carefully — every poster is made to order and crafted with care.
If your poster arrives damaged, defective, or does not match the product listing, we will make it right. Contact us within 14 days of delivery with photographs and your order number, and we will offer a replacement or full refund at your choice.
What Qualifies as Defective
- Physical damage to the aluminium panel (dents, scratches, bending)
- Print defects (colour distortion, misalignment, fading, blurring)
- Damage caused during shipping (crushed packaging, cracked panel)
- Product received does not match the listing or approved proof
The following do not qualify:
- Minor colour variation due to screen-to-print differences
- Posters that have been installed, mounted, or show signs of use beyond initial inspection
- Damage caused by the customer after delivery
Custom / Personalised Orders
Custom poster orders (where you have uploaded your own image) are non-refundable — unless the print is defective or does not match the approved specifications. If you believe there is a quality issue, contact us with photographs within 14 days of delivery.
How to Submit a Claim
- Email us at stephan@chromix.co.za with your order number, a description of the issue, and clear photographs of the damage or defect.
- We will respond within 2 business days with a resolution.
- Do not discard the item or packaging until the claim is resolved.
If a return is required, we will provide instructions and cover the return shipping cost.
Refund Processing
- Refunds are issued to the original payment method.
- Once a claim is approved, refunds are processed within 10 business days.
Cancellations
- Before dispatch: You may cancel your order for a full refund at any time before it has been manufactured.
- After dispatch: Cancellations are not possible once an order has shipped. The defective/damaged policy above applies once you receive the item.
Your Statutory Rights
This policy does not limit your rights under the South African Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECT Act). Under the CPA, if goods are defective or not fit for purpose, you may return them within 6 months of delivery for a repair, replacement, or refund at your choice and at our expense.
Contact Us
For any product quality or refund queries:
- Email: stephan@chromix.co.za
- Response time: Within 2 business days
If you feel a dispute has not been resolved to your satisfaction, you may contact the Consumer Goods and Services Ombud (CGSO) or the National Consumer Commission.