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PRIVACY POLICY

Customer Care

1. Privacy Policy

 

This policy explains how West-Evans editions (the “Company”, “we”, “us”, “our”) collects, uses, stores and shares your personal information when you use our website and purchase our products.

1. Information we collect
We collect information when you:

  • Visit and browse our website (device information such as IP address, browser type, time zone, pages viewed).

  • Create an account or place an order (name, billing address, shipping address, email address, phone number, payment information).

  • Upload images or design files for custom canvas prints.

  • Subscribe to newsletters or marketing communications.

 

2. How we use your information
We use your information to:

  • Process and fulfil your orders (including payment processing, shipping and invoicing).

  • Communicate with you — order confirmations, production updates, shipping notifications.

  • Improve our website, products and services.

  • Send you marketing communications (if you’ve opted in), special offers or newsletters.

  • Detect and prevent fraud or other prohibited or illegal activities.

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3. Sharing your information
We may share your information with:

  • Service providers (e.g., payment gateways, shipping companies, fulfilment partners) who help us fulfil orders and run our business.

  • Regulatory or legal authorities when required by law or to protect our rights.

  • None of your personal information will be sold or rented to third parties for marketing without your consent.

 

4. Cookies and tracking
We use cookies, web beacons, tags and similar technologies to gather device and browsing information. This helps us track website usage, improve functionality and deliver targeted advertising. You can disable cookies via your browser settings, but note that this may limit website functionality.

 

5. Data retention
We retain personal information for as long as is reasonably necessary to fulfil the purposes outlined above, comply with our legal obligations, resolve disputes, enforce our agreements and unless a longer retention is required or permitted by law.

 

6. Your rights
Depending on your jurisdiction, you may have the right to:

  • Access, correct or delete your personal information.

  • Withdraw consent to certain processing activities (e.g., marketing).

  • Request a copy of the personal information we hold about you.
    To exercise these rights, please contact us at [your contact email].

 

7. Security
We implement reasonable technical and organisational measures to protect your personal information against unauthorised or unlawful processing, accidental loss, destruction or damage.

 

8. International transfers
If your data is transferred to and processed in a country outside your jurisdiction, we’ll ensure appropriate safeguards are in place (such as standard contractual clauses, etc).

 

9. Changes to this policy
We may update this Privacy Policy from time to time. We’ll publish the updated version on our website and update the “Last updated” date.

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2. Refund & Returns Policy

 

This policy applies to purchases of canvas prints and covers returns, exchanges and refunds.

 

1. Custom printed items (made to order)
Because our canvas prints are custom-made (based on your image, design file or specific size), we do not accept returns for change of mind once production has begun. Please ensure you upload correct and high-quality images, check sizing and review your order details carefully before confirming.

 

2. Faulty or damaged items
If your print arrives and is damaged, defective, or incorrect (wrong size, wrong image, print error), you must contact us within [e.g., 7 days] of receipt. Please include a photo of the defect and your order number. We will inspect the claim and where approved will either:

  • repair or re-print the item free of charge; or

  • issue a refund or store credit (at our discretion).
    We may request the returned item or a photo of the item before approving refund/replacement.

 

3. Returns procedure

  • Contact us at [email address] within the time-limit with proof of fault.

  • Pack the item securely and ship it (or notify us for a courier pick-up) following our instructions.

  • We will notify you once the return has been received and inspected, and inform you of the outcome.

 

4. Change of mind (non-faulty items)
We do not refund or accept returns simply for change of mind on custom-printed items once production has started. If we agree to an exchange, you may be responsible for return shipping costs and any re-production costs.

 

5. Refunds
If a refund is approved, we’ll credit the payment method used within [e.g., 14 days] of approval. The amount will exclude original shipping charges, unless shipping was our error.

 

6. Shipping costs
If you return an item due to a fault, we will cover reasonable return shipping and redelivery of the replacement item. If the return is due to change of mind, you are responsible for shipping both ways.

3. Shipping & Delivery Policy

This policy describes how we handle production time, shipping, delivery and related terms for your canvas print orders.

 

1. Production / turnaround time
Standard production time is 3-10 business days] from the time your order is confirmed and all required files and approvals are received.
Priority production (for extra fee) may reduce this to [e.g., 1-5 business days].
(You may adjust these based on your actual operational capabilities.)

 

2. Shipping

  • We ship within South Africa to the addresses provided at checkout unless otherwise specified.

  • Shipping charges will be calculated at checkout.

  • Delivery time after dispatch depends on the courier and destination - typically 2-4 business days for major centres.

  • We are not responsible for courier delays, but will provide you with tracking information when available.

 

3. Dispatch notification
Once your order has been dispatched, we’ll send you an email (and/or SMS) with the tracking number and courier details.

 

4. Risk & title
The goods remain our property until full payment is received. Risk in the goods passes to you on delivery or collection. Please inspect the package and make note of any visible damage when the courier arrives.

 

5. Incorrect or incomplete address
If you provide an incorrect shipping address or fail to collect your order, you may be responsible for any re-shipment costs.

 

6. Non-delivery
If the courier fails to deliver after several attempts due to circumstances beyond our control (e.g., incorrect address, absent receiver), we may treat the order as delivered. You will remain liable for shipping and possibly re-delivery charges.

 

7. International shipping
This shipping will be calculated after the purchase has been made. This is due to varied shipping costs. We will contact you via email and Whatsapp with shipping rates and times. 

 

8. Shipping damage
If your package arrives damaged, you must report it within 24 hours of delivery and keep all packaging for inspection by the courier. We will work with the courier to file a damage claim.

 

9. Collection
If your order is for collection from our premises, we will notify you when it is ready. Please collect within 7 business days or contact us.

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