Returns, Refunds & Replacements Policy

Last updated: October 2026

At Modular Moments, every photo product is made especially for you using the photographs, crops and selections you submit when placing your order. Because these products are personalised and cannot reasonably be resold to another customer, different return rules apply to them than to ordinary off-the-shelf products.

Nothing in this policy is intended to limit any rights that you may have under the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), or any other applicable South African law.

1. Custom and personalised products

All Modular Moments photo tiles, photo skins and other products printed using photographs, artwork, text or other content supplied or approved by you are custom-made and personalised specifically for your order.

For this reason, we do not accept returns, exchanges or cancellations simply because you:

• have changed your mind;

• no longer want the product;

• selected the incorrect photograph;

• selected the incorrect product, quantity or configuration;

• are unhappy with a crop, positioning or edit that you submitted and approved;

• subsequently prefer a different photograph or layout; or

• made an error when placing or configuring your order.

The ordinary cooling-off right applicable to certain online transactions under section 44 of ECTA does not apply to goods that are made to a consumer's specifications, are clearly personalised, or by their nature cannot reasonably be returned.

This does not affect your statutory rights where goods are defective, incorrectly supplied or otherwise fail to meet the requirements of applicable consumer law.

2. Your responsibility for photographs, cropping and editing

Before submitting your order, you are given the opportunity to select, position, crop and, where available, edit your photographs.

The final crop and positioning approved during the ordering process is treated as your final artwork approval.

Please check each image carefully before completing your order.

By submitting the order, you confirm that:

• you have selected the photographs you wish us to print;

• you have checked the positioning and crop of every photograph;

• you are satisfied with the image orientation and composition;

• you have reviewed your complete order before payment; and

• you authorise Modular Moments to manufacture the products using the files and configuration submitted by you.

Where the finished product accurately reflects the photograph, crop, orientation and configuration submitted or approved by you, dissatisfaction with that selection or crop will not constitute a product defect.

If, however, Modular Moments prints or manufactures the product differently from the artwork or configuration you submitted, this may constitute an incorrect or defective product and will be dealt with in accordance with this policy and applicable law.

3. Image quality

Customers are responsible for supplying images of suitable quality and resolution.

Where our website or ordering system provides an image-quality warning, you should carefully consider that warning before proceeding.

If you choose to proceed with an image that has been identified as potentially low resolution, blurred or unsuitable for printing, print quality resulting directly from the source image may not constitute a manufacturing defect.

We will nevertheless remain responsible for defects caused by our printing or manufacturing process.

Please also bear in mind that photographs viewed on a phone, tablet or computer screen may appear slightly different when printed. Screens use emitted light and vary in brightness, colour calibration and display settings. Reasonable differences between an on-screen image and a physical print are therefore possible and will not necessarily constitute a defect.

4. Defective, damaged or incorrectly manufactured products

We take care to ensure that every Modular Moments order is manufactured correctly and meets an appropriate standard of quality.

Under the CPA, consumers have the right to receive goods that are reasonably suitable for their intended purpose, of good quality, in good working order, free of defects and reasonably durable.

If you believe that a product supplied by us is defective, damaged, incorrectly manufactured or does not correspond with the order you submitted, please contact us as soon as reasonably possible.

To help us assess the problem quickly, please provide:

• your order number;

• a description of the problem;

• clear photographs showing the affected product;

• close-up photographs showing the alleged fault where appropriate;

• a photograph of the complete product where relevant; and

• any other reasonable information necessary for us to identify and assess the issue.

Photographs are requested to allow us to establish what has happened and, where possible, resolve the matter without requiring you to immediately return the product.

We may reasonably request additional photographs or inspect the product where this is necessary to assess the claim.

A request for photographs or information does not remove or restrict any rights you may have under the CPA.

5. Six-month statutory warranty

Products supplied by Modular Moments are subject to the statutory implied warranty of quality provided by sections 55 and 56 of the CPA.

If, within six months after delivery, goods fail to meet the applicable standards required by the CPA, you may be entitled to return the affected goods without penalty and at our risk and expense.

Where section 56 of the CPA applies, you may choose, as provided by law, to have the defective goods:

• repaired, where appropriate;

• replaced; or

• refunded.

Because many Modular Moments products are custom printed, replacement will often be the simplest and fastest practical solution, and we will gladly arrange this where that is your preferred remedy.

Nothing in this policy removes a consumer's right to another remedy where that right is provided by the CPA.

6. What constitutes a manufacturing fault

Examples of faults that may qualify for a remedy include, depending on the circumstances:

• a printing defect caused during production;

• printing the wrong customer image;

• an image being printed using a crop materially different from the final crop submitted by the customer;

• incorrect quantities supplied;

• defective or damaged acrylic components;

• manufacturing defects affecting the mounting system;

• significant physical defects present when the product was supplied; or

• goods being materially different from what was ordered.

Whether an issue constitutes a defect will be assessed with reference to the nature of the product, the information supplied at the time of purchase and your rights under applicable law.

7. What is generally not regarded as a defect

Subject always to your rights under applicable law, the following would generally not constitute manufacturing defects:

• dissatisfaction with a photograph selected by the customer;

• an incorrect crop, position or orientation that was selected and approved by the customer;

• spelling or other content errors submitted by the customer;

• low image resolution originating from the customer's source file;

• blur, noise, compression, focus problems or other characteristics already present in the original photograph;

• reasonable colour differences caused by differences between screens and printed materials;

• normal wear and tear;

• damage caused after delivery by misuse, mishandling, negligence or accident;

• failure to follow installation, care or removal instructions;

• damage caused by using the product on an unsuitable surface;

• alterations made to the product after delivery; or

• damage resulting from use contrary to the instructions supplied with the product.

We will not classify an issue as customer-caused merely to avoid a legitimate statutory warranty claim.

8. Goods damaged during delivery

If your parcel arrives visibly damaged, please photograph:

• the outer courier packaging;

• the shipping label;

• the internal packaging; and

• the damaged product.

Please send these to us as soon as reasonably possible after receiving the parcel.

Early notification helps us investigate the courier damage and resolve the matter more quickly.

Failure to notify us immediately does not automatically remove any statutory rights you may otherwise have.

9. Incorrect products or orders

If we send you:

• the wrong product;

• the wrong photograph;

• the wrong quantity; or

• a product materially different from the configuration you ordered,

please contact us with your order number and photographs of what you received.

Where the error was made by Modular Moments, we will resolve it at our cost and in accordance with your rights under applicable law.

10. Returns authorised by Modular Moments

Because our products contain customers' personal photographs, please do not return a product without first contacting us.

Where a physical return is required, we will provide return instructions.

Where goods qualify for return under section 56 of the CPA, the return will be handled without penalty and at the supplier's risk and expense as required by law.

We may not always require the defective personalised product to be physically returned if adequate photographic evidence allows us to resolve the issue appropriately.

11. Refunds

Where a refund is legally due or has otherwise been approved by us, the refund will ordinarily be made using the original payment method wherever reasonably possible.

Processing times after a refund has been issued may depend on the payment provider or financial institution.

Where only part of an order is affected, any refund may relate only to the affected product or portion of the order, unless applicable law requires otherwise.

12. Order changes and cancellations before production

Because products are made specifically for each customer, production may begin soon after an order has been submitted.

If you realise that you have made a mistake, please contact us immediately.

We will try to assist if production has not yet started, but we cannot guarantee that an order can be changed or cancelled once it has entered production.

This provision does not limit a cancellation or other right that applies by law.

13. Production and delivery

Estimated production and delivery times are provided on our website or during checkout.

Custom production times are separate from courier delivery times.

Where an agreed dispatch or delivery period applies, we will endeavour to fulfil the order within that period. Your statutory rights regarding non-performance, delayed performance or non-delivery remain unaffected.

14. Promotional, discounted and sale orders

Unless expressly stated otherwise, products bought at a promotional or discounted price remain subject to the same statutory rights regarding defective goods.

A discounted price does not remove your rights under the CPA.

However, a personalised product purchased on promotion cannot be returned merely because you have changed your mind, subject to applicable law.

15. Rights to photographs supplied

By uploading photographs or other content for printing, you confirm that you have the necessary rights or permission to use and reproduce that content for the purpose of fulfilling your order.

The handling and storage of uploaded photographs and personal information is governed separately by our Privacy Policy.

16. How to make a return, refund or defect claim

Please contact Modular Moments using the contact details published on our website.

Include your:

Order number
Name
Description of the issue
Relevant photographs or supporting information

We will review your request and respond with the next steps.

17. Consumer rights

This policy should be read together with the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002 where applicable.

Nothing in this policy is intended to exclude, waive or restrict any statutory right that cannot lawfully be excluded.

If any provision of this policy conflicts with a mandatory provision of South African consumer law, the applicable statutory provision will prevail.