Refund policy

Return and Refund Policy

11 + 4 Studios wants your order to arrive safely and as expected. Please read the policy below before placing an order.

Change of Mind Returns

We do not offer returns, refunds, or exchanges for change of mind purchases.

This includes situations where a customer no longer wants the item, ordered the wrong artwork or size, expected different colours, or decides they do not like the artwork after receiving it.

Product colours may appear slightly different on screen compared to the final printed item due to screen settings, lighting, and print production.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 7 days of delivery.

Please include:

Your order number
Clear photos of the damaged item
Clear photos of the packaging
A short description of the issue

If the item is confirmed to be damaged or defective, we may offer a replacement, refund, or another suitable solution.

Incorrect Items

If you receive the wrong item or wrong size, please contact us within 7 days of delivery with your order number and photos of what you received.

If the error was on our side, we will assist with a replacement or suitable solution.

Return Conditions

Where a return is approved, the item must be returned in its original condition and packaging where possible.

Items damaged through misuse, poor handling, incorrect storage, or customer negligence will not qualify for a refund or replacement.

Refunds

Approved refunds will be processed using the original payment method where possible.

Refund processing times may vary depending on your bank or payment provider.

Shipping fees are not refundable unless the return is due to an error, damaged item, defective item, or another issue that 11 + 4 Studios is responsible for.

Custom or Future Products

If custom products, personalised items, commissions, or made-to-order products are added to the store in future, they may not be eligible for return or refund unless they are damaged, defective, or incorrect.

South African Consumer Law

This policy does not remove any rights customers may have under South African consumer protection law.

Where an item is damaged, defective, unsafe, or not as described, 11 + 4 Studios will handle the issue in line with applicable consumer protection requirements.