Terms and Conditions

1. Orders
Our website allows customers (“users”) to place electronic orders (“orders”) for one or more products, subject to availability.
A purchase contract (“sale”) between the user and Novel Art & Frames is only complete once payment has been successfully processed, received, and accepted by Novel Art & Frames.

2. Payment
If payment fails due to insufficient funds, incorrect details, or a non-existent account, the order will not be processed. All orders are subject to product availability.
For EFT payments, please note the following:
1. Payment and proof of payment must be received within 2 hours of placing your order.
2. Orders not paid within this time will be automatically cancelled.
3. Orders placed after hours, on weekends, or on public holidays will be processed on the next business day. If you experience any payment issues, please contact us at 031 327 5300

3. Reservation of Products
Products cannot be reserved for future purchase. Adding items to your cart without completing payment does not constitute a confirmed order or reservation. If an item is marked as “on hold,” it means another user currently has the last available item in their cart. Should that order expire without payment, the item will be released back for sale on the website.

4. Availability
All products are subject to limited stock. Novel Art & Frames will make every reasonable effort to remove items from sale once stock runs out. If we are unable to fulfil your order at the advertised price because the product is sold out or unavailable, you will be notified and refunded the full amount paid.

5. Termination of Suspected Fraudulent Orders
Novel Art & Frames reserves the right to cancel or refuse any order suspected of being fraudulent — including cases involving stolen credit cards or misuse of promotions. In such cases, we may request supporting documentation (e.g., proof of ID or the front of your credit card) to verify the transaction. If this documentation is not provided within 24 hours, the order may be cancelled.

Refunds for suspected fraudulent transactions will not be processed by Novel Art & Frames; affected cardholders must initiate a chargeback through their bank.

6. Products and Shipping
Products are shipped according to the stated shipping times for each item. If your order includes products from different categories or suppliers, delivery times will align with the item that has the longest estimated delivery time. While we aim to meet our shipping estimates, please note that delivery times are approximate. Our standard shipping timeframe is 5–14 working days.

7. Cooling-Off Period (Cancellation Policy)
Novel Art & Frames offers a 5-day cooling-off period during which you may cancel your order. Once this period has passed, the order will be considered a binding contract of sale, requiring full payment and associated delivery costs. We reserve the right to refuse a return or exchange outside this period.

8. Refunds
Refunds will be processed using the original method of payment or credited to your Novel Art & Frames wallet. Processing times are typically 1–5 working days, while EFT or credit card refunds may take 2–3
working days to reflect due to bank processing delays.

9. Returns and Exchanges
Novel Art & Frames has the following return and exchange policy:

(a) Defective Products
If a product is damaged in transit or supplied defective, we will either replace the item or issue a refund.
To qualify, the product must be returned in its original packaging and condition.
Items not returned in original packaging will incur a 10% handling fee.
All defects must be reported in writing within 48 hours of receipt.

(b) Incorrect Items Supplied
If an incorrect item is delivered, we will replace it or issue a refund.
The product must be returned in its original packaging and condition, failing which a 10% handling fee applies.
Incorrect items must also be reported in writing within 48 hours of receipt.

(c) Custom-Made Products
Due to the custom nature of our products, returns or exchanges cannot be accepted for incorrect sizes, measurements, or misunderstandings regarding the product’s intended use.
Please note: Shipping fees are non-refundable.

10. General Conditions: Service Disruption
While we strive for continuous availability, Novel Art & Frames cannot guarantee uninterrupted website access.
We are not liable for downtime, service interruptions, or data loss resulting from technical issues.
We also cannot be held responsible for cross-browser incompatibilities.
For the best experience, please use Google Chrome, Safari, or Firefox.

11. Intellectual Property
All content on this website — including text, images, product listings, videos, and databases — remains the property of Novel Art & Frames or its vendors.
Any modification, reproduction, publication, or distribution without prior written consent is strictly prohibited.

12. Termination or Cancellation of Orders
Novel Art & Frames reserves the right to cancel or refuse any order suspected of fraud, as detailed above.
We may also request verification documents before fulfilling orders.
Refunds for suspected fraudulent transactions will not be processed; cardholders must initiate a chargeback with their bank.

13. Changes to Terms and Conditions
Novel Art & Frames reserves the right to update or revise these Terms & Conditions at any time.
Continued use of our website constitutes acceptance of the latest version.
You will be required to accept the Terms & Conditions each time you place an order.
We also reserve the right to restrict or deny access to our services to any individual or domain at our discretion.

Disclaimer

Novel Art & Frames makes no warranties, representations, or guarantees regarding the accuracy, completeness, or reliability of the information provided on this website.
While every reasonable effort has been made to ensure that the content is current, accurate, and clearly presented, inadvertent errors may occur, and applicable laws, regulations, or requirements may change from time to time.

Novel Art & Frames therefore accepts no responsibility or liability for any loss, damage, or consequence arising directly or indirectly from the use of, or reliance upon, any information contained on this website.

All users are strongly encouraged to seek independent, professional advice relevant to their specific circumstances from appropriate experts, professional boards, or authorised institutions.
The information provided on this website is intended for general informational purposes only and should not be interpreted as legal, medical, financial, or any other form of professional advice.

Non-Endorsement

References or links on this website to any third-party products, services, trade names, trademarks, or organisations are provided for convenience only and do not imply endorsement, affiliation, or approval by Novel Art & Frames, unless expressly stated otherwise.

Copyright Notice

All materials, images, designs, and content appearing on this website are protected by copyright law and remain the exclusive property of Novel Art & Frames.
No part of this website may be copied, reproduced, distributed, or used for any commercial purpose without the prior written consent of Novel Art & Frames.

Queries

If you have any questions or require clarification regarding any of the statements above, please feel free to contact us at:
amberbay | ☎️ 031 327 5300