Refund policy
RETURNS, REFUNDS & WARRANTY POLICY
PARAMOUNT MIRRORS & PRINTS
Effective Date: 01 October 2026
At Paramount Mirrors & Prints, we take pride in supplying quality mirrors, framed artwork, canvas prints and home décor products.
We want our customers to be satisfied with their purchases and are committed to resolving genuine product concerns fairly and efficiently.
This policy explains our returns process, statutory consumer rights, defective product claims and 12-month manufacturer warranty.
Nothing in this policy is intended to exclude or limit any rights that customers may have under applicable South African consumer protection legislation, including the Consumer Protection Act, 68 of 2008 (CPA), and the Electronic Communications and Transactions Act, 25 of 2002 (ECT Act).
1. CHANGE-OF-MIND RETURNS
In accordance with the Electronic Communications and Transactions Act (ECT Act), customers purchasing eligible products through our online store may cancel their purchase within 7 days of receiving their order, without providing a reason.
This statutory cooling-off period applies to qualifying online transactions and is subject to the exclusions provided for under applicable legislation.
Return Conditions
For change-of-mind returns, we request that products be:
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Unused and uninstalled.
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In their original condition.
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Returned in their original packaging, preferably undamaged and sealed.
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Returned with all protective materials, accessories, fittings and components.
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Free from damage, alterations or signs of installation.
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Securely packaged to prevent damage during return transportation.
These conditions apply to the extent permitted by law and do not restrict statutory cancellation rights.
How to Request a Return
Email wecare@paramountmirrors.co.za within 7 days of receiving your order.
Please include:
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Your full name.
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Order number or proof of purchase.
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The product you wish to return.
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The reason for the return, if you wish to provide one.
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Photographs of the product, where requested.
Once your request has been received, our customer care team will provide return instructions.
Return Shipping and Costs
For qualifying change-of-mind returns made within the statutory 7-day cooling-off period:
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No handling or restocking fees will be charged.
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The customer is responsible for arranging and paying the direct cost of returning the product.
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We strongly recommend using a reputable courier service experienced in transporting fragile products.
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Mirrors and framed products must be appropriately packaged to minimise the risk of damage during transportation.
Paramount Mirrors & Prints reserves the right to assess damage occurring during return transportation in accordance with applicable legislation.
Returns After 7 Days
Paramount Mirrors & Prints will consider change-of-mind return requests submitted after the initial 7-day statutory cooling-off period.
All requests will be assessed individually and are subject to approval.
To qualify for consideration, products must:
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Be unused and uninstalled.
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Be in their original condition.
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Be returned with their original packaging and protective materials, undamaged where reasonably possible.
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Include all original accessories, fittings and components.
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Be free from scratches, chips, cracks, alterations or signs of installation.
Return Fees, Shipping and Collection
For approved change-of-mind returns after 7 days:
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A R150 handling and restocking fee will be deducted from the refund.
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The customer is responsible for all return shipping costs.
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Customers may arrange their own return shipping using a reputable courier service.
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Alternatively, Paramount Mirrors & Prints can arrange collection at an additional fee, quoted according to the collection location, product dimensions and transport requirements.
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Where we arrange collection, the quoted collection fee may be deducted from the final refund, subject to the customer's prior agreement.
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All products must be securely packaged to prevent damage during transportation.
Assessment and Approval
All returned products are subject to inspection.
Paramount Mirrors & Prints reserves the right to decline a voluntary return where a product has been used, installed, damaged, altered or is otherwise unsuitable for resale.
Once an approved return has been received and inspected, the refund will normally be processed within 7 business days, less the applicable R150 handling and restocking fee and any agreed collection charges.
These conditions apply only to voluntary change-of-mind returns after 7 days and do not limit any statutory consumer rights.
Inspection and Refunds
Once a returned product has been received, we aim to inspect it within 5 business days.
For qualifying statutory cancellations, refunds will be processed within the timeframe required by applicable legislation, generally no later than 30 days after cancellation under the ECT Act.
For discretionary returns, approved refunds will normally be processed within 7 business days following approval.
Refunds will be made to the original payment method where reasonably possible.
Banks and payment providers may require additional processing time before the refund reflects in your account.
2. PRODUCTS EXCLUDED FROM CHANGE-OF-MIND RETURNS
Certain products and transactions may be excluded from the statutory 7-day cooling-off period under applicable South African legislation.
These may include:
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Custom-made mirrors: Mirrors manufactured specifically to customer requirements.
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Custom-sized mirrors: Mirrors produced to dimensions supplied or approved by the customer.
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Made-to-order products: Products manufactured specifically for an individual customer where the applicable statutory exclusion applies.
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Personalised products: Products customised according to customer specifications.
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Custom framed artwork: Artwork framed according to customer-selected specifications.
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Custom canvas prints: Canvas prints produced specifically for a customer's order.
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Other excluded transactions: Products or transactions expressly excluded from statutory cooling-off rights under applicable legislation.
Gift Cards
Gift cards are subject to their applicable terms of issue and redemption and any statutory rights that may apply.
Sale and Discounted Products
Products purchased on sale, promotion or at a discounted price remain subject to applicable statutory consumer rights.
A product being marked as Final Sale does not automatically exclude it from the statutory 7-day cooling-off period where that right applies.
Defective Products
These exclusions apply only to change-of-mind cancellations.
They do not remove statutory rights where a product is defective, unsafe, materially different from the product ordered or otherwise fails to comply with applicable consumer protection legislation.
3. INCORRECT OR DAMAGED PRODUCTS ON DELIVERY
Please inspect your order as soon as reasonably possible after delivery.
If you receive an incorrect product or your order arrives visibly damaged, please contact wecare@paramountmirrors.co.za as soon as possible, preferably within 7 days of delivery.
Please provide:
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Your order number or proof of purchase.
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A description of the issue.
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Clear photographs of the affected product.
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Photographs of the packaging and protective materials, where relevant.
The 7-day notification request allows us to investigate courier-related damage promptly.
Failure to report an issue within this period does not automatically remove any statutory rights that may apply.
Where we confirm that an incorrect product was supplied or that damage occurred before or during delivery, Paramount Mirrors & Prints will arrange an appropriate remedy in accordance with applicable legislation.
Where required by law, we will cover reasonable return shipping costs.
4. MIRRORS DAMAGED DURING DELIVERY
Every mirror is inspected and carefully packaged before leaving our premises.
Although we take reasonable precautions to minimise transport damage, mirrors are fragile products and damage may occasionally occur during delivery.
If your mirror arrives damaged:
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Do not install or hang the mirror.
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Retain all original packaging and protective materials where reasonably possible.
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Take clear photographs of the mirror and packaging.
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Photograph any visible damage to the carton or protective materials.
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Contact us as soon as possible, preferably within 7 days of delivery.
Transport Damage Assessment
Our customer care team may request additional photographs or information to investigate the reported damage.
Where damage is confirmed to have occurred before or during delivery, we will arrange an appropriate remedy in accordance with applicable consumer legislation.
This may include:
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Repair, where appropriate.
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Replacement.
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Exchange.
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Refund.
Where collection is necessary and required by law, Paramount Mirrors & Prints will cover reasonable collection costs.
The 7-day notification request assists with courier investigations and does not limit statutory consumer rights.
5. DEFECTIVE PRODUCTS AND STATUTORY CONSUMER RIGHTS
Under the South African Consumer Protection Act (CPA), qualifying consumers have statutory rights relating to goods that are defective, unsafe, of poor quality or not reasonably suitable for their intended purpose.
Where the CPA's statutory implied warranty applies, qualifying defective goods may be returned within 6 months of delivery, without penalty and at the supplier's risk and expense.
Where the legal requirements are met, the consumer may choose an applicable statutory remedy, including:
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Repair.
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Replacement.
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Refund.
Assessment of Defective Products
Submitting a claim does not automatically establish that a product has a manufacturing defect.
Paramount Mirrors & Prints may reasonably request:
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Photographs or videos of the reported issue.
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Information regarding how the product has been used.
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Information about installation or mounting.
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Confirmation of whether supplied installation instructions were followed.
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Details of any alterations or modifications.
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Return of the product for physical inspection, where reasonably necessary.
Damage resulting from misuse, improper installation, incorrect mounting, accidental impact, unauthorised alterations or use contrary to supplied instructions may not qualify as a defect covered by the statutory warranty.
Each claim will be assessed on its individual circumstances and in accordance with applicable legislation.
6. 12-MONTH MANUFACTURER WARRANTY
Paramount Mirrors & Prints provides a 12-month manufacturer warranty from the original date of delivery.
This warranty period includes the first six months of statutory protection under the Consumer Protection Act, followed by an additional six months of limited manufacturer cover against manufacturing defects.
The total manufacturer warranty period is 12 months, not 18 months.
What the Warranty Covers
Subject to assessment, our manufacturer warranty may cover:
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Manufacturing defects in mirror glass.
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Defects in frames resulting from faulty materials or workmanship.
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Manufacturing defects affecting frame joins or structural integrity.
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Manufacturing-related defects in supplied mounting hardware.
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Manufacturing defects affecting the normal functionality of the product.
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Manufacturing defects in LED mirror components, where applicable.
Important Information
The existence of a crack, chip, scratch, frame separation or other damage does not automatically establish a manufacturing defect.
Damage may result from installation, handling, impact, environmental conditions, cleaning methods or general use.
Claims will be assessed to determine whether the reported issue is consistent with a manufacturing defect or has resulted from external causes.
This manufacturer warranty does not replace or reduce any statutory consumer rights.
7. WHAT THE MANUFACTURER WARRANTY DOES NOT COVER
Our limited manufacturer warranty does not cover damage or deterioration resulting from:
Normal Wear and Tear
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Scratches, scuffs and cosmetic marks from normal use.
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General surface wear.
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Natural ageing or deterioration.
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Ordinary wear resulting from repeated use.
Accidental or Physical Damage
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Accidental impact or breakage.
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Cracks, chips or shattered glass resulting from impact.
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Damage caused by dropping or knocking the product.
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Damage caused during handling or transportation after delivery.
Incorrect Installation or Mounting
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Improper installation.
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Incorrect mounting methods.
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Failure to use suitable wall anchors or mounting hardware.
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Installation on unsuitable or unstable surfaces.
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Failure to follow supplied installation instructions.
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Damage caused by third-party installers where the damage is not attributable to a product defect.
Moisture and Environmental Exposure
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Excessive moisture or prolonged exposure to water.
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Inadequate ventilation in high-humidity environments.
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Exposure to corrosive chemicals or cleaning agents.
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Excessive heat.
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Prolonged direct sunlight where unsuitable for the product.
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Use in environments outside the product's intended specifications.
Improper Cleaning or Maintenance
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Use of abrasive cleaning materials.
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Use of unsuitable chemicals.
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Excessive water exposure.
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Failure to follow supplied care instructions.
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Neglect or improper maintenance.
Unauthorised Modifications
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Alterations made after delivery.
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Unauthorised repairs.
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Modifications to frames, glass, electrical components or mounting systems.
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Damage resulting from alterations requested by the customer.
Commercial Use
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Commercial or hospitality use, unless expressly agreed otherwise in writing.
These exclusions apply to our limited manufacturer warranty and do not exclude statutory rights that cannot legally be excluded.
8. LED MIRRORS AND ELECTRICAL COMPONENTS
Where applicable, LED mirrors and their electrical components are covered against qualifying manufacturing defects during the 12-month warranty period.
This may include manufacturing defects affecting:
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LED lighting components.
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Integrated switches or touch controls.
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Internal electrical connections.
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Power supplies or drivers supplied as part of the product.
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Other integrated electrical components.
Warranty Exclusions
The additional manufacturer warranty does not cover damage resulting from:
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Incorrect electrical installation.
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Power surges or electrical supply faults.
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Exposure to excessive moisture or water.
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Unauthorised electrical repairs or modifications.
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Use outside the product's electrical specifications.
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Damage caused by external electrical faults.
LED mirrors must be installed and operated in accordance with applicable electrical safety requirements and any product-specific instructions.
Where an electrical fault is reported, Paramount Mirrors & Prints may request an inspection or supporting information to determine the cause.
Nothing in this section limits statutory consumer rights.
9. COMMERCIAL AND HOSPITALITY USE
Unless expressly agreed otherwise in writing, our additional manufacturer warranty applies to products used under normal household conditions.
Commercial or high-frequency use includes, but is not limited to:
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Hotels.
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Lodges and guest houses.
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Restaurants.
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Commercial bathrooms.
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Salons and beauty establishments.
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Retail stores.
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Offices.
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Hospitality venues.
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Other environments where products are exposed to substantially greater use or environmental demands than would reasonably occur in a household.
Products used in commercial environments may experience greater exposure to moisture, cleaning chemicals, temperature changes and repeated handling.
Commercial Warranty Exclusion
Unless a separate commercial warranty has been expressly provided in writing, products used in commercial or hospitality environments are excluded from the voluntary portion of our manufacturer warranty.
This exclusion does not remove any statutory rights that may apply to a particular transaction.
10. CARING FOR MIRRORS AND FRAMED PRODUCTS
Proper care and installation are essential to maintaining the appearance, safety and longevity of your Paramount Mirrors & Prints products.
Mirrors
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Use suitable mirror-cleaning products.
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Avoid abrasive cleaners or materials.
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Do not allow cleaning liquids to accumulate around mirror edges.
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Avoid prolonged exposure to excessive moisture.
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Do not use harsh chemicals that may damage mirror backing or frames.
Installation and Mounting
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Ensure the wall and mounting surface are suitable for the product's weight.
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Use appropriate mounting hardware and wall anchors.
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Follow any installation instructions supplied with the product.
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Use a suitably qualified installer where necessary.
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Do not modify mounting brackets or structural components.
Framed Artwork and Canvas Prints
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Avoid prolonged direct sunlight.
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Keep products away from excessive moisture and heat.
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Clean frames using appropriate non-abrasive materials.
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Avoid contact with water or harsh cleaning chemicals.
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Handle carefully to prevent damage to frames, glass and printed surfaces.
Damage resulting from improper care, cleaning, handling or installation is not considered a manufacturing defect under our additional manufacturer warranty.
11. WARRANTY CLAIMS AND ASSESSMENT PROCESS
To submit a warranty claim, email:
wecare@paramountmirrors.co.za
Please use Warranty Claim as the subject line.
Information Required
Please provide:
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Your full name.
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Contact details.
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Order number or proof of purchase.
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A detailed description of the issue.
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Clear photographs of the entire product.
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Close-up photographs of the affected area.
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Photographs of the packaging, where relevant.
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Video footage where this helps demonstrate the reported issue.
Additional Information
Depending on the nature of the claim, we may request information regarding:
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How the product was installed.
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Who installed the product.
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What mounting hardware was used.
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Where the product is installed.
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How the product has been cleaned and maintained.
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Whether the product has been exposed to excessive moisture, heat or chemicals.
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Whether the product has been altered or repaired.
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Whether the product is used in a household or commercial environment.
Requesting this information does not mean that a claim has been declined.
It allows us to assess the reported problem and determine its likely cause.
Each claim will be evaluated on its individual merits.
12. PHYSICAL INSPECTION OF PRODUCTS
Photographs do not always provide sufficient information to establish the cause of damage or failure.
Paramount Mirrors & Prints may therefore request that a product be returned for physical inspection where reasonably necessary.
Inspection Process
Where a physical inspection is required:
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Our customer care team will provide return or collection instructions.
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The product must be securely packaged to prevent further damage during transport.
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The product will be inspected to assess the reported issue.
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The customer will be informed of the assessment outcome and available remedies.
Submitting photographs or a warranty claim does not automatically constitute acceptance that the product has a manufacturing defect.
Where a claim qualifies under applicable statutory consumer rights, Paramount Mirrors & Prints will comply with its legal obligations regarding return costs and remedies.
Where a claim is confirmed under our limited manufacturer warranty, we will advise the customer of the appropriate resolution.
13. APPROVED WARRANTY CLAIMS
Where a claim falls within applicable statutory consumer rights, the remedies required by law will apply.
Statutory Warranty Claims
Where the requirements of the Consumer Protection Act are met, the consumer may be entitled to choose:
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Repair.
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Replacement.
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Refund.
Additional Manufacturer Warranty (Months 7–12)
For claims falling solely within the additional six months of manufacturer cover, Paramount Mirrors & Prints may, depending on the nature of the defect:
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Repair the product; or
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Replace the product with the same or an equivalent product.
Where repair or replacement is not reasonably possible, another appropriate remedy may be offered.
The resolution will depend on the nature of the manufacturing defect and the circumstances of the claim.
Nothing in this section limits statutory remedies available under applicable legislation.
14. CUSTOM-MADE AND PERSONALISED PRODUCTS
Paramount Mirrors & Prints offers custom-made and personalised products, including custom-sized mirrors, framed artwork and canvas prints.
Custom-made and personalised products are generally excluded from change-of-mind cancellations where permitted by applicable legislation.
Manufacturing Defects
Customisation does not automatically exclude a genuine manufacturing defect unrelated to the customisation.
Where a customised product is defective or does not comply with applicable consumer protection legislation, the customer's statutory rights remain applicable.
Customer-Supplied Specifications
Our limited manufacturer warranty does not cover damage or defects resulting directly from:
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Incorrect dimensions supplied by the customer.
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Incorrect specifications supplied or approved by the customer.
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Customer-requested alterations that compromise the product's structure or functionality.
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Unauthorised modifications made after delivery.
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Use contrary to the product's intended purpose or care instructions.
Each claim will be assessed according to its circumstances.
15. ORDER CANCELLATIONS
Orders may be cancelled before dispatch, subject to applicable statutory rights and the nature of the product ordered.
For standard products that have not yet been dispatched, customers may request cancellation by contacting our customer care team.
For custom-made, personalised or made-to-order products, cancellation may not be possible once manufacturing or customisation has commenced, where permitted by applicable legislation.
Where cancellation charges are legally permitted, any applicable charges will be communicated to the customer.
Nothing in this section limits statutory cancellation rights.
16. GIFT PURCHASES
Products purchased as gifts remain subject to applicable statutory consumer rights and our manufacturer warranty.
Warranty claims for gifts should, where possible, include:
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The original order number.
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Proof of purchase.
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A description of the reported issue.
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Supporting photographs.
We may request assistance from the original purchaser where necessary to verify the transaction.
17. GIFT CARDS
Paramount Mirrors & Prints gift cards are subject to the following conditions:
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Gift cards remain valid for a minimum of 3 years from the date of issue, in accordance with applicable South African consumer protection legislation.
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Gift cards are not ordinarily refundable or exchangeable for cash, except where required by law.
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Gift cards may be redeemed against eligible products available from Paramount Mirrors & Prints.
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Any unused balance remains available for future purchases during the validity period.
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Gift cards cannot be exchanged for cash unless required by applicable legislation.
Paramount Mirrors & Prints is not responsible for lost or stolen gift cards, except where liability arises under applicable law.
18. LIMITATION OF LIABILITY
To the fullest extent permitted by applicable South African law, Paramount Mirrors & Prints will not be liable for indirect, incidental or consequential losses arising from:
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Misuse or abuse of products.
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Improper installation or mounting.
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Improper care or maintenance.
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Failure to follow supplied instructions.
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Unauthorised modifications.
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Use of products outside their intended purpose.