Refund policy
HANDMADE PRODUCTS
Much care and craftsmanship go into making our products. Our goal is to craft the perfect handmade item for each and every customer. The images that are displayed on our website are accurate depictions of our models. However, since every item is hand-made, there may be very slight variations in colour or texture specifically on solid timber or plated items.
BRASS
We work with unfinished brass because we believe brass looks best when it is allowed to patina with age. This means that if your lamp contains brass components, its look will evolve over time. This isn’t a defect, but intentional and by design. If you wish to conserve the “new” or polished appearance of the brass, you can rub the brass about once a year with ultrafine steel wool (#0000) and afterward apply a thin coat of aerosol brass furniture polish or metal polish, such as Brasso. Be sure to follow the manufacturer's instructions on the bottle.
PLATED FINISHES
Our plated finishes such as the Mottled Bronze and Starry Skies are done by hand and will vary slightly from piece to piece. To clean please wipe surfaces with a slightly damp cloth. Please do not use harsh chemicals to clean the surface of a plated item.
SOLID TIMBER
Our solid timber table tops are sealed with Monocoat or Jax Oleum. Please do not leave wet vessels or water on the surface. It will result in a water mark. Wipe clean with a damp cloth and do not use any harsh cleaning or alcohol based cleaning products. It is advisable to occasionally maintain your timber products using Monocoat after care products.
DUCO
Our Duco sprayed units are not impervious to scratching if a sharp or rough item is dragged along the surface. Please take care to keep surfaces dry and prevent water from sitting on the Duco tops as water marks can appear. Please request an added glass top for your unit if you plan to use it as a work surface. Wipe clean with a soft damp cloth and do not use any harsh or abrasive cleaning products.
MARBLE & GRANITE
Marble and Granite are natural materials and differ in pattern and colouring from slab to slab. Since marble has a natural degree of porosity please take care to keep marble surfaces dry and prevent water from sitting on the tops as water marks can appear. Lemon juice, wine and other acidic products can create dull spots on these surfaces. Wipe clean with a soft damp cloth and do not use any harsh or abrasive cleaning products.
PAYMENT
We accept EFT’s via our website. If you are outside of South Africa, please contact us at info@studio19.co.za and we can take your order manually with a payment via wire transfer or Payfast.
ORDER PROCESS
After having entered your details, you will begin the payment process. Before you pay, though, please take a second to read through the Terms & Conditions listed on this page carefully—confirming your order means that you automatically accept these. After submitting your order, you will receive an order receipt confirmation by email. The system will generate an order number, which you can use for reference on any inquiries. If you do not receive an email, please contact us at info@studio19.co.za and we will address the issue ASAP.
ORDER CANCELLATION/ MODIFICATION
Customers may cancel/modify their order up to 48 hours after having submitted their order. Any requests to cancel/modify an order beyond that grace period will not be accepted. Please contact us at info@studio19.co.za and we will modify the order or cancel it and issue a refund.
RETURNS
Customers may return goods within 10 days of receiving their order, in exchange for a store credit, minus a 25% handling charge. The product must be unassembled and in its original packaging. The customer is responsible for the cost of shipping. Credits are valid for one year as of day of issue.
DAMAGES
Please examine the condition of the box your order came in before signing the delivery receipt. Should you receive a package in a damaged condition, claims for damage must be made against the carrier immediately. In the unlikely event of a manufacturing defect, the issue must be brought to our attention via email info@studio19.co.za within 24 hours of receipt of goods, accompanied by photo documentation to support a replacement claim. If the product is confirmed defective, the defective model must be returned to us unassembled and in its original packaging and we will send a replacement.
WARRANTY
All of our goods are guaranteed for up to 6 months after order reception. This guarantee covers damage or defects incurred through normal use. It excludes any damage resulting from accident, misuse, abuse, or negligence. Defect claims must be brought to our attention via email info@studio19.co.za accompanied by photo documentation. Studio19 reserves the right to subject the claim to an inspection. If the product is confirmed defective, we will send a replacement or repair the damage.
ORDER SHIPPING
We ship larger items with Internet Express for South Africa and Logistics 365 for the rest of the world and operate on a standard lead time (time between our receiving the order and the customer receiving it) ranging from 3 to 6 weeks. If you are outside of South Africa, please contact us at info@studio19.co.za, and we will provide you with a quote for shipping in your area. We ship ground service. If you require a faster service, please contact us at info@studio19.co.za and we will arrange for faster delivery (additional charges will be applied.)
DUTIES AND TAXES
For shipments to the United States, Europe, Australia, Asia duties and taxes are not included in the order price. Customers will be invoiced separately by the carrier if duties and taxes are applicable.
COPYRIGHT
All rights, including images and copy, are owned by Studio19.
PRIVACY
We are committed to protecting and respecting the privacy of our customers and web site visitors. For that reason, we have taken, and will continue to take, measures that protect the personal information of our clients.
TERMS & CONDITIONS
Studio 19 reserves the right to change these terms and conditions at any time without prior notice. In the event that any changes are made, the revised terms and conditions shall be posted on this website immediately. Please check the latest information posted herein to inform yourself of any changes before engaging in any operations on our website.
QUESTIONS
Should you have any questions not answered in our Terms & Conditions, please contact us at info@studio19.co.za or 0828269292