At Cien, we take pride in creating original artwork, thoughtfully designed products and beautiful pieces for everyday life. We want you to be happy with your purchase and aim to make your shopping experience as simple and enjoyable as possible.
Please read our Refund and Returns Policy before purchasing. As we offer both physical and digital products, different return conditions apply depending on the type of product purchased.
1. Physical products: Returns and refunds
We offer a 30-day return policy on eligible physical products, including art prints, posters and stationery.
To qualify for a return:
- You must contact us within 30 days of receiving your order.
- The product must be unused and in its original condition.
- The product must be returned in its original packaging or suitably protective packaging.
- You must provide your order number or proof of purchase.
To request a return, please email info@cien.co.za with your order number and reason for the return.
Please do not send products back without contacting us first. We will provide return instructions and the appropriate return address.
Products that have been used, altered or damaged after delivery due to improper handling may not qualify for a change-of-mind return.
This voluntary 30-day policy does not limit your rights under applicable consumer protection laws.
2. Digital products and downloadable templates
Due to the digital nature of our products, purchases of downloadable artwork, printable files and editable templates are generally final once the digital content has been supplied or made available for access.
This includes, but is not limited to:
- Digital art prints and downloadable illustrations
- Printable posters and wall art
- Editable Canva templates, including recipe cards and stationery
- Digital planners, journals and printable stationery
- Digital patterns and design collections
- Other downloadable digital files and templates
Digital products cannot be physically returned. We do not generally offer refunds or exchanges for change-of-mind purchases once the digital content has been supplied, except where required by applicable consumer protection laws.
Please carefully review the product description, file formats, dimensions, included files and any software requirements before purchasing.
If you experience difficulty downloading or accessing your files, receive an incorrect product, or discover a technical problem, please contact info@cien.co.za.
We will gladly assist you in resolving the issue. Where a digital product is defective, incorrectly supplied or materially different from its description, an appropriate remedy will be provided in accordance with applicable consumer protection laws.
Nothing in this section excludes any statutory cooling-off, cancellation or refund rights that may apply to your purchase.
3. Damaged, defective or incorrect products
We take care when preparing and packaging physical orders. However, if your product arrives damaged, defective or incorrect, we want to make it right.
Please contact us at info@cien.co.za as soon as possible after discovering the problem.
Include the following information:
- Your order number
- A brief description of the issue
- Clear photographs of the product and packaging, where applicable
We will assess the issue and advise you on the next steps.
Where applicable under South African consumer protection laws, customers may be entitled to a repair, replacement or refund for defective goods, including rights that extend beyond our voluntary 30-day return period.
Where a return is required because of a verified defect or an error on our part, Cien will cover the return costs as required by law.
4. Exchanges
We offer exchanges for eligible physical products that arrive damaged, defective or incorrect, subject to stock availability and applicable consumer rights.
If an identical replacement is unavailable, we will discuss an appropriate alternative or refund.
We do not generally offer exchanges for digital downloads or editable templates once supplied, except where required by law.
To request an exchange, please email info@cien.co.za before returning your item.
5. Non-returnable products
The following products are generally not eligible for voluntary change-of-mind returns:
- Digital downloads and editable templates once supplied
- Personalised or custom-made products created to your specifications
- Gift cards, if offered
- Products that have been used, altered or damaged after delivery through improper handling
These exclusions apply only to the extent permitted by law and do not affect your rights if a product is defective, incorrectly supplied or not as described.
6. Refund process
Once your returned physical product has been received and inspected, we will notify you by email of the outcome of your return request.
If your refund is approved, it will generally be issued to your original payment method.
We aim to process approved refunds promptly. The time it takes for the funds to appear in your account may depend on your bank or payment provider.
Where a statutory refund deadline applies, your refund will be processed within that required period.
Late or missing refunds
If you have not received an approved refund:
- Check your bank account or original payment method.
- Contact your bank or payment provider, as processing times may vary.
- If your refund is still missing, contact us at info@cien.co.za.
We will gladly assist you.
7. Sale and promotional items
Products purchased during sales or promotional offers remain subject to this Refund and Returns Policy.
Eligible physical products may still qualify for returns under our voluntary 30-day policy.
Digital products remain subject to the digital product conditions outlined above.
Sale or discounted prices do not remove any statutory rights relating to defective, damaged or incorrectly supplied products.
8. Return shipping costs
For approved change-of-mind returns under our voluntary 30-day policy, customers are responsible for the cost of returning the product to us, unless otherwise agreed or required by law.
Original delivery charges are generally non-refundable for voluntary returns outside statutory cancellation rights.
Where a product is defective, damaged or incorrect, applicable consumer protection laws will determine responsibility for return costs.
We recommend using a trackable shipping service when returning physical products, as this helps ensure that the parcel reaches us safely.
Please contact us before arranging a return so that we can provide the appropriate return address and instructions.
9. Cancellations and cooling-off rights
Customers may have additional cancellation and cooling-off rights under the South African Electronic Communications and Transactions Act and other applicable consumer protection laws.
Where applicable, certain online purchases may be cancelled within seven days of receiving the goods, without providing a reason, subject to the exceptions provided by law.
Certain categories of products and transactions, including qualifying personalised products and products that by their nature cannot be returned, may be excluded from these cooling-off rights.
Where a statutory cooling-off right applies, refunds and return costs will be handled in accordance with the relevant legislation.
Please contact us as soon as possible if you wish to cancel an order.
If an order has already been dispatched or digital content has been supplied, the applicable cancellation conditions and statutory rights will be considered.
10. Gifts
If you received a Cien product as a gift and wish to request a return, please contact us at info@cien.co.za.
Returns must meet the eligibility requirements outlined in this policy.
Approved refunds will generally be issued to the original purchaser using the original payment method, unless otherwise agreed.
11. Need help?
We're always happy to help with questions about your order, returns, refunds or digital downloads.
Email: info@cien.co.za
Website: https://cien.co.za
Please include your order number when contacting us so that we can assist you as efficiently as possible.
Thank you for supporting Cien and choosing original, thoughtfully created artwork and designs.
12. Your consumer rights
This Refund and Returns Policy is intended to operate in accordance with applicable South African consumer protection legislation, including the Consumer Protection Act and the Electronic Communications and Transactions Act.
Nothing in this policy is intended to exclude, restrict or replace any rights or remedies that cannot lawfully be excluded under applicable legislation.
Where applicable law provides greater protection than this policy, the relevant legal requirements will take precedence.