Refund policy
Last updated: October 2026
We want you to be happy with your Stencil Barn order. If something isn't quite right, we're here to help.
Change of mind
For qualifying online purchases, South African law provides consumers with a seven-day cooling-off period in terms of the Electronic Communications and Transactions Act (ECTA).
If you change your mind about a qualifying purchase, you may cancel the transaction within seven days of receiving your order, subject to the requirements and exclusions provided for by law.
The direct cost of returning the product to us will be your responsibility.
To start a return, please email info@stencilbarn.co.za with your order number and let us know that you would like to return your order. Please wait for our instructions before sending anything back.
Custom and personalised orders
Some of our stencils can be made specifically for you. Because custom or personalised products are made to your specifications, they are not eligible for a change-of-mind return where the statutory cooling-off exclusion applies.
This does not affect your rights if a custom product is defective, incorrectly supplied or does not match the agreed specifications.
Damaged products
We package every order carefully, but occasionally parcels have an adventure of their own. If your order arrives damaged, please contact us within 5 business days of receiving it.
Please send us:
- Your order number
- Photographs of the damaged product
- Photographs of the packaging
- A short description of the damage
Please keep the original packaging until we've had a chance to assess the issue. If the product was damaged in transit, we'll work with you to arrange an appropriate replacement or refund.
Incorrect or missing items
If we've sent you the wrong product or something is missing from your order, please contact us at info@stencilbarn.co.za as soon as possible. Include your order number and photographs of what you received, and we'll get it sorted.
Defective products
Our products are covered by the consumer protections applicable under South African law.
If you believe your stencil or trim is defective, please contact us with your order number, photographs and a description of the problem. We'll assess the issue and, where applicable, arrange a repair, replacement or refund in accordance with your statutory rights.
Please note that this does not cover damage caused by incorrect application, misuse, alteration, unsuitable surfaces, improper cleaning or failure to follow the product care and application instructions.
We always recommend testing your stencil and paint on a small, inconspicuous area before beginning your project.
Refunds
Where a refund is approved, it will generally be made using the original payment method. The time it takes for the funds to appear in your account may depend on your bank or payment provider. Where a refund is required by law, Stencil Barn will process it within the applicable statutory timeframe.
Cancelling an order
If you need to cancel your order, please contact us as soon as possible at info@stencilbarn.co.za with your order number. We'll do our best to stop the order before it is processed or dispatched. Once an order has been dispatched, it will generally need to be handled as a return. Nothing in this policy limits any cancellation or cooling-off rights you may have under South African law.
Need a hand?
Email us at info@stencilbarn.co.za and we'll help you from there.