Refunds & Cancellations
VOXEL STUDIO ONE MEMBER P.L.C. — Addis Ababa, Ethiopia
Last updated 12 August 2026
Please read before you buy. Once you have received a piece, we do not accept it back because you changed your mind. You can cancel any time before you receive it. A piece that is faulty, damaged in transit, or not what we described is always put right at our cost.
1. Before you receive it — you can cancel
| When | What happens |
|---|---|
| Before we start making it | Cancel free of charge, full refund. |
| A ready piece, before it leaves the workshop | Cancel free of charge, full refund. |
| A made-to-order piece, once production has started | We may not be able to cancel, because the piece is already being built for you. Call us — if we can stop it, we will, and we will tell you honestly if we cannot. |
To cancel, telephone +251 957 904 858 and quote your order or invoice number.
2. After you receive it — no change-of-mind returns
Once a piece has been handed to you or delivered to your address, we do not accept returns or exchanges because you have changed your mind, because the piece no longer suits the room, or because you found it elsewhere. All such sales are final.
This applies to every piece in the collection, whether it was held in stock or made to your order.
So that you are never buying blind:
- Every piece has photographs, dimensions and materials listed on its page.
- You are welcome to come and see a piece at the workshop before you buy.
- Call us with any question before you pay — we would far rather answer it first.
3. Faults and damage — always covered
The clause above is about changing your mind. It does not apply when something is wrong with the piece:
- Damaged in transit: tell us within 48 hours of receiving it, with a photograph if you can. We repair or replace it at our cost.
- Manufacturing fault: if a fault appears within 6 months through normal household use, we will repair it, replace it, or refund it — our choice, after we have examined the piece.
- Not as described: if what arrived is not what we sold you, we put it right or refund it in full.
- We collect a faulty piece at our own cost. You never pay delivery on a fault.
What is not a fault: normal variation in colour, texture and finish between hand-finished pieces; ordinary wear over time; and damage from an accident, misuse, an unsuitable power supply, or an attempt to modify or repair the piece yourself.
4. Electrical safety
Our lamps are supplied ready to use. Please do not rewire them, change fittings, or run a piece from an unsuitable supply. A piece that has been altered is no longer covered.
5. How a refund is paid, when one is due
- Refunds go back the same way you paid. A telebirr payment is refunded to the telebirr account it came from.
- We aim to issue an approved refund within 7 working days. How long it then takes to appear is up to telebirr or your bank.
- We refund the VAT together with the goods, and issue a credit note against the original invoice.
6. Orders taken on credit
If you took the goods on credit and have not yet paid, a cancellation or an accepted fault claim simply reduces or clears what you owe. Nothing is refunded because nothing was paid.
7. Your legal rights
Nothing in this policy removes any right you have under Ethiopian consumer protection law. Where the law gives you a remedy we have not described here, the law applies.
8. How to reach us
Call +251 957 904 858, or come to VOXEL STUDIO WORKSHOP, ADDIS ABABA. Please have your invoice number ready — it is printed on the invoice we gave you and starts with S-.