When it comes to custom printing, we want every transfer to land on your doorstep looking sharp, vibrant, and ready to heat-press. But because every order is made just for you, the rules around refunds and returns work a little differently. Here’s the straightforward version. No legal waffle, no surprises later.
1. Custom Artwork = No Refunds or Returns
If you provide your own artwork, we print it exactly as supplied. We don’t edit, fix, clean up, or magically enhance any files unless you specifically book our design/redraw service.
Because of this:
- We cannot offer refunds, reprints, or returns on any transfers printed from customer-supplied artwork.
- We take no responsibility for low resolution, pixelation, odd colours, poor cutlines, bad sizing, or artwork elements you didn’t notice before.
- We recommend printing a small test piece first if you’re unsure. Once we print it, it’s yours.
Think of it like giving a chef your own ingredients: we’ll cook them beautifully, but we can’t guarantee the flavour of the tomatoes you brought.
2. Design & Redraw Services Are Charged Separately
If you need help polishing your artwork, cleaning it up, or preparing it correctly for DTF printing, we can absolutely assist, but this is a charged design/redraw service.
This service is optional, but if not selected, the file is printed as-is.
3. No Refunds on Courier Fees or Setup Fees
A few costs simply can’t be reversed once they’ve started their journey:
- Courier/shipping costs
- Gang sheet setup fees
- Any paid design/redraw fees
Courier services have already been booked and billed, and gang sheets take real time to prep, so these charges are non-refundable.
4. Our Mistakes? We Fix Them.
If we make an error like wrong size, wrong print, or wrong order, we’ll happily reprint or refund the affected items.
We only ask for a clear photo or short video so we can verify the issue and correct it quickly.
5. Quality Guarantee (on Our Side Only)
We guarantee:
- Strong, vibrant prints
- Correct print dimensions (based on what you ordered)
- Correct materials
- Correct colours based on your supplied artwork file
We do not guarantee colour differences caused by:
- Your screen vs real-world colour shifts
- Low-quality uploads
- Incorrect ICC profiles
- Transparency issues
- Missing fonts or flattened layers
If it was in your file, it’ll be in the print.
6. Return Windows (If Applicable)
Because custom prints can’t be resold, we generally do not accept returns.
The only exception is if, after reporting a confirmed production error, we determine that a return for inspection is required.
If we confirm a production error on our side, we’ll cover the cost of return shipping. We’ll send you a prepaid PUDO locker label — all you need to do is package the item securely and drop it at your nearest PUDO locker. Collection is not arranged; the return is your responsibility to drop off.
Return shipping for any other reason remains at your own cost.
Shipping fees on your original order are non-refundable.
If you spot a mistake that we made, let us know as soon as possible, ideally immediately, but no later than 5 working days from receiving your order.
Because our products are custom-made and often pressed quickly after delivery, delays in reporting can make it difficult to assess or correct an issue. Notifying us within this window ensures we can:
- Verify the error
- Confirm whether it’s on our side
- Reprint or refund the affected items promptly
Reports made after 5 working days may fall outside our ability to resolve, depending on the situation, but we’ll always try to be fair.
7. Courier Damage
If your parcel takes a beating in transit, notify us within 48 hours with photos of the packaging and the affected prints.
We’ll chat to the courier, but courier damage refunds depend on the courier’s resolution process.
Refund and Returns Policy In short:
If you supplied the artwork, the responsibility sits with you.
If we created, edited, or printed something incorrectly on our side, we fix it.
Simple, fair, transparent.
This policy is subject to the South African Consumer Protection Act (No. 68 of 2008). Nothing in this policy limits your statutory rights under South African law.
