At Printmasters, we aim to provide high-quality printing products and services. Because many of our products are custom-made, personalised, printed to customer specifications, or produced after artwork approval, returns and refunds are handled according to the nature of the order and in line with applicable South African consumer laws.

1. Custom Printed and Personalised Orders

Most products sold by Printmasters are produced according to the customer’s selected size, design, artwork, wording, branding, colour, quantity, or other custom requirements.

For this reason, custom printed, personalised, branded, made-to-order, or specially manufactured items cannot be returned or refunded due to change of mind, incorrect information supplied by the customer, or artwork approved by the customer.

This includes, but is not limited to:

  • Business cards
  • Flyers and brochures
  • Posters and banners
  • Stickers and labels
  • Branded clothing
  • Signage
  • Custom packaging
  • Printed promotional items
  • Any product printed using customer-supplied artwork or approved artwork

2. Artwork Approval

Before production, customers may be required to approve artwork, layout, spelling, colours, sizing, quantities, and product details.

Once artwork has been approved and production has started, Printmasters will not be responsible for errors that were present in the approved artwork, including:

  • Spelling or grammar mistakes
  • Incorrect contact details
  • Wrong names, dates, addresses, or numbers
  • Incorrect colours selected by the customer
  • Low-resolution or poor-quality images supplied by the customer
  • Incorrect product size, quantity, or finishing option selected

Customers are responsible for carefully checking all artwork and order details before giving approval.

3. Colour Variation Disclaimer

Please note that colours displayed on a phone, computer, or tablet screen may differ from the final printed product. Screen colours are displayed in RGB, while printing is usually produced in CMYK or other print processes.

Slight colour variations, trimming differences, material texture differences, and finishing variations may occur and will not automatically qualify for a refund or reprint, unless the final product is materially different from what was agreed.

4. Damaged, Defective, or Incorrect Orders

If your order is damaged, defective, or incorrectly produced due to an error by Printmasters, please notify us within 7 days of receiving your order.

To help us assess the issue, please provide:

  • Your order number or invoice number
  • Clear photos or videos of the issue
  • A description of the problem
  • Photos of the packaging, if the item was damaged during delivery

If the issue is confirmed to be due to our error, we may offer one of the following remedies:

  • Reprint or replacement
  • Repair or correction, where possible
  • Partial refund
  • Full refund, where appropriate

Defective goods may also be handled in line with the Consumer Protection Act, which gives consumers rights where goods are unsafe, defective, or not fit for purpose. South African guidance generally recognises remedies such as repair, replacement, or refund for qualifying defective goods.

5. Returns for Non-Custom Products

Where Printmasters sells standard, non-custom, non-personalised products, customers may request a return within 7 days of receiving the goods, provided the goods are unused, undamaged, complete, and in their original packaging.

For online purchases, South African e-commerce rules may allow a 7-day cooling-off period for certain goods, but the customer may be responsible for the direct cost of returning the goods where the product is not defective.

This cooling-off right generally does not apply to goods that are made to order, personalised, or produced according to customer specifications.

6. Items That Cannot Be Returned

Returns or refunds will not be accepted for:

  • Products made according to customer-approved artwork
  • Products damaged due to misuse, incorrect handling, or improper storage
  • Products where the customer supplied incorrect information
  • Products where the customer approved incorrect artwork
  • Products already used, installed, distributed, or resold
  • Sale, clearance, or specially sourced items, unless defective

7. Order Cancellations

Orders may be cancelled before artwork approval or before production begins.

Once production, printing, cutting, branding, finishing, or special sourcing has started, cancellation may no longer be possible. If cancellation is accepted after work has already begun, Print Masters may deduct reasonable costs already incurred, including artwork preparation, material costs, setup fees, labour, printing, and administration.

8. Refund Processing

Approved refunds will be processed using the original payment method where possible.

Refunds may take 7 to 14 business days to reflect, depending on the bank or payment provider.

Delivery fees, transaction fees, design fees, setup fees, and other service fees may be non-refundable where the service has already been performed or the cost has already been incurred.

9. Delivery and Courier Claims

If an order is damaged during delivery, please notify us as soon as possible and within 7 days of delivery.

Please keep the original packaging, as courier companies may require it for inspection. Failure to provide packaging photos or proof of damage may affect the outcome of a courier claim.

Print Masters will assist where possible, but courier-related claims may be subject to the courier company’s investigation process.

10. Customer-Supplied Artwork and Files

Customers are responsible for supplying print-ready artwork unless Printmasters has been specifically appointed to design or correct the artwork.

Printmasters is not responsible for poor print results caused by:

  • Low-resolution images
  • Incorrect file format
  • Incorrect bleed or margins
  • Wrong colour profile
  • Pixelated logos
  • Missing fonts
  • Incorrect dimensions
  • Artwork not suitable for printing

Where possible, we may advise customers of obvious issues, but final responsibility remains with the customer once artwork is approved.

11. How to Request a Return, Reprint, or Refund

To request assistance, please contact us:

Email: sales@printmasters.co.za

Phone/WhatsApp: +27 64 559 1743

Website: printmasters.co.za

Please include your order number, invoice number, proof of payment, photos where applicable, and a clear explanation of the issue.

12. Final Decision

All return, reprint, replacement, and refund requests will be assessed fairly based on the nature of the product, the approved artwork, the customer’s instructions, and applicable South African consumer protection laws.

Printmasters reserves the right to refuse returns or refunds where the product was correctly produced according to the customer’s approved order, artwork, or specifications.