Refund and Return Policy

1. Overview

At Print Station, we strive to ensure the highest quality in all our custom-made products. This policy outlines the terms and conditions regarding returns and refunds, ensuring clarity and fairness in accordance with the Consumer Protection Act of South Africa.

2. Customer Responsibilities

• Artwork Requirements: Customers are responsible for providing print-ready artwork according to the specific requirements listed for each product. We do not accept responsibility for errors in printed artwork due to incorrect or incomplete submissions.
• Approval Process: For orders requiring design services, customers must approve the artwork via email or our form-based workflow before printing. It is the customer’s responsibility to thoroughly check for content errors, spelling mistakes, and other inaccuracies. Our design service includes up to two revisions. Additional revisions may incur extra charges.

3. Colour Matching and Display

We strive for color accuracy but cannot guarantee exact colour matching. Color variations within industry-standard Delta E values of 5 or less are considered acceptable. If colour accuracy is critical, customers are encouraged to request a full-colour proof before proceeding with the order. This service is available upon request and incurs an additional fee.

4. Reporting Issues

• If a customer receives an incorrect or faulty product, they must complete the provided issue form, detailing the specific problem and including a photo of the product using the form’s camera capture function.
• All issues must be reported within 14 days of receiving the product.

5. Investigation Process

• Our team will investigate reported issues within 2 working days.
• The investigation may include reviewing production records, examining provided photos, and potentially requesting additional information from the customer.
• Customers will be kept informed of the investigation’s progress via email.
• If the error is confirmed to be on our part, we will offer a reprint or a refund.

6. Reprint and Refund Process

• Reprint: Reprints will be processed within 1-2 working days after the investigation is complete.
• Refund: Refunds will be processed within 7 days after the investigation is complete, to the original payment method used for the purchase.
• Depending on the product, we may request the return of the incorrect item at our cost.
• In cases of minor defects that don’t significantly impact the product’s use, we may offer a partial refund. The amount will be determined based on the extent of the defect.

7. Digital Products

For digital products, refunds will only be issued if the file is corrupted or cannot be accessed due to technical issues on our end. Once a digital product has been successfully downloaded, it is not eligible for a refund.

8. Customized Products

Products that have been customized or personalized according to customer specifications cannot be returned or refunded unless they are faulty or significantly not as described.

9. Shipping and Courier Services

• Free shipping is available for orders above R1000 within South Africa, excluding farm lands, hard-to-access townships, and other areas where couriers do not deliver.
• Customers in excluded areas will be responsible for shipping costs.
• Standard shipping times are 3-5 business days. If a package is lost or damaged in transit, we will replace the order at no additional cost.

10. Exclusions

• Refunds and reprints will not be offered for minor colour variations within the accepted range or delays caused by the customer’s failure to provide print-ready artwork or approve the artwork on time.
• Our production timelines commence once full payment is reflected in our bank account and artwork approval is received from the customer.

11. Force Majeure

Print Station shall not be liable for any delay or failure to perform due to causes beyond our reasonable control, including but not limited to: acts of God, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, strikes, epidemics, or other force majeure events. This force majeure clause extends to our courier services and other third-party providers essential to our operations.

12. Privacy Statement

Customer data related to returns and refunds will be handled in accordance with our Privacy Policy. We collect and use this information solely for the purpose of processing returns and refunds and improving our products and services.

13. Dispute Resolution

If a resolution cannot be reached through our standard process, disputes will be referred to an independent mediator agreed upon by both parties. If mediation is unsuccessful, the dispute may be referred to the appropriate South African consumer protection authority or court of law.

14. Policy Communication

• This return and refund policy is available on our website.
• Customers must accept our terms and conditions before placing an order.

15. Policy Updates

We reserve the right to update this policy as needed to ensure clarity and compliance with current laws. Customers are advised to review the policy periodically.

By placing an order with Print Station, you agree to the terms and conditions outlined in this return and refund policy.