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At PhotoPrint Africa, we strive to ensure your satisfaction with every personalized order. Due to the custom nature of our products, returns are handled on a case-by-case basis. This Returns Policy outlines the conditions under which returns or replacements may be processed. By submitting an order, you agree to the terms outlined here.

1. Eligibility for Returns

  • Defective or Damaged Items: If your product arrives damaged, defective, or not as described (e.g., incorrect personalization due to our error), you may be eligible for a replacement.
  • Customized Products: Due to the personalized nature of our products, we do not accept returns for items that are correctly produced as per your submitted design, text, or specifications, unless they are defective or damaged. Artwork must be submitted at a minimum resolution of 300 DPI; low-quality artwork (less than 300 DPI) will not be approved.
  • Non-Returnable Items: Items damaged due to misuse, improper care, or normal wear and tear are not eligible for return.

2. Return Request Process

  • Timeframe: You must notify us of any issues within 7 days of receiving your order.
  • How to Request: Contact us at orders@photoprintafrica.co.za with your order details, a description of the issue, and supporting evidence (e.g., photos of the defective/damaged item).
  • Assessment: We will respond within 48 hours (possibly longer over weekends) with instructions for the return process.

3. Return Shipping

  • If a return is approved, PhotoPrint Africa will process your return request and, upon confirmation, arrange for a courier to collect the item from your location at no cost to you for defective or incorrect items.
  • Items must be returned in their original condition, unused, and with all packaging intact.

4. Replacements and Findings

  • Findings Process: Upon receipt of the returned item, we will issue findings on the validity of the return within 48 hours.
  • Replacements: For defective or incorrect items, we prefer to offer a replacement at no additional cost, subject to availability.
  • Refunds: If a replacement is not possible, a refund may be issued to the original payment method (bank account used for payment). Refunds are processed offline after the findings are issued, typically within 5-10 business days.
  • Refunds do not include original shipping costs, unless the return is due to our error.

5. Non-Refundable Costs

  • Shipping fees (e.g., R150 for standard shipping, R250 for overnight, R400 for 5+kg) are non-refundable unless the return is due to a defect or error on our part.
  • Additional customization fees, if applicable, will be communicated upon request or recommendation and are non-refundable for correctly produced items.

6. Cancellations

  • Orders may be canceled before production begins. To request cancellation, email orders@photoprintafrica.co.za as soon as possible.
  • If production has started, cancellation may not be possible, and standard return policies will apply.

7. Contact Us