1. Overview
Most of what we sell is made for you: printed, embroidered or engraved with your design or logo. Other items you can buy plain, exactly as the supplier makes them. The rules differ for the two, so this policy covers each separately.
2. Branded, printed and custom items
These include DTF transfers and gang sheets, anything printed or branded with your artwork or logo, and branded samples.
- Cancelling. You can cancel for a full refund before production starts. For branded supplier products, that is until you approve the proof. After that the item is being made for you and can’t be cancelled.
- Returns. Items made to your specifications can’t be returned or exchanged unless they are faulty. The Electronic Communications and Transactions Act exempts personalised goods from the cooling-off period.
- Artwork. We aren’t responsible for results caused by low-resolution or incorrect files you supply, or by errors in a proof you approved.
3. Plain (unbranded) items
- Changed your mind. You can return a plain item within 7 days of delivery for a refund. It must be unused, in its original packaging and in a condition to sell again.
- Return delivery. You arrange and pay for the return delivery, or drop the item off at our Pretoria North premises by arrangement.
- Refund. We refund the item price to your original payment method within 30 days of receiving the return, usually within 5–10 business days. The original delivery charge isn’t refunded unless the item was faulty or wrong.
4. Faulty, damaged, wrong or missing items
- On arrival. Check your order when it arrives. Tell us within 3 working days of delivery about any visible fault, wrong item or missing quantity, with photos.
- Damaged in transit. If the parcel arrives damaged, contact us within 48 hours with photos of the packaging and the items, so we can claim from the courier.
- What we do. If the fault is ours, our supplier’s or the courier’s, we reprint, rebrand or replace the affected items at no cost. If that isn’t possible, we refund them.
- Defects that appear later. If a defect shows up later, contact us. Your rights under the Consumer Protection Act still apply.
5. Sheet Setup service
The Sheet Setup fee covers design work. It is refunded if you cancel before we start the setup, and not after the work is done.
6. How to ask for a return, refund or cancellation
Send us:
- your order number
- what you’d like to return, cancel or report, and why
- photos, for faults or damage
We reply within 2 business days.
Email: sales@prismprint.co.za
WhatsApp: +27 65 085 2497
Hours: Monday – Friday, 8:00 AM – 5:00 PM
Last updated: October 2026