1. Overview
At Prism Printworks, we take pride in the quality of our custom printing work. Because all products are made to order based on your unique designs, our refund and cancellation policies differ from standard retail. Please read this policy carefully before placing your order.
2. Cancellations
Before Production
You may cancel your order for a full refund if production has not yet started. To request a cancellation, contact us immediately at sales@prismprint.co.za or via WhatsApp.
During or After Production
Once production has begun, cancellations are not possible as the product is custom-made to your specifications. This is in accordance with Section 44(3)(d) of the Consumer Protection Act 68 of 2008, which exempts made-to-order goods from the standard cooling-off period.
3. Refunds
Defective or Damaged Products
If you receive a product that is defective or damaged during production (printing errors, incorrect colours, damaged transfers), we will:
- Reprint your order at no additional cost, or
- Issue a full refund if a reprint is not feasible
You must notify us within 7 days of receiving your order and provide photographic evidence of the defect or damage.
Artwork Quality
Prism Printworks is not responsible for print quality issues arising from low-resolution artwork, incorrect file formats, or design errors in customer-supplied files. We recommend uploading files at 300 DPI or higher for best results.
Shipping Damage
If your order arrives damaged due to shipping, please contact us within 48 hours of delivery with photographs of the packaging and the damaged product. We will work with the courier to resolve the issue and either reship or refund the affected items.
4. Sheet Setup Service
The Sheet Setup service fee is non-refundable once the design work has been completed, as this is a design service performed by our team. If you cancel the order before sheet setup work begins, the fee will be refunded.
5. How to Request a Refund
To request a refund, please contact us with:
- Your order number
- Description of the issue
- Photographs (if applicable)
We will review your request and respond within 2 business days. Approved refunds are processed within 5–10 business days to the original payment method.
6. Contact Us
Email: sales@prismprint.co.za
WhatsApp: +27 65 085 2497
Business Hours: Monday – Friday: 8:00 AM – 5:00 PM
Last updated: March 2026