Refund & Returns Policy.

Overview

No Smudge produces custom labels, stickers, packaging, promotional displays and other printed products according to individual order specifications.

Because these products are often personalised, branded or made specifically for a customer, they cannot ordinarily be resold to another customer.

Returns and refund requests are therefore assessed according to:

• The type of product ordered
• The reason for the return
• The approved artwork and specifications
• The condition of the returned product
• The cause and nature of any defect
• Applicable South African consumer law

Custom Printed Products

Custom printed or made-to-order products are generally not eligible for return, exchange or refund due only to a change of mind.

This includes products such as:

A custom product may nevertheless qualify for a remedy where it is defective, unsafe, incorrectly supplied or materially different from the approved artwork or agreed order specifications.

Artwork Approval

Customers are responsible for carefully reviewing all artwork proofs, dimensions, wording and order specifications before approving production.

Please check the following before giving approval:

• Spelling, grammar and punctuation
• Names, telephone numbers and email addresses
• Product information and legal wording
• Dimensions, shape and orientation
• Quantities and material specifications
• Barcode and QR code content
• Logo placement and overall design

Once artwork has been approved and production has begun, No Smudge cannot ordinarily accept responsibility for an error that appeared clearly in the approved proof.

Approval does not prevent a customer from raising an issue where the finished product does not reasonably conform to the approved artwork or agreed specification.

Defective or Non-Conforming Products

Contact us as soon as reasonably possible if you believe that a product:

• Has a manufacturing or printing defect
• Is unsafe or unsuitable for its agreed purpose
• Was produced using the incorrect material
• Differs materially from the approved artwork
• Differs materially from the agreed specifications
• Was incorrectly supplied due to our error

Where a product qualifies as defective under applicable consumer law, the customer may have the right to elect an appropriate statutory remedy, including repair, replacement or refund.

Qualifying defective or unsafe goods may be returned within the period provided by applicable law. The Consumer Protection Act’s implied warranty of quality generally applies for six months after delivery.

Damage caused by misuse, incorrect application, unsuitable storage, customer alteration or use contrary to supplied instructions will not ordinarily be treated as a manufacturing defect.

Damaged or Incorrect Orders

Please inspect your order as soon as reasonably possible after delivery or collection.

Where an order appears damaged in transit, incomplete or incorrectly supplied, please contact us within 48 hours wherever reasonably possible. Early notification helps us investigate the courier and production records quickly.

Include the following information:

• Your name and order or invoice number
• A description of the problem
• Clear photographs of the affected products
• Photographs of the outer packaging
• Photographs of any courier damage
• The quantity of products affected

Please retain the products and all relevant packaging until the claim has been assessed.

The 48-hour reporting request assists with investigation and does not limit any statutory right that cannot legally be restricted.

Order Cancellations

Contact No Smudge immediately when you wish to cancel or change an order.

Before design or production begins

An order may generally be cancelled before design, setup, material preparation or production has begun, subject to any work or costs already incurred.

After artwork or setup work begins

Design, setup, preparation or administration fees may remain payable where that work has already been performed.

After production begins

Once custom production has commenced, cancellation may no longer be possible. Where cancellation can still be accommodated, No Smudge may deduct or charge a reasonable amount for work performed, materials ordered, production completed and other costs already incurred, subject to applicable law.

How to Request a Return

Please do not send products back before receiving return instructions from No Smudge.

Proof of purchase, such as an invoice or order confirmation, may be required.

Returned products should be appropriately packaged to prevent further damage during transport.

Return Transport Costs

Where the return is required because of a verified No Smudge production error, incorrectly supplied item or qualifying defect, return transport will be handled in accordance with applicable law.

Where a return is accepted for another reason and No Smudge is not responsible for the issue, the customer may be responsible for the return transport costs.

Do not arrange a return until the return address and transport responsibility have been confirmed in writing.

Approved Refunds

When a refund is approved, we will confirm the refund amount and payment arrangements in writing.

Refunds will ordinarily be made using the original payment method where reasonably possible. We may request confirmation of banking details where a direct bank transfer is required.

Approved refunds are generally processed by No Smudge within 7–14 business days. Additional processing time may be required by your bank or payment provider.

A refund will not include an amount for work, materials or services lawfully chargeable to the customer, except where applicable law requires a full refund.

Items Ordinarily Not Refundable

Subject always to applicable consumer rights, the following are ordinarily not refundable:

• Correctly produced custom products where the customer has simply changed their mind
• Products produced accurately from customer-approved artwork
• Completed design, artwork or setup services
• Digital artwork already supplied electronically
• Orders cancelled after custom production has begun
• Products damaged through misuse or incorrect application
• Products stored contrary to reasonable care or supplied instructions
• Products altered after delivery by the customer or another party

Colour, Material and Finishing Variations

Colours displayed on computer screens and mobile devices may differ from printed colours because screens produce colour using light, while printing uses physical inks, materials and production processes.

Minor variations can also occur between production runs due to differences in:

• Screen calibration and brightness
• Printing materials and surface textures
• Ink, toner and printing processes
• Lighting conditions
• Finishing and lamination
• Reasonable production tolerances

A minor variation that falls within reasonable printing-industry tolerances will not ordinarily constitute a defect.

However, a substantial or unreasonable difference from an approved physical proof, agreed colour reference or confirmed specification may be investigated as a possible non-conformity.