Refund & Returns Policy

Quick Guide

1. Scope of This Policy

This policy applies to products supplied by Awesome Goodies & Prints (AGP), including personalised gifts, printed clothing, business printing, DTF garment transfers, UV-DTF transfers, standard retail products and related services.

Different rules may apply depending on whether an item is standard, made to order, personalised, already in production, defective, incorrectly supplied or purchased by a business under a separately agreed quote. We assess every request fairly and in accordance with applicable law.

2. Personalised, Custom-Made and Printed Orders

Products made to your specifications or clearly personalised are created for you and generally cannot be resold. The statutory online cooling-off right does not apply to goods made to a consumer’s specifications or clearly personalised.

We therefore do not ordinarily accept change-of-mind returns, exchanges or cancellations after production has started for:

• Items printed with your name, photograph, wording, logo or artwork;
• Custom sizes, colours, layouts, quantities or finishes;
• DTF or UV-DTF transfers produced from your artwork;
• Business, school, team, event or bulk orders made to an approved brief; and
• Any other item made or altered specifically for you.

This exclusion does not apply where the product is defective, unsafe, incorrectly supplied or materially different from the confirmed order, or where another mandatory legal right applies.

3. Standard, Non-Personalised Goods and Cooling-Off

Where the ECTA cooling-off right applies to an eligible online purchase of standard goods, you may cancel without reason within seven days after receiving the goods. You are responsible only for the direct cost of returning those goods, and the goods should be kept unused, complete and safely packaged while the request is processed.

The statutory cooling-off right has exceptions, including goods made to your specifications, clearly personalised goods and certain goods that cannot reasonably be returned. Where no statutory cooling-off right applies, AGP may still approve a discretionary return of an unused standard product. Any discretionary approval, conditions and costs will be confirmed in writing before the item is sent back.

4. Defective, Unsafe, Poor-Quality or Incorrect Goods

If goods fail to meet the quality standards in the Consumer Protection Act, you may return them within six months after delivery without penalty and at the supplier’s risk and expense. Subject to the Act, the consumer may direct that the goods be repaired or replaced, or that the purchase price be refunded.

Please contact us as soon as you discover an issue. Prompt notice, photographs and retention of the product and packaging help us investigate quickly, but do not remove any longer mandatory right you may have. We may inspect the item to confirm the cause and appropriate remedy.

If we repair an item and the same failure, defect or unsafe feature is not remedied or recurs within three months after the repair, the further remedies in the CPA will apply.

5. Printing, Artwork and Product Expectations

A genuine production fault is covered. The following will not normally be treated as a defect when the supplied product matches the confirmed order and is fit for its intended purpose:

• Minor colour differences caused by screens, materials, lighting, ink, coating or printing method;
• Small, reasonable variations in print position, size, texture or finish inherent in custom production;
• Pixelation, softness, unwanted backgrounds or other limitations visible in customer-supplied low-resolution or compressed artwork;
• Spelling, dates, names, quantities, sizes, colours or layout supplied or approved incorrectly by the customer;
• Normal garment or blank-product variation within the manufacturer’s specifications; or
• Damage caused by misuse, incorrect washing, heat, chemicals, abrasion, unsuitable surfaces, ordinary wear and tear, or failure to follow supplied care instructions.

If AGP changes approved artwork or produces an item materially differently from the confirmed specification, please report it as an incorrect order.

6. Artwork Approval, Changes and Cancellations

You are responsible for checking spelling, names, dates, artwork, sizing, quantities and other personalisation details before submitting or approving an order. Contact us immediately if a change is needed.

If production has not started, we will try to assist with a change or cancellation. Reasonable costs already incurred may apply where permitted by law. Once custom production has started, cancellation or change-of-mind return is generally unavailable, without affecting rights relating to faulty or incorrectly supplied goods.

7. DTF and UV-DTF Transfers

DTF Garment Transfers

Inspect transfers before pressing. Application variables, including time, temperature, pressure, garment composition, coatings and the heat press itself, affect the result. A transfer damaged by incorrect application or use contrary to supplied instructions is not a manufacturing defect. If an unpressed transfer appears faulty, stop and contact us before application.

UV-DTF Transfers

UV-DTF transfers are single-application products intended for suitable, clean, smooth hard surfaces. Surface coatings, texture, silicone, oil, flexibility and low-energy plastics may affect adhesion. Test suitability where appropriate. Damage caused by misalignment, repositioning, an unsuitable surface, incorrect preparation or care is not a manufacturing defect. Contact us before application if the unused transfer appears faulty.

8. Damaged Parcels, Missing Items and Delivery Problems

If a parcel arrives damaged, incomplete or incorrect, keep the goods and all packaging, take clear photographs of the outer parcel, shipping label, inner packaging and affected items, and contact us promptly with your order number.

Do not discard damaged goods or packaging until we confirm that the investigation is complete. If the wrong delivery address was supplied, delivery was refused, or a parcel was not collected, additional courier and re-delivery costs may apply unless the problem was caused by AGP or the courier. Courier delays do not automatically make correctly produced goods defective, but we will assist with a trace or claim where appropriate.

9. How to Request a Return

1. Contact AGP Before Sending Anything.Provide your order number, contact details and a clear description of the problem.
2. Include Evidence.Send clear photographs or video of the product, print, packaging and shipping label where relevant.
3. Wait For Return Instructions.We will confirm whether inspection is needed and provide the correct return or collection process.
4. Pack The Goods Safely.Include all supplied parts and use protective packaging. Do not send a parcel without authorisation.

Unauthorised or incorrectly addressed returns may be delayed and do not automatically qualify for a refund.

10. Return and Collection Costs

Where goods are returned because they are defective, unsafe, poor quality or incorrectly supplied and the law places the risk and expense on the supplier, AGP will arrange or reimburse the reasonable return cost as applicable.

For an eligible cooling-off return or approved discretionary change-of-mind return, the customer is responsible for the direct return cost. We will disclose any applicable collection or courier amount before arranging it. Original delivery charges are handled according to the reason for return and applicable law.

11. Refunds, Repairs and Exchanges

Once a return is received and assessed, we will confirm the outcome. Depending on the reason, product and your legal rights, the remedy may be a repair, replacement, exchange, store credit where voluntarily accepted, or refund.

Approved refunds are made to the original payment method wherever reasonably possible. For a valid ECTA cooling-off cancellation, the statutory refund will be made within 30 days of cancellation. Other approved refunds are processed within the period required by law and may take additional banking or payment-provider time to appear.

Sale, promotional and clearance items retain applicable statutory rights if defective or incorrectly supplied. A reduced price alone does not remove those rights. Gift cards, vouchers, digital items, bundles and free promotional items are handled according to their nature and applicable law; items forming part of a returned bundle may need to be returned together.

12. Business, Bulk and Quoted Orders

Business, reseller, school, team and bulk orders may also be subject to an accepted quotation, artwork approval, production schedule or written service terms. To the extent that the CPA applies, those terms do not remove mandatory consumer rights. Bespoke production already completed cannot ordinarily be cancelled merely because requirements or quantities later change.

13. Contact, Resolution and Complaints

We want to resolve genuine concerns fairly and quickly. Please contact us first and include your order number.

If we cannot resolve a qualifying consumer complaint directly, you may seek assistance from an applicable accredited consumer ombud, provincial consumer authority or the National Consumer Commission. Nothing prevents either party from using any lawful dispute-resolution process.

14. Policy Updates and Governing Law

This policy is governed by the laws of the Republic of South Africa. We may update it when our processes or applicable law change. The version published when an order is placed will normally apply to that order, subject always to mandatory legal rights.