Returns, Refunds & Cancellations Policy

This Policy forms part of Gentwelve Printing Co’s Terms and Conditions and applies to quotations, catalogue enquiries, online transactions and orders for promotional products, apparel, printed material, branded merchandise, artwork and related services.

1. Purpose and legal basis

This Policy explains how Gentwelve handles cancellations, changes, returns, defective goods and refunds. It is intended to operate consistently with the Consumer Protection Act 68 of 2008 (CPA), its regulations, the Electronic Communications and Transactions Act 25 of 2002 (ECTA) where applicable, and other applicable South African law. Nothing in this Policy is intended to waive or restrict a right that the law does not allow Gentwelve to exclude.

2. Custom, branded and personalised goods

A large portion of Gentwelve’s work is produced or procured specifically for an individual customer’s requirements. Because these goods may not reasonably be resalable, ordinary discretionary change-of-mind returns will generally not be offered once customisation or committed procurement has begun, subject always to applicable statutory rights.

3. Cancelling before production

If you want to cancel an order, contact Gentwelve immediately. If procurement, artwork, setup or production has not begun, we will assess whether the order can be cancelled and what amounts, if any, have already been reasonably incurred. Where the CPA gives a consumer a right to cancel an advance order or reservation, any cancellation charge will be limited to a reasonable charge permitted by law.

4. Cancelling after procurement or production has started

Once products have been ordered from a supplier, artwork has been specially prepared, production setup has occurred, branding has begun, or goods have been personalised, Gentwelve may already have incurred non-recoverable costs. A cancellation will therefore be assessed case by case.

5. Changes to a confirmed order

Changes to product, colour, size, quantity, branding method, branding position, artwork, personalisation, delivery details or deadlines should be requested as early as possible. A change is not effective until Gentwelve confirms that it can be made, and may alter the price or lead time.

6. Artwork and proof approval

The customer is responsible for carefully checking any artwork, proof or branding layout before approval. Once a layout has been approved, Gentwelve may proceed on that basis. An error that appeared in the approved artwork or customer-supplied information will not ordinarily constitute a Gentwelve production defect, unless Gentwelve produced something materially different from the approved specification.

7. Defective or incorrect goods

If goods are defective, unsafe, incorrectly supplied or materially fail to match the agreed or approved specification, contact Gentwelve promptly. Where the CPA applies, consumers have statutory rights relating to the quality and performance of goods, which may include repair, replacement or refund.

8. Six-month statutory warranty where applicable

Where section 56 of the CPA applies, goods that fail to meet the applicable statutory quality standards may be returned within six months after delivery without penalty and at the supplier’s risk and expense. This provision does not convert a non-defective custom order into a change-of-mind return.

9. What is not necessarily a defect

The following may be normal characteristics rather than defects, provided the goods remain of acceptable quality and comply with the agreed specification:

• reasonable differences between colours shown on a screen and physical inks, threads, foils or product materials;
• reasonable manufacturing or branding tolerances in position, dimensions or finish;
• natural variations in wood, bamboo, leather, textiles and similar materials;
• minor colour or texture variation between manufacturing batches;
• differences inherent to the selected branding process that were disclosed or reasonably apparent from the approved specification.

This section does not excuse material defects, poor workmanship or a failure to supply what was agreed.

10. Wrong size or colour ordered by the customer

For apparel and other size- or colour-dependent products, customers must check the selected sizes and colours before approval. Correctly supplied goods that match the customer’s confirmed selection will not ordinarily be exchangeable after branding merely because a different size or colour is later preferred. If Gentwelve supplied a size or colour different from the confirmed order, the matter will be treated as an incorrect-supply claim.

11. Shortages and delivery discrepancies

Please count and inspect the goods as soon as reasonably possible after delivery. If a carton appears damaged, quantities are short, or the wrong items were delivered, notify Gentwelve promptly and provide the order or invoice number, photographs and any other reasonable evidence.

12. Courier or transit damage

Where goods arrive visibly damaged, photograph the outer packaging and goods before discarding the packaging where reasonably possible. Contact Gentwelve promptly.

13. Return authorisation

Before sending goods back, contact Gentwelve so that we can provide the correct return instructions, reference and destination. Unauthorised returns can be delayed or misdirected.

14. Inspection of returned goods

Returned goods may need to be inspected to establish the nature and cause of the problem, including comparison with the approved artwork, order specification, supplier information and production records.

15. Refunds

Where a refund is due, Gentwelve will process it using a reasonable and secure method, normally linked to the original transaction or agreed banking details. Processing times can depend on banks and payment providers. We will not impose an unlawful refund fee.

16. Payment gateway refunds

Payments made through an online payment provider may need to be refunded through that provider. Gentwelve may require reasonable verification before processing a refund to reduce fraud and payment-redirection risk. Customers should never send card PINs, passwords or one-time passwords to Gentwelve.

17. Electronic transactions and cooling-off rights

Certain electronic transactions may qualify for cooling-off rights under ECTA. Those rights are subject to statutory exclusions relevant to goods made to the consumer’s specifications and clearly personalised goods. Gentwelve will apply any ECTA right or exclusion according to the actual transaction rather than using a blanket no-refund rule.

18. Services and design work

Artwork, graphic design, redrawing, digitising, setup and other services involve work performed for the customer. If a customer cancels after work has begun, Gentwelve may charge for work already performed or costs already incurred to the extent permitted by law.

19. Samples

Samples supplied for approval or evaluation are subject to the terms quoted for that sample. A production run can vary reasonably from a digital mock-up or screen representation.

20. Clearance, sale or discontinued goods

A reduced price does not by itself remove statutory quality rights. However, if goods were sold with a specific defect or condition clearly disclosed and expressly accepted before purchase, that disclosed condition will be taken into account to the extent permitted by law.

21. Business customers

Some provisions of the CPA apply differently, or may not apply, depending on the identity and juristic-person threshold of the customer and the nature of the transaction. Where mandatory consumer legislation does not apply, the agreed quotation, order documentation and Gentwelve Terms and Conditions will govern the commercial return and cancellation position.

22. How to make a claim

To help us resolve a problem quickly, send Gentwelve:

• your quotation, sales order or invoice number;
• a clear description of the problem;
• the affected product code, colour, size and quantity where relevant;
• clear photographs or video showing the issue where practical;
• photographs of packaging for transit-damage claims where available;
• the outcome you are requesting.

Claims may be sent to hello@gentwelve.com or raised through Gentwelve’s normal customer-service channels.

23. Complaint escalation

Gentwelve will first attempt to investigate and resolve complaints directly. Where applicable, a consumer may also use statutory dispute-resolution channels, including the Consumer Goods and Services Ombud or other competent regulator, tribunal or court.

24. Policy changes

Gentwelve may update this Policy for future transactions as its catalogue, payment methods, fulfilment processes or legal obligations change.

25. Contact

• Website: gentwelve.com · Catalogue: catalogue.gentwelve.com
• Email: hello@gentwelve.com
• Office: 010 013 0297
• WhatsApp / Mobile: 069 045 1055