Terms and Conditions

1. Definitions and application

In these Terms, “Gentwelve”, “we”, “us” or “our” means Gentwelve Printing Co. “Client”, “customer”, “you” or “your” means the person or entity requesting or purchasing goods or services. “Goods” includes promotional products, apparel, printed material, signage and other merchandise. “Services” includes design, artwork preparation, branding, printing, sourcing, personalisation, production coordination and related services.

These Terms apply to quotations, sales orders, invoices, catalogue enquiries, website orders, WhatsApp or email instructions, and other transactions with Gentwelve. If a signed agreement or written quotation contains a specific term that conflicts with these general Terms, the specific written term for that order will take priority to the extent of the conflict.

2. Quotations and pricing

Quotations are based on the information available when issued, including product, quantity, colour, branding method, branding positions, artwork condition, delivery requirements and supplier pricing. A quotation is not a reservation of stock. Unless stated otherwise, prices may be revised before order confirmation if quantities, specifications, supplier costs, exchange rates, delivery requirements or the scope of work changes. Gentwelve is not VAT registered unless expressly stated otherwise on the relevant tax or commercial document. Prices must therefore be read exactly as shown on the quotation or invoice.

3. Order confirmation

An order becomes binding when Gentwelve accepts the order and the required commercial and production conditions have been met. These include receipt of payment in full and may include confirmed stock, final specifications, acceptable artwork and/or approval of the branding layout. Gentwelve may decline an order before acceptance where stock, production capability, legal restrictions, credit risk or other material constraints prevent fulfilment.

4. Payment

Payment terms are those stated on the quotation, sales order or invoice. Orders must be paid in full before production or procurement begins, and work starts once cleared funds are received. Gentwelve may withhold release or delivery of goods to the extent permitted by law while amounts relating to the order remain overdue.

5. Stock availability

Stock information is time-sensitive and may change without notice. A quotation, catalogue display or enquiry does not reserve stock. If an item becomes unavailable before the order is secured, Gentwelve may propose an alternative, revised delivery date or refund for the unavailable item, as appropriate. No substitute will be treated as approved without the client’s agreement.

6. Artwork requirements

The client must supply suitable artwork and has responsibility for ensuring that it is authorised for use. Vector artwork is preferred for most branding processes. If supplied artwork is unsuitable, Gentwelve may request a replacement file or quote for redrawing, cleanup or conversion.

7. Intellectual property and client-supplied content

The client warrants that it owns or has permission to use all logos, trademarks, photographs, designs, names and other content supplied to Gentwelve. The client is responsible for claims arising from unauthorised content it instructs Gentwelve to reproduce, except to the extent caused by Gentwelve’s own unlawful conduct. Gentwelve retains rights in original concepts, artwork and design work created by Gentwelve until all applicable design charges have been paid, unless otherwise agreed in writing.

8. Artwork and branding approval

Before production, Gentwelve may issue a digital layout or proof showing the product, logo, approximate size, position and production notes. The client must check spelling, contact details, dates, product code, product colour, quantity, sizes, logo version, branding position and other relevant details. Written or electronic approval authorises Gentwelve to proceed on the basis of the approved layout. Changes requested after approval may incur additional charges and delay, and may be impossible once production has begun.

9. Colour and production variation

Screens, printers, inks, threads, foils, product materials and production processes reproduce colour differently. Pantone or corporate colour references should be supplied where colour matching is important. Reasonable production variation may occur in colour, position, size, texture and finish. Nothing in this clause limits statutory rights relating to defective or non-conforming goods.

10. Branding methods and branding areas

Branding is subject to the technical limits of the selected product and method. Seams, zips, handles, curves, linings, textures and construction can reduce the usable branding area. Gentwelve may recommend a different size, position or method where the requested treatment is unlikely to reproduce reliably.

11. Embroidery and digitising

Embroidery requires a digitised stitch file. Fine detail, small text, gradients and thin lines may need to be simplified. Digitising and/or machine setup charges may apply. A repeat order may still require production setup even where a digitised file already exists.

12. Personalisation and variable data

Where individual names, numbers or other variable information is required, the client must supply a final and accurately checked list in the requested format. Corrections after production has begun may not be possible and may be chargeable, subject to applicable law.

13. Lead times

Any production or delivery date is based on the circumstances known when given. Unless expressly guaranteed in writing, lead times are estimates and may depend on stock, final artwork, layout approval, payment, production capacity, courier performance and other external factors. The client must disclose a fixed event or in-hands deadline before ordering.

14. Delivery, collection and risk

Delivery charges and arrangements are as quoted or agreed. The client must provide a complete and accurate delivery address and a person able to receive the goods. Risk and responsibility for goods will pass as provided by applicable law and the agreed delivery arrangement.

15. Cancellations and changes

Because many Gentwelve orders involve specially sourced, branded, personalised or made-to-order goods, a cancellation or material change can create costs once procurement, artwork, setup or production has started. Any cancellation right and charge will be determined by the applicable law, the stage of the order and the reasonable costs or losses actually incurred. Gentwelve will not impose a term that unlawfully removes a consumer’s statutory cancellation rights. See our Returns, Refunds & Cancellations Policy for detail.

16. Returns, defects and claims

The client should inspect goods as soon as reasonably possible after receipt and notify Gentwelve promptly of shortages, incorrect goods, material branding errors or defects. Where the Consumer Protection Act applies, nothing in these Terms removes the consumer’s non-excludable rights concerning quality, defects, repair, replacement or refund.

17. Non-defective custom goods

Subject to mandatory consumer rights, correctly supplied goods that have been branded, personalised, altered or procured specifically to the client’s specification are generally not suitable for resale and will not ordinarily be accepted for a discretionary change-of-mind return. This does not apply where the goods are defective, unsafe, incorrectly supplied, materially different from the approved order, or where applicable law provides a return or cancellation right.

18. Samples and mock-ups

Physical samples, pre-production samples and mock-ups may be chargeable. Digital mock-ups are visual guides and are not exact representations of physical scale, colour, texture or final production appearance.

19. Supplier and manufacturer information

Gentwelve sources goods and may rely on manufacturers, distributors, branding facilities and logistics providers. Product specifications, colours, dimensions, stock status and supplier information can change. Statutory obligations owed by Gentwelve to a consumer are not avoided merely because a third party participates in fulfilment.

20. Limitation of liability

To the maximum extent permitted by law, Gentwelve will not be liable for indirect, special or consequential loss that was not reasonably foreseeable from the transaction. No limitation in these Terms applies where liability cannot lawfully be excluded or limited, including rights and remedies granted by applicable consumer law.

21. Force majeure

Gentwelve will not be treated as having breached an obligation solely because performance is prevented or materially delayed by an event outside its reasonable control, such as severe transport disruption, supplier failure caused by such an event, power or network disruption, civil disturbance, natural disaster or governmental restriction.

22. Electronic communications

The parties may communicate and approve transactions electronically, including by email, website, electronic payment system and WhatsApp. Electronic approvals and instructions may be relied upon where they reasonably appear to originate from the client or its authorised representative, subject to applicable law.

23. Personal information

Gentwelve may process contact, order, delivery, payment-reference and business information to quote, fulfil orders, provide support, keep records, prevent fraud and meet legal obligations, in accordance with applicable South African data-protection law, including POPIA. See our Privacy Policy for detail.

24. Website and catalogue

Website and catalogue content is intended to assist product selection and may change. Product images can differ from the physical item because of photography, screens, batch variation and supplier updates. An online enquiry is not automatically an accepted order.

25. Complaints and dispute resolution

Complaints should first be submitted to Gentwelve with the order or invoice number and supporting information so that the matter can be investigated. Where the Consumer Protection Act and the Consumer Goods and Services Industry Code apply, an eligible consumer may have access to the Consumer Goods and Services Ombud or other statutory remedies.

26. Governing law

These Terms and transactions with Gentwelve are governed by the laws of the Republic of South Africa. Any jurisdiction or forum provision must remain subject to legislation that gives a consumer the right to approach a court, tribunal, ombud or regulator.

27. Severability

If a provision is found unlawful or unenforceable, it will be read down or severed only to the extent necessary, and the remaining provisions will continue to operate.

28. Changes to these Terms

Gentwelve may update these general Terms for future transactions. The version accepted for an existing confirmed order will continue to govern that order unless the parties lawfully agree otherwise.

29. Entire order record

The relevant quotation, accepted order or sales order, approved branding layout, invoice, written amendments and these Terms together form the order record. A client should keep copies of these documents.

30. Contact details

Gentwelve Printing Co operates as an online/service-area business. General enquiries may be directed to:

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