1. Summary

  • Custom printed items – non-refundable unless defective
  • Standard items – can be returned within 7 days if unused (10% handling fee applies)
  • Defective items – report within 48 hours for repair, replacement, or refund
  • Change of mind – not a valid reason for returning custom items

2. Custom printed products (non-refundable unless defective)

Because custom items are made to your specific requirements, they are non-refundable in the following situations:

  • You changed your mind
  • You approved artwork that later contained an error
  • Colours look different on screen (RGB) compared to print (CMYK)
  • Minor variations in trimming or alignment within industry standards

If your custom item is defective (e.g., misprint, binding error, wrong item), see Section 5 below.

3. Standard (non-custom) products

If you are a consumer, you may return standard goods within 7 business days of delivery or collection for a full refund, provided:

  • The goods are unused, unopened, and in original packaging
  • You provide the original proof of purchase
  • You pay for return shipping

A 10% handling fee may be deducted from your refund to cover restocking costs.

4. Change of mind

Returning a product simply because you changed your mind is only allowed for standard goods (see Section 3 above). Custom items cannot be returned for change of mind.

5. Defective products

You must report any defect within 48 hours of delivery or collection.

To report a defect, email sales@unicopy.co.za with:

  • Your order number
  • A description of the issue
  • Clear photographs of the defect

We will inspect the item within 5 business days. If we confirm a defect, you may choose one of the following at no cost to you:

  • Repair (if feasible)
  • Replacement with an identical item
  • A full refund (including original delivery charges)

What is not considered a defect:

  • Colour variations within normal CMYK printing tolerances
  • Errors in your approved artwork
  • Damage caused after delivery or collection
  • Normal wear and tear

The 48-hour reporting period is for practical purposes but does not remove your rights for hidden defects that could not reasonably be discovered immediately.

6. Cancellations before production

You may cancel an order only if production has not yet started (artwork not yet approved).

A 15% cancellation fee may be deducted from your refund to cover administrative and payment processing costs.

Once production starts, no cancellation is permitted for custom items.

7. If we cannot fulfil your order

If we cannot fulfil your order (e.g., materials out of stock, technical issues), we will notify you within 3 business days and issue a refund within 7 business days.

8. How refunds are processed

Approved refunds are processed within 7 to 14 business days.

Refunds are made via the original payment method:

  • EFT payments – refunded to the same bank account
  • Card payments – refunded to the same card
  • Cash payments – refunded in cash (in-store) or via EFT

We will send you a refund confirmation email once processed.

9. Who pays for return shipping?

In cases where goods are confirmed to be defective or where UniCopy has sent the wrong item, UniCopy will cover the return postage costs. For standard goods returned, including due to a change of mind, you are responsible for the return shipping fees.

10. How to initiate a return

Email us at sales@unicopy.co.za with “RETURN” or “DEFECT” in the subject line. Please include:

  • Your order number
  • Description of the issue
  • Clear photographs (for defect claims)

11. Limitation

UniCopy’s maximum liability under this policy is limited to the total amount you paid for the relevant order. We are not liable for any consequential damages arising from defective goods.