Refund policy
Refund & Return Policy
At Lötter Print Co, many of our products are custom-made, personalised, printed, branded, or produced specifically according to each customer’s order. Because of this, different return conditions apply to custom products and standard products.
Custom, Personalised & Printed Products
Custom-made, personalised, branded, printed, engraved, foiled, embroidered, or otherwise customised products are not eligible for return, exchange, or refund due to a change of mind.
This includes, but is not limited to:
- Custom printed ribbon
- Printed stationery
- Branded clothing and apparel
- Custom signage
- Personalised notebooks and gifts
- Printed packaging
- Stickers and labels
- Name badges
- Custom-designed products
- Products manufactured or ordered specifically according to your selected size, colour, quantity, artwork, wording, logo, or other specifications
Once production has started, custom orders generally cannot be cancelled, changed, or refunded.
Customers are responsible for checking all supplied information, including spelling, wording, colours, sizes, quantities, artwork, and contact details before approving an order or artwork proof.
Where an artwork proof is supplied, production may begin once the proof has been approved.
Incorrect, Defective or Damaged Orders
If we have made an error with your order, or if your product arrives defective, damaged, or materially different from the approved order specifications, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the problem
- Clear photographs showing the issue
- Photographs of the packaging where damage occurred during delivery
We will assess the issue and, where appropriate, arrange a replacement, correction, repair, store credit, or refund.
We reserve the right to request that defective or incorrect goods be returned before a replacement or refund is issued.
Colour Variations
Colours displayed on computer monitors, mobile devices, printed proofs, and digital mock-ups may differ slightly from the final printed product.
Minor colour variations caused by different screens, printers, substrates, materials, inks, foils, manufacturing batches, or printing processes are not normally considered defects.
Customer-Supplied Artwork
Customers are responsible for ensuring that artwork supplied to Lötter Print Co is correct and of sufficient quality for printing.
We cannot accept responsibility for issues resulting from:
- Low-resolution images
- Incorrect spelling or information supplied by the customer
- Poor-quality logos
- Incorrect dimensions supplied by the customer
- Artwork approved by the customer
- Copyright or trademark infringement relating to customer-supplied artwork
Standard / Non-Custom Products
For products that have not been customised or made specifically for you, please contact us within 7 days of receiving your order if you wish to request a return.
Products must be:
- Unused
- Unopened where applicable
- In their original condition
- In their original packaging
- Suitable for resale
Return shipping costs are generally the responsibility of the customer unless the product was supplied incorrectly or is defective.
Please contact us before returning any item. Products returned without prior authorisation may not be accepted.
Non-Returnable Items
The following products cannot be returned unless they are defective or incorrectly supplied:
- Custom or personalised products
- Printed or branded products
- Made-to-order products
- Products produced according to approved artwork
- Special-order items
- Clearance or final-sale products
- Used, opened, damaged, or altered products
Order Cancellations
If you wish to cancel an order, please contact us immediately.
For standard products, we will try to accommodate the cancellation if the order has not yet been processed or dispatched.
For custom orders, cancellation is only possible if production has not yet started. Once artwork, materials, production, printing, branding, or manufacturing has commenced, the order may no longer be cancelled or refunded.
Any work already completed or costs already incurred may be deducted from a refund.
Delivery Damage
If a parcel appears damaged when delivered, please photograph the parcel before opening it where possible.
Any courier-related damage should be reported to us promptly so that we can investigate the matter with the courier.
Refunds
Where a refund has been approved, the refund will be processed back to the original payment method where possible.
Banking institutions and payment providers may take several business days to reflect the refund.
Original delivery charges and return delivery charges are generally non-refundable unless the return is due to an error by Lötter Print Co or a defective product.
Consumer Rights
Nothing in this policy is intended to remove or limit any rights that a customer may have under applicable South African consumer protection legislation.
Where the Consumer Protection Act or other applicable legislation gives you rights that cannot legally be excluded, those rights will continue to apply.
Contact Us
For any return, refund, damaged order, or order-related query, please contact Lötter Print Co and include your order number and relevant photographs.
Website: www.lotterprint.co.za
One thing I deliberately included is the Consumer Protection Act wording. You don't want the policy to say “absolutely no refunds under any circumstances,” because customised products can still need to be replaced/refunded when we supplied the wrong product, the goods are defective, or they don't match what was agreed. The no-return rule mainly protects you against change-of-mind returns on custom work.
Contact Us
For any return, refund, damaged order, or order-related query, please contact Lötter Print Co and include your order number and relevant photographs.
Email: info@lotterprint.co.za
Website: www.lotterprint.co.za