Refunds & Returns Policy

We want you to be satisfied with the products supplied by Image Impressions. If something is wrong with your order, please contact us as soon as possible so that we can assist.

Faulty, Damaged or Incorrect Products

If a product supplied by us is faulty, damaged on delivery, or materially different from what was ordered and approved, please contact us with your order details and photographs of the product where appropriate.

Where applicable, we will assess the product and arrange a repair, replacement, exchange or refund in accordance with the Consumer Protection Act and other applicable South African law.

Please do not return goods without first contacting us so that we can provide the appropriate return instructions.

Branded, Personalised and Custom-Made Products

Products that have been branded, printed, engraved, personalised or manufactured specifically for you cannot normally be returned or exchanged simply because you have changed your mind.

This includes products produced using artwork, logos, names, wording, colours or other specifications approved by you before production.

Before production begins, you may be provided with an artwork proof or mock-up for approval. It is your responsibility to check names, spelling, dates, colours, positioning and other details carefully before approving the artwork.

Once artwork has been approved and production has commenced, changes or cancellations may incur costs or may no longer be possible.

This does not affect your rights where goods are defective, damaged, incorrectly supplied or otherwise do not comply with applicable consumer law.

Unbranded Products

Unused standard products that have not been branded, personalised or specially manufactured may be considered for return or exchange.

Please contact us within 7 days of receiving the goods before returning anything.

Products must be unused, undamaged and in their original packaging.

Unless the goods are faulty or were incorrectly supplied, the cost and risk of returning the goods will be for the customer’s account.

Any original delivery or courier charges are generally not refundable where correctly supplied, non-defective goods are returned because the customer has changed their mind.

Order Cancellations

Please contact us immediately if you wish to cancel an order.

If branding, artwork preparation, procurement or production has already commenced, we may be unable to cancel the order without recovering costs already incurred.

We will advise you of any applicable costs before processing the cancellation where reasonably possible.

Refunds

Where a refund is approved, it will normally be processed using the original payment method where practicable.

Processing times may depend on the payment provider or financial institution involved.

Products Supplied by Third-Party Suppliers

Some Image Impressions products may be sourced or produced through specialist suppliers.

Your purchase remains with Image Impressions, and you should contact us—not the supplier—regarding problems with an order supplied through us.

We will manage any necessary communication with our suppliers on your behalf.

Need Help?

If you have a question about a return, damaged product, incorrect order or refund, please contact Image Impressions through our Talk to Us page.

Please include your order or quotation reference and sufficient information for us to identify and assess the issue.