Refund and Returns Policy

Last updated: 31 August 2026

Thank you for choosing VPlay Grafix. We take pride in providing quality printing, branding, signage, personalised gifts and graphic design services.

As many of our products are custom-made, personalised or produced specifically according to a customer’s approved artwork, specifications, measurements or instructions, the following Refund and Returns Policy applies.

1. Custom-Made and Personalised Products

Many products supplied by VPlay Grafix are produced specifically for each customer. These may include, but are not limited to:

• Banners and pull-up banners

• Posters and flyers

• Business cards

• Stickers and labels

• T-shirts and other branded clothing

• Mugs and tumblers

• Welcome boards

• Funeral and memorial products

• Name tags and lanyards

• Signage and correx boards

• Vehicle branding

• Gazebos, tablecloths and promotional displays

• Invitations and event stationery

• Custom printed photographs and canvases

• Any other personalised or specially manufactured products

Once a custom order has entered production following customer approval, it may not ordinarily be cancelled, exchanged or refunded merely because the customer has changed their mind.

Nothing in this policy limits any rights that a customer may have under applicable South African consumer law.

2. Artwork Approval

Customers are responsible for carefully checking all artwork before approving it for printing or production.

Before approving artwork, please check:

• Names and spelling

• Dates and times

• Telephone numbers

• Addresses

• Prices

• Colours

• Sizes and quantities

• Photographs

• Logos

• Layout and positioning

• Any other information appearing on the design

Once the customer approves the artwork, VPlay Grafix will produce the order based on that approved artwork.

VPlay Grafix will generally not be responsible for spelling mistakes, incorrect information, low-resolution images or other errors that were present in artwork supplied or approved by the customer.

If VPlay Grafix produces an item differently from the final artwork or specifications approved by the customer, please contact us so that we can investigate and provide an appropriate remedy where applicable.

3. Defective, Damaged or Incorrect Products

If you receive an item that is defective, damaged, incorrectly printed or materially different from the approved order, please contact VPlay Grafix as soon as reasonably possible.

Please provide:

• Your name and order/invoice number;

• A description of the problem; and

• Clear photographs showing the issue.

We will assess the product and circumstances of the order.

Where VPlay Grafix confirms that the product is defective or that we made a production error, we may, depending on the circumstances and applicable law:

• Reprint or remake the product;

• Repair or correct the product;

• Replace the affected product; or

• Provide an appropriate refund where required.

Your statutory rights regarding defective goods remain unaffected.

4. Change-of-Mind Returns

Because personalised and custom-printed products are manufactured specifically for individual customers, we generally cannot accept change-of-mind returns for such products once production has commenced.

For standard, non-personalised products, any request for a return will be considered in accordance with this policy and applicable consumer law.

5. Order Cancellations

If you wish to cancel an order, please contact VPlay Grafix immediately.

If design work or production has not yet started, we will assess whether the order can be cancelled and whether any costs have already been incurred.

If artwork preparation, printing, manufacturing, branding or other production work has already started, VPlay Grafix may deduct or charge reasonable amounts for work already performed, materials used or other costs incurred, where permitted by law.

Special-order goods may be subject to different cancellation rules under applicable consumer legislation.

6. Customer-Supplied Artwork and Images

Customers are responsible for ensuring that artwork, photographs, logos and other files supplied to VPlay Grafix are suitable for the requested product.

Print quality depends significantly on the quality and resolution of the files provided.

Where a customer requests that VPlay Grafix use a supplied low-resolution, blurred, pixelated or otherwise unsuitable image after being advised of the potential quality limitations, the resulting quality issue may not qualify as a production defect.

7. Colour Variations

Colours displayed on phones, tablets and computer monitors may differ from colours produced during physical printing.

Different printing methods, materials and finishes may also produce reasonable variations in colour.

Reasonable colour variations between a digital screen or proof and the finished printed product will therefore not automatically constitute a defect.

Where exact colour matching is essential, customers should inform VPlay Grafix before production so that appropriate colour requirements can be discussed.

8. Incorrect Information Supplied by the Customer

VPlay Grafix cannot ordinarily provide a free replacement or refund where an order was correctly produced according to information supplied or artwork approved by the customer, but the customer later discovers that the information they supplied or approved was incorrect.

Where possible, we may offer to reproduce the order at an additional cost.

9. Deposits and Production

A deposit or full payment may be required before design work, printing or production begins.

Once materials have been purchased, artwork has been prepared, or production has commenced for a customised order, cancellation may result in reasonable costs already incurred being deducted from any amount otherwise refundable, subject to applicable law.

10. Collection of Orders

Customers should inspect their orders as soon as reasonably possible after collection or delivery.

If there is a problem with your order, please contact us promptly and retain the affected products while the matter is being investigated.

Please do not dispose of defective or incorrect products before VPlay Grafix has had a reasonable opportunity to assess the complaint.

11. Online Orders and Cooling-Off Rights

Certain online transactions and transactions resulting from direct marketing may carry statutory cooling-off or cancellation rights under South African law.

Where such rights legally apply to your transaction, this policy does not remove or restrict them.

Any applicable refund, return or cancellation will be handled in accordance with the Consumer Protection Act, Electronic Communications and Transactions Act and other applicable South African legislation.

12. Refund Processing

Where a refund has been approved, it will ordinarily be made using an appropriate payment method.

Processing times may depend on the payment method, bank or payment service provider involved.

Where legislation prescribes a specific refund period, VPlay Grafix will process the refund in accordance with that requirement.

13. Courier and Delivery Issues

Customers should provide complete and accurate delivery information.

If an order arrives visibly damaged, please photograph the packaging and product and notify VPlay Grafix as soon as reasonably possible.

Where a delivery issue is attributable to VPlay Grafix or its appointed delivery service, we will investigate the matter and provide an appropriate remedy where required.

Additional delivery charges may apply where an order needs to be resent because the customer supplied an incorrect or incomplete delivery address, subject to applicable law.

14. How to Request a Return, Replacement or Refund

To report a problem with an order, please contact VPlay Grafix and provide:

1. Your full name;

2. Order or invoice number;

3. Description of the issue;

4. Photographs of the affected product, where applicable; and

5. Any other information reasonably required to investigate the matter.

Please do not return products without first contacting VPlay Grafix.

15. Consumer Rights

This Refund and Returns Policy is intended to operate consistently with the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, and other applicable South African legislation.

Nothing contained in this policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded, restricted or waived.

Where there is a conflict between this policy and a mandatory provision of applicable South African law, the applicable law will prevail.

Contact Us

If you have any questions regarding refunds, returns, cancellations or an order you have received, please contact:

VPlay Grafix
Tel: 087 654 5145
Website: www.vplay.co.za  

Our team will review your request and assist you as soon as reasonably possible.

© 2026 VPlay Grafix. All Rights Reserved.