Refunds and cancellations

Cancelling before we print

You can cancel for a full refund any time before production starts on your order. We usually start within one working day of payment, so message us as soon as you can. If production has already started we cannot cancel, because the printed photo cannot be resold to anyone else.

The seven-day cooling off right

Section 44 of ECTA gives online shoppers seven days to return most goods without a reason. That right does not cover goods made to a consumer's own specifications, which is what a case printed with your photo is. Keyring charms bought on their own, without personalisation, can be returned unused and in their original packaging within seven days of delivery, and you carry the cost of returning them.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, contact us within seven days of delivery with a photo of the item and the packaging. We will arrange collection at our cost and you choose a replacement or a full refund.

Section 56 of the Consumer Protection Act also gives you six months from delivery to return goods that turn out to be defective or unfit for their normal purpose. In that period you choose between a repair, a replacement or a refund, at no charge to you.

What is not a defect

We cannot refund or reprint for the following, because the result comes from the file or the choices made at checkout:

• a blurry or pixelated print caused by a low-resolution photo you uploaded
• the wrong phone model selected at checkout
• the crop or position of the photo, where it matches the preview you confirmed before paying
• small colour differences between a screen and a printed case
• ordinary wear, scratches, or damage caused by a drop or by the phone being forced in

If you are unsure about a photo, send it to us on WhatsApp before you order and we will tell you honestly whether it will print well.

How refunds are paid

Approved refunds go back to the method you paid with, in South African Rand, within ten working days of us receiving the returned item or agreeing to the cancellation. Delivery charges are refunded too where the fault was ours. Where a returned order included a free keyring charm, the charm must come back with it or its normal price is deducted.

Bundles

If you return part of a bundle, the remaining items are recalculated at their normal individual prices and the difference is deducted from your refund. If the whole bundle comes back, you are refunded in full.

How to start a return

Message us on WhatsApp or email us using the details on the contact page. Include your order number, what went wrong and a clear photo. We reply to every request, and we will tell you straight away whether it is covered.