Refund, Returns & Cancellation Policy
Last Updated: 20 August 2026
At GT Designs (Pty) Ltd, we take pride in producing quality branded, printed and customised products for our customers. Because many of our products are made specifically according to your requirements, it is important that you understand our cancellation, return and refund procedures before placing an order.
GT Designs (Pty) Ltd
Registration No.: 2013/1103267/07
20 Maclean Street, Celtis Centre, Brits
Between Autozone & VIP Salon
Tel: 012 004 2492
WhatsApp: 073 077 4349
Email: info@gtdesignssa.com
Website: www.gtdesignssa.com
1. Scope of This Policy
This policy applies to orders placed through the GT Designs online store, including orders for:
- Custom-printed products
- DTF printing
- Sublimation products
- UV-printed products
- Embroidered products
- Branded clothing
- Corporate clothing
- Corporate gifts
- Signage and branded boards
- Custom promotional products
- Products using customer-supplied artwork
- Products for which GT Designs creates or modifies artwork
- Other made-to-order or personalised products
This policy must be read together with our Website Terms and Conditions and any quotation, order confirmation or other written agreement applicable to your order.
Nothing in this policy is intended to exclude or limit any rights that cannot lawfully be excluded or limited under applicable South African law, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
2. Custom & Made-to-Order Products
Many products sold by GT Designs are produced specifically according to the customer’s requirements.
A product may be considered a custom or made-to-order product where the customer:
- Uploads their own artwork or design;
- Requests GT Designs to create artwork or a design;
- Selects specific colours, sizes, quantities or specifications;
- Requests personalised names, numbers, logos, photographs or text;
- Requests a specific print, embroidery or branding configuration;
- Requests a product to be manufactured or branded specifically for them; or
- Approves a proof or artwork for production.
Because these products are manufactured or prepared specifically for the customer, they may not be suitable for resale to another customer.
The ECTA provides exclusions from its online cooling-off provisions for certain goods made to a consumer’s specifications. However, statutory rights relating to defective, incorrect or non-conforming goods remain applicable.
3. Cancellation Before Production
Customers may request cancellation of an order before production has commenced.
A cancellation request must be submitted as soon as possible by email or WhatsApp and must include:
- Order number;
- Customer name;
- Contact details; and
- Reason for cancellation.
Where production, artwork preparation or other work has not yet commenced, GT Designs will assess the cancellation request and, where applicable, refund amounts paid, subject to any legitimate costs already incurred for the order.
4. Cancellation After Artwork or Design Work Has Started
Where a customer has requested GT Designs to create, modify, prepare or set up artwork, the order may incur design or artwork preparation costs.
If GT Designs has already started work on the customer’s artwork or design when a cancellation request is received, any refund will take into consideration work already completed and costs reasonably incurred.
Where the customer has specifically purchased a design service, the customer acknowledges that work may commence shortly after the order is placed.
Once the design service has been performed, the design service portion of the order may not be refundable merely because the customer subsequently changes their mind.
5. Cancellation After Production Has Started
Once production has commenced, cancellation of a custom or personalised order will generally not be possible because materials, labour, printing, embroidery, cutting, preparation and other resources may already have been committed specifically to the customer’s order.
This may include orders where:
- Printing has started;
- Embroidery has started;
- Clothing has been printed or prepared;
- Materials have been cut or prepared;
- Signage has entered production;
- Corporate gifts have been branded;
- Artwork has been transferred to production;
- Products have been personalised; or
- The order has otherwise entered the production process.
Where production has commenced, GT Designs may be unable to provide a change-of-mind refund.
This does not affect any rights the customer may have under applicable South African consumer law in relation to defective, damaged, incorrect or non-conforming goods.
6. Customer-Supplied Artwork
Customers who upload their own artwork are responsible for ensuring that the artwork supplied to GT Designs is correct and suitable for production.
Customers should carefully check:
- Spelling;
- Names;
- Numbers;
- Dates;
- Logos;
- Colours;
- Images;
- Sizes;
- Product selections;
- Quantities;
- Placement instructions; and
- Any other information supplied with the order.
The customer confirms that they have the necessary rights or permission to use artwork, logos, photographs, trademarks, designs and other content supplied to GT Designs.
GT Designs is not responsible for copyright or trademark infringement arising from artwork supplied by the customer.
Where the customer has supplied incorrect artwork and production has been completed in accordance with the approved artwork, the order will generally not qualify for a refund or reprint solely because the customer supplied incorrect information.
7. GT Designs Artwork & Design Services
Where the customer asks GT Designs to create or modify artwork, the customer may be provided with an artwork proof for approval before production.
Customers are responsible for carefully reviewing and approving the final proof.
Once the customer has approved the artwork, GT Designs will proceed with production based on the approved design.
Errors that were present in the artwork and clearly visible in the approved proof will generally not qualify for a free reprint where the final product was produced in accordance with that approved proof.
However, if GT Designs makes an error during production that differs from the approved artwork or agreed specifications, the matter will be investigated and, where appropriate, corrected.
8. Changes to an Order
Requests to change an order should be submitted as soon as possible.
Changes may include:
- Product;
- Quantity;
- Size;
- Colour;
- Artwork;
- Text;
- Personalisation;
- Delivery address; or
- Collection arrangements.
GT Designs will attempt to accommodate changes where production has not yet started.
Once production has commenced, changes may no longer be possible. If a change can be accommodated after production has started, additional charges may apply.
9. Defective, Damaged or Incorrect Products
We want you to receive your order in the condition and specification agreed upon.
If you receive a product that is:
- Defective;
- Damaged;
- Incorrect;
- Significantly different from the agreed specifications; or
- Incorrectly produced by GT Designs,
please contact us as soon as reasonably possible after receiving or collecting the order.
Please provide:
- Order number;
- Customer name;
- Description of the problem;
- Clear photographs of the product; and
- Photographs of the packaging where relevant.
GT Designs may inspect or request the product to be returned before determining the appropriate remedy.
Where a product is confirmed to be defective, incorrectly produced or otherwise subject to a statutory remedy, GT Designs will provide the remedy required by applicable law.
The Consumer Protection Act provides consumers with protections relating to the quality and suitability of goods, including an implied warranty of quality in applicable circumstances.
10. Change-of-Mind Returns
Because GT Designs produces many products specifically according to customer requirements, custom, personalised and made-to-order products are generally not eligible for a change-of-mind return once production has commenced, subject always to applicable statutory rights.
For example, a change-of-mind return may not be accepted merely because:
- You no longer want the product;
- You selected the wrong size;
- You selected the wrong colour;
- You supplied the wrong artwork;
- You supplied incorrect information;
- You changed your mind about the design;
- You ordered the wrong quantity; or
- You no longer require the product.
For standard, non-custom products purchased online, any statutory cancellation or return rights that apply under South African law will remain unaffected.
11. Online Cooling-Off Rights
Certain electronic transactions may be subject to the cooling-off provisions of the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
Where the statutory cooling-off right applies, a qualifying consumer may cancel an applicable online transaction within the prescribed period without providing a reason, subject to the requirements and exclusions contained in the ECTA.
The ECTA specifically excludes certain transactions and goods from the cooling-off provisions, including goods made to the consumer’s specifications.
Accordingly, the 7-day online cooling-off right does not automatically apply to every product sold through our website, particularly products manufactured or personalised according to the customer’s specifications.
Nothing in this section limits a customer’s statutory rights concerning defective or non-conforming products.
12. Delivery & Collection
Customers may choose between available delivery and collection options during checkout.
For delivery orders, the customer should inspect the package and products upon receipt and notify GT Designs as soon as reasonably possible if there is visible damage or an incorrect item.
For store collection orders, customers should inspect their products when collecting them where reasonably possible and notify GT Designs promptly of any apparent issue.
Collection orders that have been completed and collected will not be eligible for a change-of-mind refund merely because the customer subsequently changes their mind.
This does not affect statutory rights relating to defective or incorrectly supplied goods.
13. Refund Processing
Where a refund has been approved, GT Designs will process the refund using the original payment method where reasonably possible.
Depending on the payment method and financial institution, the time for the refunded amount to reflect in the customer’s account may vary.
Where a refund is required by applicable law, GT Designs will process it within the timeframe prescribed by that law.
For an approved refund that is not specifically governed by a statutory refund period, GT Designs will communicate the expected processing timeframe to the customer.
14. Delivery Fees
Where a refund is granted because of a change of mind and the applicable law permits the customer to cancel the transaction, the customer may be responsible for the direct costs associated with returning the goods.
Where the return is due to an error, defect or incorrect product supplied by GT Designs, the applicable costs will be assessed in accordance with the circumstances and applicable law.
15. Orders Not Collected
Customers who select store collection will be notified when their order is ready.
Customers should collect their orders within a reasonable period after receiving the collection notification.
Where an order remains uncollected for an extended period, GT Designs may contact the customer to arrange collection or alternative delivery arrangements.
Custom products that have been manufactured specifically for the customer remain subject to the terms applicable to custom orders and are not automatically refundable because the customer fails to collect them.
16. Refunds for Undelivered Orders
If GT Designs is unable to fulfil an order because the ordered goods or services are unavailable, the customer will be notified and any refund due will be processed in accordance with applicable law and the circumstances of the transaction.
Where a supplier fails to fulfil an electronic transaction within the agreed period, consumer cancellation rights may arise under applicable legislation.
17. Promotional and Discounted Orders
Promotional products, discounted products and special offers remain subject to this Refund, Returns & Cancellation Policy.
A promotional price does not remove any statutory consumer rights.
Where a promotion involves a custom or personalised product, the custom-product provisions of this policy will apply.
18. How to Request a Cancellation, Return or Refund
To submit a request, contact GT Designs using one of the following channels:
Email: info@gtdesignssa.com
WhatsApp: 073 077 4349
Telephone: 012 004 2492
Please include your:
- Full name;
- Order number;
- Contact number;
- Product purchased;
- Date of purchase;
- Reason for the request; and
- Photographs or supporting information where applicable.
Please do not return a product to GT Designs without first contacting us and receiving instructions.
19. Customer Responsibility
Customers are responsible for checking their order information before submitting payment.
By placing an order, the customer acknowledges that:
- Custom products are produced according to the specifications supplied or approved by the customer;
- Uploaded artwork must be supplied in an appropriate format and quality;
- The customer is responsible for the accuracy of customer-supplied information;
- Approved artwork should be checked carefully before production;
- Custom products may not be cancellable once production has commenced; and
- Statutory consumer rights remain unaffected.
20. Our Commitment
GT Designs is committed to resolving legitimate product and service issues fairly and professionally.
If there is a problem with your order, please contact us first so that we can investigate the matter and work toward an appropriate resolution.
Nothing in this policy is intended to remove, restrict or waive any right or remedy available to a consumer under applicable South African law.
Where South African legislation provides a consumer with a right or remedy that is more favourable than the provisions of this policy, the applicable legislation will prevail.
Contact Information
GT Designs (Pty) Ltd
Reg. No.: 2013/1103267/07
20 Maclean Street, Celtis Centre
Brits, South Africa
Between Autozone & VIP Salon
Telephone: 012 004 2492
WhatsApp: 073 077 4349
Email: info@gtdesignssa.com
Website: www.gtdesignssa.com
Quality Designs. Quality Printing.