Return & Refund Policy

Return & Refund Policy

Thank you for shopping at DTG Printing SA. We strive to provide high quality products and excellent customer service. However, if you are not completely satisfied with your purchase, we’re here to help.

1. Eligibility for Returns

• You may request a return within 14 calendar days from the date you receive the item.
• To be eligible for a return, the item must be:
  1. Unused, unworn, and in the same condition that you received it.
  2. In its original packaging, with all tags, labels, accessories, and any promotional items included.
  3. With proof of purchase (order number, invoice, or receipt).
• Custom, personalized, or made-to-order items (e.g. custom-printed garments, designs specific to your instructions) are not eligible for returns unless there is a manufacturing defect or error on our part.

2. Defective or Damaged Items

If you received a defective or damaged item, please contact us within 7 calendar days of receiving it. Provide:

• Clear photographs of the defect or damage (front, back, close-ups).
• The order number and product details.

We will review your request and, if approved, offer a replacement, repair, or refund (at our discretion). We may require you to return the item before issuing a refund.

3. How to Return an Item

1. Contact us via email at order@dtgprintingsa.co.za or through our website support form, with your order number and reason for return.
2. If your return is approved, we will provide you with a Return Merchandise Authorization (RMA) number and return instructions.
3. Ship the item back to us using a courier service with tracking (you may be responsible for return shipping costs, unless the return is due to our error).
4. Once we receive and inspect the returned item, we will notify you of the status of your refund or replacement.

4. Refunds

• If approved, refunds will be issued within 7 business days following receipt and inspection of the returned item.
• Refunds will be made via the original payment method (credit card, EFT, etc.).
• If you used a voucher, credit, or gift card, we may issue the refund back to the same.
• Shipping fees paid at the time of purchase are non‑refundable, unless the return is due to our mistake.

5. Exchanges

At this time, we do not offer direct exchanges. If you’d like a different size, design, or item, please return the original (if eligible) and place a new order.

6. Late or Missing Refunds

• If you haven’t received a refund yet, first check your bank account or statement.
• Then contact your payment provider (credit card issuer, bank). Sometimes it takes additional processing time.
• If after doing that you still haven’t received your refund, contact us at order@dtgprintingsa.co.za.

7. Cancellation Policy

• You may cancel your order within 24 hours of placing it (provided the item has not yet been processed or printed).
• Once the item is in production (printed or processed), it cannot be canceled or refunded unless there’s an error on our part.

8. Non‑Returnable Items

The following items are not eligible for return unless defective:

• Custom, personalized, or made-to-order products.
• Items marked “Final Sale” or “Non‑returnable” at time of purchase.
• Gift cards or downloadables (if applicable).

9. Shipping for Returns

• Return shipping costs are generally borne by the customer, unless the return is due to a defect or our error.
• Use a trackable shipping service. We are not responsible for items lost in transit during return.
• Make sure the item is packaged securely to prevent damage in transit.