Last updated: 26 October 2026
We want you to be happy with your order. This policy explains when you can return an item and how refunds work. It applies to purchases made on inctrl.co.za and does not limit your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
Personalised and made-to-order items
Most of our products are printed to your specification, with your artwork, text, sizes or colours. By law, goods that are made to your specification or clearly personalised are not covered by the 7-day cooling-off right for online purchases. We therefore cannot accept returns or give refunds on these items because you changed your mind, ordered the wrong size or you no longer want them. Please check your artwork, spelling, sizes and quantities carefully before you approve and pay.
When we will reprint, replace or refund
If your order arrives faulty, damaged, incorrectly printed, or not as ordered or approved, we will, at our cost, reprint or replace it, or refund you if we cannot. Examples include a print that does not match your approved proof, a wrong item, or a defect in the product or printing.
To make a claim, email chris@inctrl.co.za within 7 days of delivery with your order number and clear photos showing the problem. Please keep the goods and packaging until we have responded. For defective goods, your rights under section 56 of the CPA (including the 6-month period to return goods that are defective) remain in place.
Slight variations in colour between what you see on a screen and the final print, and small variations that are normal for the printing process, are not defects.
Digital downloads
Digital downloads, such as our design files, are delivered electronically once your payment has been confirmed. Because a digital file cannot be returned once you have it, we do not offer refunds or cancellations for digital downloads after you have downloaded or accessed the file, including if you change your mind or ordered the wrong file. The 7-day cooling-off right described below does not apply to downloaded digital files. If you have not yet downloaded the file and want to cancel, contact us at chris@inctrl.co.za and we will consider your request.
If a file is corrupt, will not download or open, or is materially different from its description on the website, email chris@inctrl.co.za within 7 days of purchase with your order number and a description of the problem. We will fix the problem, send you a working file or, if we cannot, refund you. Your rights under the Consumer Protection Act remain in place.
Standard (non-personalised) items
If you buy an item that is not personalised or made to your specification, you may cancel the order without giving a reason within 7 days of receiving the goods, as provided in section 44 of the ECTA. The item must be unused, undamaged and in its original packaging. You carry the direct cost of returning the goods unless we agreed otherwise.
How to return an item
- Email chris@inctrl.co.za with your order number and the reason for the return.
- Wait for our confirmation and return instructions, including the address to send the item to. Please do not send items back before we have confirmed.
- Pack the item securely. We recommend a trackable courier service, as we cannot be responsible for items lost in transit back to us.
Refunds
Once we have received and checked a returned item, or assessed your photos where a return is not needed, we will email you to confirm whether your claim is approved. Approved refunds are paid to the original payment method, within 30 days of cancellation or of approval. Depending on your bank or PayPal, it can take a few more days to reflect in your account. Shipping costs are refunded only where the goods were faulty or our error.
Cancelling an order before production
If you want to cancel an order before production has started, contact us as soon as possible at chris@inctrl.co.za. If we have not started producing it, we will cancel it and refund you. Once production has started on a personalised item, we cannot cancel it.
Contact us
InCTRL Printing Services, Canna Street, Doornpoort, Pretoria, 0186. Email: chris@inctrl.co.za.
