Refund policy

This Policy forms part of the Safety Sign Online Terms and Conditions, and words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way in terms of the Consumer Protection Act, 68 of 2008 (“CPA”).

Return Rules Summary

  • Returns are accepted for qualifying products for 5 days from delivery.
  • The customer is responsible for return shipping on unwanted or non-defective products.
  • Defective, damaged, or incorrect products may qualify for free return collection, as set out in this Policy.
  • A 15% restocking fee applies to opened, non-defective items returned as unwanted but still in perfect, resaleable condition.
  • Custom-made and made-to-order products cannot be returned unless they are defective, damaged on delivery, or incorrectly supplied.

Preparing Your Products for Return

To ensure your request is processed as quickly as possible, you are responsible for the following:

  • Package your products safely and securely to protect them during transit.
  • Clearly mark your order reference number on the outside of the parcel.
  • Include all accessories, parts, and documentation that were supplied with the product.

Failure to adhere to these requirements may delay the processing of your request or result in your return being declined.

1. Unwanted Products (Non-Custom Items)

You can return an unwanted product to us, provided that:

  • It is undamaged and unused, with the original labels and stickers still attached.
  • It is not missing any accessories, parts, or documentation.
  • You log a return with us within 5 days of delivery to you.

If unopened goods are returned within 5 days, you will receive a refund of the product value, excluding transport costs, and return shipping remains your responsibility.

Where goods have been opened but are still in perfect, resaleable condition, a 15% restocking fee will be charged.

We are entitled to inspect the product to validate your return and confirm that it qualifies under this section.

Custom-Made & Made-to-Order Products

Many of our products, including most custom signs and certain specialised signage, are manufactured to order according to your specifications.

  • Custom and made-to-order products cannot be returned or refunded simply because you no longer want them, made an error in ordering, or the product is not suitable for your specific application.
  • Custom products will only be accepted for return if they are defective, damaged on delivery, or supplied incorrectly (e.g. wrong size, design, or specification compared to the order confirmation or artwork approval).

Where a custom sign is defective or incorrect, the remedies set out under “Products Damaged on Delivery” and “Defective Products” below will apply.

2. Not What You Ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the website:

  • Please notify us as soon as possible after delivery by emailing info@safetysignonline.co.za.
  • We will arrange to collect the product from you at no charge.

If the product is missing any accessories or parts, you will need to inform us in your return request. Once we have inspected the product and validated your return, we will, at your choice:

  • Deliver the correct product to you as soon as possible (if available); or
  • Credit your account or refund you with the purchase price of the product within 10 days of the return.

3. Products Damaged on Delivery

If a product is damaged or missing any parts or accessories at the time of delivery, you must notify us as soon as reasonably possible, and preferably within 2 days of delivery, by emailing info@safetysignonline.co.za.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice:

  • Repair the product, if possible; or
  • Replace the product, if we have the same item in stock; or
  • Credit your account or refund you with the purchase price of the product.

4. Defective Products

We take care to ensure that all products supplied by Safety Sign Online are of good quality and fit for their intended purpose.

Customers are required to inspect products upon delivery and notify us of any defects as soon as reasonably possible, and preferably within 5 days of delivery.

A defect refers to a material imperfection in the manufacture of a product or any characteristic that renders the product less acceptable than a reasonable consumer would expect under the circumstances.

The following will not be regarded as defects and will not entitle you to a return under this section:

  • Normal wear and tear.
  • Damage caused by misuse, negligence, or incorrect installation or application.
  • Damage caused by environmental conditions, including but not limited to moisture, chemicals, sunlight, or corrosive environments, where such exposure was not intended or specified.
  • Damage arising from a failure to follow instructions, guidelines, or care recommendations.
  • Unauthorised alterations, modifications, or repairs to the product.
  • Where the product conforms to the specifications on the order, product page, or artwork proof, but does not suit your personal preferences.

If you believe a product is defective, please contact us as soon as reasonably possible at info@safetysignonline.co.za. We will arrange for the product to be inspected and, where necessary, collected from you.

If a defect is confirmed after inspection, Safety Sign Online will, at its discretion and in accordance with applicable CPA requirements:

  • Repair the product; or
  • Replace the product; or
  • Issue a refund or account credit for the purchase price of the product.

Nothing in this Policy is intended to limit any rights you may have under the Consumer Protection Act, 68 of 2008.

5. Vouchers & Coupons

There are two types of Coupons: Fixed Coupons (e.g. “R100 off”) and Percentage Coupons (e.g. “10% off”).

Fixed Coupons

Where you have used a Fixed Coupon to pay for an order, and you or Safety Sign Online later cancels your order (or part thereof) before production of the relevant products, or you return one or more products for a credit:

  • The value of the Fixed Coupon will be deducted from the purchase price of the cancelled or returned product(s).
  • We will credit your account for any balance, or refund you if that is your preference.
  • We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used, subject to any conditions we may impose.

Percentage Coupons

Where you have used a Percentage Coupon to pay for an order, and you or Safety Sign Online later cancels your order (or part thereof) before production of the relevant products, or you return one or more products for a credit:

  • The value of the discount received will be deducted from the purchase price of the cancelled or returned product(s).
  • We will credit your account for any balance, or refund you if that is your preference.
  • We may issue a replacement coupon at our discretion, subject to conditions of use.

Vouchers

Where you have used a Voucher to purchase a product that you later return in accordance with this Policy, we cannot refund you in cash for the portion of the purchase price paid using the Voucher. Instead, we will credit your account with the appropriate value.

6. Charges & Return Costs

  • For unwanted or non-defective returns, the customer is responsible for return shipping costs, and any original delivery charges are non-refundable.
  • If you return a defective or incorrect product but fail to include all accessories or parts that were sold with it, we may:
    • Refuse the return; or
    • Replace or refund only the returned portion; or
    • Deduct the estimated value of missing items from any credit or refund.
  • If you return a product that does not comply with this Policy, you may be liable to reimburse Safety Sign Online for the costs of collecting and returning the product to you.
  • Under no circumstances will donations be refunded.

7. Cancelling Your Order

Can I Cancel My Order?

You are entitled to cancel your order prior to the point at which it is sent for production. Once an order (particularly custom or made-to-order signage) has been sent to production, cancellation may not be possible or may be subject to a cancellation fee to cover costs already incurred.

How Do I Cancel My Order?

To cancel an item or a complete order, please email info@safetysignonline.co.za as soon as possible with your order number and cancellation request.

If the order has not yet been sent to production, it can be cancelled without manufacturing charges. If production has already commenced, we will advise you of any applicable costs or whether cancellation is still possible.