Delivery Policy

2. 💸 Refund and Re-Order Policy 

Our policy for handling payments for cancelled orders.

2.1. Cancellation and Refund 

If an order is placed on our website and your payment is deducted, but your order is subsequently cancelled for any reason (personal request, design issue, production inability, etc.), we will reimburse your money within 7–10 working days.

2.2. Re-Order Token 

If you cancel your current order specifically to place a reorder for a different job with us, we will transfer your money as a “Re-Order Token” (credit) to your Print Afrika account. This token may be used to place future orders.

3. 🚨 Handling Damaged and Incorrect Shipments 

We implement strict measures to ensure your product arrives in perfect condition. Follow these steps if you encounter an issue upon delivery.

3.1. External Damage: Reject the Package 

If the exterior box or packaging is clearly tampered with or damaged, DO NOT ACCEPT the package from the carrier.

• Snap a picture of the damaged packaging and share it with us.

• Reject the shipment immediately.

• This process helps us place a fresh replacement order quickly while the damaged one is returned for inquiry.

3.2. Internal Damage: Accept and Report 

If the exterior packaging is fine, but the product inside is damaged or incorrect:

• We will assist you in managing the issue and providing a replacement.

• Crucially: If you can provide a video of the package opening (unboxing video), we will assist you in sending the replacement order without question or delay.

4. 🧭 Delivery Tracking and Exceptions 

4.1. Delivered Status, Not Received 

If you haven’t received your shipment, but the status shows “Delivered”:

• We will assist you by requesting Proof of Delivery (POD) or Delivery Receipt Slip (DRS Copy) from the courier company.

• This verification process typically takes 4–5 business days for the courier company to respond.

• Meanwhile, please verify with your reception, security, or neighbors to see whether someone on your behalf has received the shipment.

4.2. Delayed Delivery and Compensation 

• We adhere strictly to the delivery timeframe specified during checkout.

• If there is a delay due to severe weather, government restrictions, or courier delays for any reason outside of our control, we will not be able to offer a refund or compensation. We will, however, try our best to ensure timely delivery.

• Please contact us immediately if you face problems receiving your order so we can try to rectify the situation.

4.3. Delivery Exception and Failed Delivery 

“Delivery Exception” means the courier was unable to deliver the product (e.g., recipient not available, address issue).

• Our support staff will notify you of the “Delivery Exception” reason.

• You must respond within one business day with revised instructions or a corrected address. We will forward this to the courier for a reattempt.

• If you do not respond in time, the package will be returned to the “Production Unit.”

4.4. Reshipping Returned Orders

If your package is returned to our Production Unit due to customer non-response or an incorrect address:

• You must provide an alternate correct address and detailed landmark information.

• Our Operations team will calculate the reshipping cost, which you must pay before we send the package again (as we are charged for each return shipment).

• Final Note: If the returned shipment is not accepted or no response is received for reshipping within 30 days of the goods being delivered back to our HUB, the package will be scrapped/destroyed, and no refund will be issued for the original order.