Refund and Returns Policy

1. 🛡️ Our Quality Guarantee and Policy Overview 

As your trusted printing partner, Print Afrika stands behind the quality of our work. Due to the custom nature of printing and branding, returns are handled based on whether the issue is a production error or a customer error. Our policy is valid for 30 days from the date you receive your order.

2. 💰 Refund Eligibility: When We Offer a Full Refund 

You are eligible for a full refund or a free reprint if the issue falls under one of these categories:

2.1. Major Production Errors 

A full refund or free reprint will be provided if the delivered product has a major flaw that is the direct result of our production process, including:

  • Incorrect Product Type: The product delivered is completely different from the one ordered (e.g., T-shirts delivered instead of hoodies).

  • Significant Deviation: The final print quality is significantly more blurred, faded, or misaligned compared to the approved digital proof.

  • Wrong Print Placement: The print is placed on the incorrect side, size, or area of the apparel or product.

  • Damaged Goods: The products arrive damaged due to inadequate packaging during transit.

2.2. Order Cancellation 

  • If you cancel a custom order before the digital proof has been approved and production has started, you will receive a full refund, minus any graphic design or setup fees already incurred.

3. 🔄 Free Reprint Policy 

For minor production errors, we usually offer a free reprint of the affected items rather than a refund, ensuring you receive the correct, high-quality product as quickly as possible.

  • The terms for a free reprint are the same as the Refund Eligibility criteria (Section 2).

  • The reprinted items will be processed with the same specifications and timeline as the original order.

4. 🚫 Non-Refundable Situations 

We cannot offer a refund or free reprint in situations that are the result of customer error or circumstances outside of our control:

4.1. Design & Approval Errors 

  • Typos or Design Flaws in Approved Proof: Errors in spelling, grammar, colors, or layout that were present in the final digital proof approved by the client.

  • Color Discrepancies: Slight color shifts between the digital screen proof (RGB) and the final printed product (CMYK or Pantone). We are not responsible for color-matching issues that are within industry-standard tolerance.

4.2. Custom Order Errors 

  • Incorrect Size or Quantity Ordered: The client ordered the wrong size, dimensions, or quantity of products.

  • Providing Low-Resolution Artwork: Low print quality resulting from the client supplying a low-resolution or poor-quality image file.

5. 📧 How to Initiate a Return or Refund Claim

To begin the return or refund process, you must notify Print Afrika within 30 days of receiving your order.

  1. Email Us: Send an email to support@printafrika.ke.

  2. Provide Details: Include your order number, a detailed description of the issue, and the specific item(s) affected.

  3. Include Evidence: Attach clear, high-resolution photographs of the damaged or defective products showing the specific error.

  4. Our Review: Our team will review your claim and respond within 2 business days with instructions on whether to return the items or if a refund/reprint has been approved.

6. ⏱️ Refund Processing Time

  • If your refund is approved, we will initiate the process immediately.

  • Refunds typically take 5-7 business days to process, depending on your bank or payment method.