Turnaround, Shipping
& Returns
How long orders take, how collection and delivery work, what happens with proofs, cancellations and returns, and our full Terms and Conditions. The full Terms and Conditions on this page apply to every quotation, order, delivery, collection and installation.
Quick guide
A plain-language summary of turnaround, shipping and returns. If anything in this summary differs from the Terms and Conditions in Part B, the Terms and Conditions apply.
A1 · Turnaround times
Standard turnaround: from same day or next day up to 48 hours, or 3 to 7 working days or longer, depending on the product, artwork, finishing, quantity, supplier involvement and production method.
- When turnaround starts: only once payment has cleared, full order details have been supplied, and print-ready artwork has been received and approved. A proof of payment alone does not count as cleared funds (clauses 5 to 7).
- Same-day orders: payment must be made and cleared by 9:00 AM, and the proof approved within 1 hour. See our Same-Day Terms.
- Next-day and urgent orders: place them by 10:00 AM with payment and press-ready artwork. Next-day and two-day orders need proof approval within 2 hours.
- Design work: design requests add at least 24 hours to the timeline.
- Late or incomplete orders: orders that are late, incomplete, unpaid or without approved artwork may only start on the following business day.
- Business days: Monday to Friday, 8:30 AM to 5:00 PM. Weekends and public holidays are not production days unless we agree to them in writing.
- Estimates, not guarantees: all turnaround times are estimated completion times. Urgent and rush work is a priority attempt, not a guarantee, and may carry a rush fee (clauses 25 and 26).
- Longer lead times: special signage, bulk garments, packaging, large-format printing, special finishing, installations and outsourced or custom-manufactured goods may take longer.
A2 · Collection
Collect from our shop at Shop L23, Rivonia Central, Oriental City Rivonia, corner Rivonia Boulevard and 9th Ave, Rivonia, Sandton, 2128 (opposite Newscafe Rivonia), Monday to Friday, 08:30 to 17:00. Same-day orders are for collection only.
- Please collect promptly once we notify you. Collection may be refused until payment is complete.
- Inspect your goods when you collect them. Report any visible damage or shortage in writing immediately, before the goods are used, installed, worn or handed out (clause 32).
- We do not offer long-term storage. Goods not collected within 30 days may be treated as abandoned and may be disposed of, recycled, resold, or stored at an extra charge.
A3 · Delivery and shipping
- Delivery can be arranged at an extra cost.
- Delivery times are estimates only. They can be affected by courier capacity, traffic, weather, strikes, road conditions, incorrect addresses, recipient availability and other third-party delays.
- For delivered orders, the agreed turnaround refers to when the order is ready for dispatch, not the courier’s final delivery time, unless we agree otherwise in writing.
- You are responsible for accurate delivery details, contact numbers, access instructions and recipient information. We are not liable for failed or delayed deliveries caused by incorrect details.
- Unless agreed otherwise in writing, risk passes to you when the goods leave our premises or are handed to a courier, driver, installer or collection agent (clause 34).
- Lost or damaged shipments: claims can only be made for shipments worth more than R500, and within 30 days of dispatch. We are not responsible for errors, omissions or damage caused by third-party couriers. If a package can’t be delivered because of an incorrect address you supplied, we will re-ship it to the corrected address at an extra shipping cost.
- We may complete, deliver or release an order in parts where practical. A delay in one part does not cancel the rest of the order.
A4 · Artwork and proofs
- Please supply correct, high-resolution, print-ready artwork (PDF, CMYK, correct size, with bleed and margins), in the colours you want printed. If we must design, redraw or fix artwork, design fees may apply (clause 14).
- Perforation: tell us where you want the perforated line. Artwork needs to start 20 mm away from the side to be perforated.
- Colours on screens, phones and digital proofs may differ from the printed result. A colour variation of up to 10% is normal in commercial printing unless paid colour matching has been agreed in writing (clause 16).
- Once you approve a proof, you accept everything shown on it: wording, spelling, sizing, colours, images, quantities and contact details. Errors in an approved proof are your responsibility (clauses 10 and 11).
- Changes after approval may add costs and delay completion (clause 28).
- Proofs: the first proof for each order is free (included in the printing price). Replacing files after the first proof has been sent costs extra for each replacement:
- R50: banners, business cards, bookmarks, club flyers, collector cards, door hangers, event tickets, hang tags, postcards, rack cards, Rolodex cards, roll labels, stickers, table and tent cards, wide-format posters, window clings, window decals and yard signs.
- R150: envelopes, flyers, letterheads, staggered-cut flyers and notepads.
- R300: booklets, brochures, calendars, catalogues, CD and DVD packaging, mini menus, posters and presentation folders.
- Proof storage: after printing, proofs are kept for a maximum of 3 months and may then be deleted without notice.
A5 · Content, brokers and coupons
- You may only print trademarks, logos, service marks and copyrighted material (photos, artwork, text) that you own or have a licence to use.
- We do not print explicit language, pornography, or defamatory, threatening or unlawful content. You are fully responsible for all content you supply, and we may refuse any job that we believe breaks these rules.
- Broker accounts need a business email address (free web-based email addresses are not accepted). Brokers must place a minimum of 10 orders per month to keep the account active; accounts with little or no activity may be converted to retail accounts. Resellers remain responsible for their own customers’ approvals (clauses 12 and 13).
- Coupons cannot be applied to orders that contain custom quotes, direct marketing or mailing services.
A6 · Cancellations
- Before production starts: orders may be cancelled subject to a minimum 15% cancellation fee, plus any costs already incurred (artwork, administration, shipping, supplier charges, materials and special procurement).
- Once production begins: an order can’t be cancelled after production, procurement, printing, cutting, fabrication, design or supplier ordering has started (clause 29). Materials bought for your order must still be paid for if you change your mind (clause 30).
A7 · Returns, faults and credits
No cash refunds on approved, processed, printed, manufactured, delivered or collected custom orders. Any credit is at management’s discretion and can only be used toward a future order (clauses 3 and 59).
- Custom printed, branded, personalised or specially sourced items can’t be returned or exchanged once production has started. This applies even if you’ve changed your mind, made an ordering mistake, supplied the wrong artwork, missed an event, or if the item matches the approved proof (clause 2).
- If you think an item is faulty, let us know in writing as soon as possible. Please include clear photos, your order details, the delivery or collection date and a description of the problem (clause 58). We may need to inspect the item or have it returned before we consider a remedy.
- Complaints raised days, weeks or months after delivery, or about items that have been used, worn, installed, distributed, altered, badly stored or left exposed to the weather, may be declined (clauses 33, 36 and 57).
- If we accept that a mistake came from our production process and falls outside normal tolerance, management may offer a correction, repair, reprint, replacement or a credit toward a future order. Reprints only cover the affected part of the order.
- Our liability is limited to the amount paid for the affected goods or services, unless the law requires otherwise.
Terms and Conditions
These Terms and Conditions of Xpress Print South Africa apply to every quotation, order, delivery, collection and installation. Nothing in these terms takes away any right you have under the Consumer Protection Act, 2008 that cannot lawfully be waived.
General
Clauses 1–3- 1
Agreeing to These Terms
By asking for a quotation, approving artwork, making a payment, placing an order, collecting goods, accepting a delivery or instructing Xpress Print South Africa to go ahead, the client confirms that they have read, understood and agreed to these terms and conditions.
- 2
Custom-Made Products
All signage, printing, branding and display products are made to order, based on the client’s specifications and approved artwork. Custom-made products can’t be returned, exchanged or refunded once production has started.
- 3
No Cash Refunds
Xpress Print South Africa doesn’t offer cash refunds on approved, processed, printed, manufactured, delivered or collected custom signage orders. Any credit is at management’s sole discretion and can only be used toward a future order.
Ordering and payment
Clauses 4–8- 4
Quotation Validity
Quotations are only valid for the period stated on them. Prices may change because of material costs, supplier increases, labour requirements, fuel costs or changes to the scope of work.
- 5
Payment Before Production
No order goes into production until the required payment or deposit has been received and cleared. Late payment may affect the production schedule and delivery date.
- 6
Proof of Payment
Proof of payment doesn’t guarantee production until the funds reflect in the company’s bank account or management has verified the payment.
- 7
Production Begins After Approval
Production timelines only start once payment, artwork approval, final specifications and all required information have been received. Missing information will hold up production.
- 8
Client Must Supply Correct Information
The client is responsible for providing correct names, wording, spelling, logos, measurements, images, colours, quantities, materials, installation locations and all other order details.
Artwork and proofs
Clauses 9–17- 9
Artwork Responsibility
The client must make sure the artwork is correct before approving it. This covers spelling, grammar, layout, colours, images, logos, contact details, dimensions and all final content.
- 10
Artwork Approval Is Final
Once artwork is approved, Xpress Print South Africa will print or manufacture strictly according to that approved artwork. The client takes full responsibility for any errors that were approved in the artwork.
- 11
No Liability for Approved Errors
Xpress Print South Africa isn’t responsible for spelling errors, wrong numbers, incorrect logos, poor images, incorrect wording, wrong colours or design issues that the client has approved.
- 12
Client Approval From Their Own Customer
Where the client is supplying signage to their own customer, tender client or another third party, the client must get that customer’s approval before signing off artwork with Xpress Print South Africa.
- 13
Reseller Responsibility
If the client is a reseller, contractor, tender holder or middleman, they remain fully responsible for managing their own customer, artwork approvals, specifications and final expectations.
- 14
Print-Ready Artwork
Clients should supply print-ready artwork wherever possible. If Xpress Print South Africa has to design, redraw, fix or prepare artwork, additional design fees may apply.
- 15
Low-Quality Artwork
Xpress Print South Africa isn’t responsible for poor print quality caused by low-resolution images, screenshots, WhatsApp images, compressed files or low-quality logos supplied by the client.
- 16
Colour Variation
Colours can look different on a screen than on the final printed product. Screen, phone and computer colours are not a guaranteed match for printed output.
- 17
Material Variation
Materials may vary slightly due to supplier availability, batch differences and manufacturing tolerances. Minor material variation doesn’t qualify for a refund or rejection.
Sizes, sites and permissions
Clauses 18–24- 18
Size Tolerance
Sizes may vary slightly during printing, cutting, fabrication, trimming, welding, mounting or finishing. The client accepts reasonable production tolerances.
- 19
Client Must Confirm Sizes
The client must provide accurate measurements. Xpress Print South Africa isn’t responsible for incorrect sizes supplied by the client.
- 20
Site Measurements
If Xpress Print South Africa is asked to measure a site, the client must arrange access, confirm the correct location and signage points, and give final confirmation before production starts.
- 21
Existing Structures
Xpress Print South Africa isn’t responsible for the condition, strength, safety or suitability of existing walls, frames, poles, brackets, buildings, light boxes or other structures, unless it has been specifically contracted to inspect and repair them.
- 22
Structural Safety
The client is responsible for making sure the building, wall, frame, pole or installation surface is safe and suitable for signage.
- 23
Permits and Permissions
The client is responsible for getting any landlord, body corporate, municipal, centre management, estate or other approvals needed before signage is installed.
- 24
Legal Compliance
The client is responsible for making sure their signage is legally permitted at the chosen site, unless Xpress Print South Africa has been specifically contracted in writing to handle compliance applications.
Production and turnaround
Clauses 25–30- 25
Production Timelines Are Estimates
Any production or delivery timeline we give is an estimate. It may be affected by workload, material availability, weather, supplier delays, power outages, transport delays or other circumstances beyond our control.
- 26
Urgent Orders
Urgent orders may attract rush fees. Paying a rush fee doesn’t remove the client’s responsibility to supply correct artwork, clear instructions and quick approvals.
- 27
Delays Caused by the Client
Xpress Print South Africa isn’t responsible for delays caused by late payment, late artwork, late approval, unclear instructions, changes, incorrect information or slow responses from the client.
- 28
Changes After Approval
Changes requested once artwork has been approved or production has begun may incur extra charges and could push back the completion date.
- 29
Cancellation After Production
An order can no longer be cancelled once production, sourcing, printing, cutting, fabrication, design or supplier ordering has begun.
- 30
Supplier and Material Sourcing
If materials are bought specifically for a client’s order, the client is still responsible for those costs should they later change their mind.
Pick-up and Delivery
Clauses 31–38- 31
Collection Responsibility
When the client has been told that signage is ready for collection, they should pick it up within a reasonable time and handle it carefully.
- 32
Delivery Inspection
The client should check signage straight away on delivery or collection. Any visible damage or missing items must be reported in writing without delay.
- 33
Delayed Complaints
Complaints lodged days, weeks or months after delivery may be declined where the products were already in the client’s care and control.
- 34
Responsibility After Delivery
Once signage has been delivered or collected, the client takes on responsibility for keeping it safely stored, handled, moved and protected.
- 35
Storing Signage After Delivery
It is the client’s job to store signage safely after delivery. Keep it dry, lying flat where necessary, and guarded against sharp objects, heavy loads, bending, the elements, heat, moisture and rough handling.
- 36
Not Liable for Poor Storage
Xpress Print South Africa accepts no responsibility for damage resulting from poor storage, incorrect stacking, exposure to rain, heat, moisture or dust, rough handling, or storage by unqualified people after delivery.
- 37
Handling of Signage
Signage should only be handled by capable people who understand the materials involved. Improper handling can lead to scratches, cracks, bends, dents, peeling, breakage or damage to the print.
- 38
Not Liable for Third-Party Handling
Xpress Print South Africa is not liable for damage caused by the client, their staff, outside installers, transporters, builders, electricians, landlords, shopfitters or any other external party.
Fitting and Installation
Clauses 39–53- 39
Installation by the Xpress Print Team
Xpress Print South Africa is only responsible for installation work that has been specifically quoted, paid for and carried out by our approved installation team.
- 40
No Responsibility for Signage Fitted by Others
Xpress Print South Africa accepts no liability for any damage, poor fitting, incorrect installation, signage falling down, electrical faults, bending, scratches, breakage, water damage, peeling, structural failure or safety concerns where signage has not been fitted by our approved installation team.
- 41
Third-Party Installation Risk
If the client decides to install the signage themselves or hires another installer, they take on all risks connected with installation, handling, lifting, drilling, mounting, wiring, fitting and site conditions.
- 42
Damage Caused During Installation by Others
Xpress Print South Africa does not take responsibility for any scratches, cracks, dents, print damage, frame damage or electrical damage caused during installation by another party.
- 43
Electrical Signage
Illuminated signs, light boxes, LED signage and other electrical components must be connected by a qualified electrician. Xpress Print South Africa is not liable for electrical faults caused by incorrect connections made by others.
- 44
Weather Affecting Installation
Outdoor installations may be held up by rain, wind, storms, unsafe working conditions, road access problems or other weather-related factors.
- 45
Access to Site
The client must make sure the installation site is safely and clearly accessible. If installers arrive and cannot get to the site, extra call-out or travel fees may be charged.
- 46
Working at Heights
If installation calls for ladders, scaffolding, cherry pickers, rope access or other special equipment, extra charges may apply unless these are already covered in the quotation.
- 47
Travel and Lodging Costs
Installations outside town may involve fuel, toll, accommodation, labour, vehicle and travel charges. These costs must be confirmed and paid before the team travels.
- 48
Free Installation Offers
Any free or discounted installation that Xpress Print South Africa offers is a goodwill gesture only, and it may be withdrawn if the client becomes abusive, holds up the process, changes the scope or does not cooperate.
- 49
Client Conduct
Xpress Print South Africa may end communication, cancel goodwill offers, suspend service or pass matters on to management if a client abuses, insults, threatens or shows disrespect to staff.
- 50
Scope of Work
Only the items, quantities, sizes, materials and services listed on the quotation or invoice are included. Anything not listed is excluded and will be billed separately.
- 51
Installation Exclusions
Unless specifically quoted, installation does not cover electrical work, structural repairs, painting, waterproofing, wall preparation, removing old signage, municipal applications or after-hours labour.
- 52
Taking Down Old Signage
Taking down old signage is not included unless it is specifically stated on the quotation. Removal may damage the wall, and Xpress Print South Africa is not responsible for repairing such damage unless it has been quoted.
- 53
Site Readiness
The client must make sure the site is ready for installation. Wet paint, blocked access, unfinished building work, unsafe surfaces or missing approvals may hold up installation and lead to extra charges.
Use, Care and Warranty
Clauses 54–57- 54
Using the Product and Its Environment
The client must use signage in the right environment. Indoor signage used outdoors, temporary signage kept up permanently, or materials that aren’t weatherproof left exposed to the elements may fail and will not qualify for a refund.
- 55
Maintenance Responsibility
After installation or delivery, the client is responsible for looking after the signage. Cleaning, tightening, electrical checks, guarding against storm damage and general upkeep all fall to the client.
- 56
Vandalism and Outside Damage
Xpress Print South Africa is not liable for damage caused by vandalism, theft, accidents, storms, wind, water, fire, impact, interference by the public, building work or any other outside force.
- 57
Warranty Limitations
Any warranty covers manufacturing defects only, provided they are reported within a reasonable time. It does not cover misuse, poor storage, handling or installation by third parties, weather damage, vandalism, negligence or errors in approved artwork.
Returns, Refunds and Disputes
Clauses 58–60- 58
Dispute Resolution
Complaints must be submitted in writing, with clear photographs, order details, the delivery date and an explanation of the problem. Xpress Print South Africa will review the matter and respond in line with its records and terms.
- 59
Credit in Place of a Refund
Where management agrees that a credit is suitable, it will apply to future purchases only. It cannot be swapped for cash, passed on to another party or taken as an admission of fault.
- 60
Final Authority
Management has the final say on complaints, credits, reprints, repairs, goodwill offers, disputed orders and how these terms and conditions are interpreted.
Signed:
Junior Mohale
Chief Executive Officer, Xpress Print South Africa
Have a question about an order? Email info@expressprint.co.za
WhatsApp 063 132 8088 or 067 741 0422 · Call 067 741 0422
Ready to order?
Request a quote online, or send us a WhatsApp or give us a call. Shop L23, Rivonia Central, Oriental City Rivonia, Sandton. Monday to Friday, 08:30 to 17:00.
