What this returns policy covers
This policy covers sublimation ink orders supplied from our Johannesburg base in Kya Sand and delivered by courier across South Africa. It explains how we deal with damaged parcels, missing items, incorrect stock, and product concerns raised after delivery. Because ink is a consumable, returned stock is handled differently from equipment, and we assess each case against the condition of the parcel and the product itself.
If you ordered for a print shop in Randburg, a garment workshop in Midrand, or a production line in Pretoria, the same process applies. Keep the parcel, packaging and contents in the condition they arrived in until the matter has been checked. That makes it easier for us to help and speeds up the decision on replacement or credit.
Check your parcel as soon as it arrives
Please open and inspect your delivery on the day it arrives, or as soon as you can after courier handover. Look for signs of leaking, damaged bottles, broken seals, short stock or a mismatch between the invoice and the goods in the box. In warmer weather, especially in coastal areas, it is worth checking that caps are tight and packaging has not been affected during transit.
- Compare the parcel contents with your order confirmation.
- Check bottle seals, labels and carton condition before use.
- Do not pour, mix or decant any suspect ink until we have reviewed the issue.
- Keep all outer packaging, inserts and courier labels.
If the order is correct and undamaged, no action is needed. If you spot a problem, send the details through the enquiry form right away so we can log it and advise on the next step.
Damaged parcels in transit
If a parcel arrives damaged, we need clear proof so we can resolve it properly with the courier and with our own stock control. Please take photos before removing the items from the box, showing the outer carton, inner packaging, labels and the damaged item itself. If there is visible leakage, keep the parcel in a safe place away from paper stock, garments and heat sources.
For damaged-in-transit cases, the following details help us move quickly: your order number, the delivery area, a short description of the damage and photographs of the parcel. The sooner we receive this, the sooner we can assess whether a replacement, collection or other resolution is needed. We usually coordinate courier collection where required, and in many cases a damaged item can only be accepted back if it is still in the original packaging.
Wrong item, missing item or short delivery
Stock planning matters when you are running print jobs, so we treat shortages and picking errors seriously. If an item is missing, or the wrong bottle size or colour was sent, let us know immediately and do not start using the order until we have confirmed what happened. This is especially important for trade customers with scheduled runs, since even a small mismatch can affect output and colour consistency.
- Send the order number and tell us exactly what is missing or incorrect.
- List the quantity received and the quantity expected.
- Include a photo of the invoice, parcel and received items.
- Keep any unopened stock untouched until we advise further.
Once we have checked the details, we will advise on replacement, collection or another suitable outcome. If the matter involves a courier delay rather than a packing issue, we will also help trace the parcel using the delivery reference.
Returns that are not caused by damage or error
Because sublimation ink is a consumable product, not every order can be returned simply because a customer changed direction, ordered the wrong colour profile or used the wrong printer settings. We can only consider returns on unopened stock that is in original condition, with seals intact and packaging undamaged. Once a bottle has been opened, tested or poured, it is generally not returnable unless there is a confirmed fault.
If you are unsure about compatibility before ordering, ask for a compatibility check first. That is the best way to avoid returns, especially for customers running desktop printers, wide-format machines or mixed production lines. We also recommend keeping an eye on stock levels so you do not end up buying in a rush during a busy week or when load-shedding disrupts production.
How to lodge a returns request
Use the enquiry form on our contact page and include all the details in one message. Clear information helps us respond faster and reduces back-and-forth. If your issue is urgent, mention that the parcel is damaged, short or incorrect so it can be prioritised by our support team.
- Order number
- Your name and business name
- Delivery area
- Photos of the parcel and product
- A short description of the problem
We review each request during business hours from our Kya Sand base. Once checked, we will advise what happens next and whether a collection, replacement or other resolution applies. Please do not send goods back before receiving confirmation, as unapproved returns can delay the process.
Resolution, timing and next steps
Most returns and order issues are handled on a case by case basis, depending on the condition of the goods and the reason for the request. In many cases, we can resolve matters quickly once we have the right photos and order details. For clients in Johannesburg, Pretoria and nearby areas, this can be especially quick when collection or replacement stock is available locally. For nationwide courier orders, timing depends on route schedules and the delivery partner used.
We aim to keep the process practical and fair. If a return is approved, we will tell you whether the item must be collected, sent back or kept for investigation. If the issue is related to stock advice, product selection or refill guidance, we will usually help you sort out the correct ink for the next order so your line can keep moving.
