Refund policy
Return & Refund Policy
Thank you for shopping with One Source Agency.
Because most of our products are custom printed and manufactured to order, we maintain a strict returns and refunds policy.
1. Damaged or Defective Items
If your order arrives damaged or contains a verified printing defect, you must notify us within 48 hours of delivery.
To qualify:
• The damage must have occurred during transit, or
• The product must contain a clear production error.
• The item must be unused.
• Clear photographs of the product and packaging must be provided as proof.
If a defect is confirmed, we may at our discretion:
• Issue a replacement, or
• Provide a refund for the affected item.
2. Custom Printed Products
All custom printed products (including flyers, posters, business cards, banners and personalised items) are considered final sale once production has commenced.
We do not accept returns or issue refunds for:
• Change of mind
• Incorrect information submitted by the customer
• Artwork errors approved by the customer
• Spelling or design mistakes approved prior to printing
• Colour variation within normal industry tolerance
• Incorrect file setup (low resolution, wrong size, missing bleed, incorrect margins)
Customers are fully responsible for reviewing and approving artwork before production begins.
3. Order Cancellations
Orders may only be cancelled before production begins.
Once printing has started, cancellations or changes are not possible.
4. Courier & Delivery
Once an order has been dispatched and collected by the courier, risk transfers to the customer.
We are not responsible for courier delays, loss, or damage occurring after collection. Any claims must be reported within 48 hours of delivery with supporting evidence.
5. Consumer Protection Act
Nothing in this policy limits or excludes rights granted to consumers under the Consumer Protection Act (CPA) of South Africa.