Refund & Return Policy

Refund & Return Policy

At Enliven Prints, the majority of our products are custom-made, personalised or printed specifically according to your design, wording, photos, branding, colours or sizing requirements. Because these products are created especially for you, they cannot usually be resold to another customer.

For this reason, we do not offer refunds, returns or exchanges for:

• Change of mind
• Incorrect size selected by the customer
• Incorrect spelling, names, dates or colours approved by the customer
• Artwork approved before production
• Poor-quality images supplied by the customer
• Items that have already been personalised, printed or customised
• Sale or discounted items
• Rush orders already in production

When We Will Help

We will gladly assess your order and offer an appropriate solution if:

• The item is faulty or defective.
• The item arrives damaged.
• You received the wrong product due to our error.
• The printed design is significantly different from the approved artwork because of our mistake.
• Your order was not produced according to the final confirmed details.

Depending on the situation, we may offer:

• Repair of the item
• Replacement
• Reprint
• Partial refund
• Full refund where appropriate

Reporting a Problem

If your order arrives damaged, faulty or incorrect, please contact us within 48 hours of receiving your order.

Please include:

• Your order number.
• Clear photos of the product.
• Photos of the packaging if courier damage occurred.
• A brief explanation of the issue.

Please do not use, wash, alter or dispose of the item before we have assessed the issue, as this may affect your eligibility for a replacement or refund.

Order Cancellations

• Orders may be cancelled before design work or production begins.
• If design work has already started, a design or administration fee may apply.
• Once artwork has been approved, cancellation may no longer be possible.
• Once production has started, orders cannot be cancelled or refunded.
• Rush orders cannot be cancelled after confirmation.

Refund Processing

Where a refund is approved, it will be processed back to the original payment method where possible. Refunds normally reflect within 5–10 business days, depending on your bank or payment provider.

Courier charges are generally non-refundable unless the return is due to an error by Enliven Prints or the product was damaged before delivery.

Need Assistance?

If you have any questions regarding your order or our refund policy, please contact us:

• WhatsApp: 076 022 3571
• Email: support@enlivenprints.co.za

We are committed to providing quality products and excellent customer service, and we'll always work with you to resolve any genuine issues as quickly and fairly as possible.