Returns & refunds

Start with your order number

Email info@sqaq.co.za or open a support ticket. Tell us your order number, the affected item and what went wrong. Photos are useful for damage or print defects, but they are not a substitute for your legal rights. We will explain the next step and the return or collection arrangements.

Eligible online cooling-off cancellations

Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel a goods purchase without giving a reason within seven days after receiving the goods. For an eligible service, the period is seven days after the agreement is concluded. There is no cancellation penalty; only the direct cost of returning goods may be charged.

If you have already paid, the applicable cooling-off refund is due within 30 days of cancellation. We will not replace a refund you are entitled to with compulsory store credit.

Personalised products and work already started

The ECTA cooling-off right does not apply to goods made to your specifications or clearly personalised, such as items produced with your approved logo or custom printing. It also does not apply to services that began with your consent before the seven-day period ended. These exceptions do not remove your rights relating to defects, poor service or an order that was not supplied as agreed.

If you want to change or stop a personalised order, contact us immediately. We will check the production stage and explain any lawful, reasonable cost already incurred. We do not automatically keep your entire payment or charge for work that has not been done.

Defective, unsafe or incorrect goods

Where the Consumer Protection Act applies, goods that fail its quality standards may be returned within six months after delivery, without penalty and at the supplier’s risk and expense. Subject to the Act, you may choose repair, replacement or a refund. A longer applicable manufacturer warranty remains available.

Tell us if you receive the wrong product or if the finished work differs from your approved proof. Keep the item available for assessment. We do not make original packaging an absolute condition of a valid defect claim. Misuse, damage caused after delivery and ordinary wear are assessed fairly against the applicable law.

Print and colour concerns

A screen preview is not a physical colour sample. Different materials and branding methods can produce different appearances. Any agreed colour match or sample requirement should be recorded before production. A material difference from the approved specification or defective workmanship is still a valid concern.

An approved spelling or layout choice is different from SQAQ producing the wrong version. We investigate the actual approved file, the agreed specification and the finished item.

Return delivery and refunds

Contact us to agree a practical return or collection route. SQAQ covers return costs where the law requires us to do so. For a qualifying change-of-mind cooling-off return, the direct return cost is yours. We explain any permitted cost before arranging it.

Approved refunds are processed to the original payment method where possible. Payment-provider processing time is separate from the date we submit the refund and does not extend a legal deadline. If an alternative method is necessary, we verify it securely rather than requesting card details by email.

Services and subscriptions

If a service was not delivered with the quality or care required by law, contact us so it can be remedied or the appropriate refund considered. Subscription cancellation, completed work and future billing are explained in Services & subscriptions. We retain all mandatory consumer remedies.