REFUNDS.
HANDLED FAIRLY.

ABOUT THIS POLICY •

OVERVIEW.

No Smudge Namibia provides custom printing, design and related creative services according to individual customer requirements.

Our products may include custom product labels, bottle labels, licence disk stickers, supplied vinyl graphics, personalised birthday bottles and party packs, completed boxed canvas prints, digital artwork, website design and brand-development services.

Because many products are personalised, branded or made specifically for one customer, they cannot ordinarily be resold to another customer.

A return, cancellation or refund request will be assessed according to:

• The type of product or service ordered.
• The reason for the return or cancellation.
• The approved artwork and agreed specifications.
• The condition of the product.
• The cause and nature of any alleged defect.
• Work performed and materials already used or ordered.
• Applicable Namibian law.

MADE TO ORDER •

CUSTOM PRINTED PRODUCTS.

Custom printed, personalised or made-to-order products are generally not eligible for return, exchange or refund because of a change of mind.

A custom product may still qualify for an appropriate remedy where it has a genuine production defect, was incorrectly supplied by No Smudge Namibia or differs materially from the approved artwork or agreed specifications.

Where an order qualifies as an electronic transaction, applicable provisions of Namibia’s Electronic Transactions Act may apply. Its general cooling-off provisions exclude goods made to a customer’s specifications or goods that are clearly personalised.

CHECK BEFORE APPROVAL •

ARTWORK APPROVAL.

Customers are responsible for carefully reviewing artwork proofs, dimensions, wording and order specifications before approving production.

PLEASE CHECK

• Spelling, grammar and punctuation.
• Names, telephone numbers and email addresses.
• Product information and required legal wording.
• Dimensions, shape and orientation.
• Quantities and material specifications.
• Barcode and QR-code content.
• Logo placement and the overall design.
• Image quality and photograph selection.

Once artwork has been approved and production has begun, No Smudge Namibia cannot ordinarily accept responsibility for an error that appeared clearly in the approved proof.

Approval does not prevent you from reporting an issue where the finished product does not reasonably conform to the approved artwork or agreed specification.

PRODUCTION ISSUES •

DEFECTIVE OR NON-CONFORMING PRODUCTS.

Please contact us as soon as reasonably possible if you believe that a product:

• Has a genuine manufacturing or printing defect.
• Was produced using the incorrect material.
• Differs materially from the approved artwork.
• Differs materially from the agreed order specifications.
• Was incorrectly supplied because of our error.
• Is not reasonably usable for the agreed purpose.

If an issue is verified, the appropriate outcome may include correction, reprinting, replacement, a reasonable price adjustment or a refund, depending on the circumstances and applicable law.

REPORTING AN ISSUE

We ask customers to report visible printing discrepancies within 14 days wherever reasonably possible. This helps us investigate production records and materials promptly.

This requested reporting period does not remove a longer legal right that cannot lawfully be excluded.

Damage caused by misuse, unsuitable storage, incorrect customer application, customer alteration or use contrary to supplied instructions will not ordinarily be treated as a production defect.

CHECK YOUR ORDER •

DAMAGED OR INCORRECT ORDERS.

Please inspect your order as soon as reasonably possible after delivery or collection.

Where an order appears damaged in transit, incomplete or incorrectly supplied, please contact us within 48 hours wherever reasonably possible.

Please include:

• Your name and order or invoice number.
• A clear description of the problem.
• Clear photographs of the affected products.
• Photographs of the outer packaging.
• Photographs showing any apparent courier damage.
• The quantity of products affected.

Please retain the affected products and all relevant packaging until the claim has been assessed.

The 48-hour reporting request helps us investigate courier and production records promptly. It does not limit a right that cannot legally be restricted.

CHANGING AN ORDER •

ORDER CANCELLATIONS.

Contact No Smudge Namibia immediately if you wish to cancel or change an order.

BEFORE DESIGN OR PRODUCTION BEGINS

An order may generally be cancelled before design, setup, material preparation or production has begun, subject to work performed and costs already incurred.

AFTER ARTWORK OR SETUP WORK BEGINS

Design, artwork, setup, preparation or administration fees may remain payable where that work has already been performed.

AFTER PRODUCTION BEGINS

Once custom production has commenced, cancellation may no longer be possible.

Where cancellation can still be accommodated, No Smudge Namibia may deduct or charge a reasonable amount for completed work, materials ordered or used, production completed and other costs reasonably incurred, subject to applicable law.

STEP BY STEP •

HOW TO REQUEST A RETURN.

Please do not send products back before receiving written return instructions from No Smudge Namibia.

Proof of purchase, including an invoice or order confirmation, may be required. Returned products should be packaged carefully to prevent further damage during transport.

RETURN TRANSPORT COSTS

Where a return is required because of a verified No Smudge Namibia production error, incorrectly supplied product or qualifying defect, reasonable return arrangements will be confirmed in writing.

Where a return is accepted for another reason and No Smudge Namibia is not responsible for the issue, the customer may be responsible for return transport costs.

Please do not arrange a return until the return location and transport responsibility have been confirmed in writing.

PAYMENT PROCESSING •

APPROVED REFUNDS.

When a refund is approved, we will confirm the refund amount and payment arrangements in writing.

Refunds will ordinarily be made using the original payment method where reasonably possible. We may request confirmation of banking details where a direct bank transfer is required.

Approved refunds are generally processed by No Smudge Namibia within 7–14 business days. Additional processing time may be required by your bank or payment provider.

A refund may exclude amounts for work, materials or services properly chargeable to the customer, except where applicable law requires another outcome.

ITEMS OR SERVICES ORDINARILY NOT REFUNDABLE

Subject always to applicable legal rights:

• Correctly produced custom products where the customer has changed their mind.
• Products produced accurately from customer-approved artwork.
• Completed design, artwork, setup or website services.
• Digital artwork already supplied electronically.
• Orders cancelled after custom production has begun.
• Products damaged through misuse or incorrect application.
• Products stored contrary to reasonable care or instructions.
• Products altered after delivery by the customer or another party.

PRINTING TOLERANCES •

COLOUR, MATERIAL AND FINISHING VARIATIONS.

Colours displayed on computer screens and mobile devices may differ from printed colours because screens produce colour using light, while printing uses physical inks, toners, materials and production processes.

Variations may result from:

• Screen calibration and brightness.
• Printing materials and surface textures.
• Ink, toner and printing processes.
• Lighting conditions.
• Lamination and finishing.
• Reasonable production tolerances.
• Differences between separate production runs.

A minor variation falling within reasonable printing-industry tolerances will not ordinarily constitute a defect.

A substantial or unreasonable difference from an approved physical proof, agreed colour reference or confirmed specification may be investigated as a possible non-conformity.

ORDER SUPPORT •

CONTACT NO SMUDGE NAMIBIA.

Contact us if you have a question about an order, cancellation, return, printing issue or refund.