At Ellesi, we produce and print all goods upon order to meet your specific requirements. As a result, we do not accept returns unless there is an error with your order, the items arrive damaged, or they are in poor condition. In such cases, please follow the guidelines below.
Returns
We do not offer returns or refunds unless the following conditions apply:
- There was a clear error in the order (incorrect items, missing items, etc.).
- The goods arrived damaged.
- The items were in poor condition upon delivery or collection.
If any of these apply to your order, you must notify us within 2 days of receiving the goods. To request a return:
- Email photographs of the damaged or incorrect goods to return@ellesi.co.za as soon as possible.
- Ensure that the issue is reported within 2 days of receiving your order.
- Failure to report the issue within this period will be regarded as acceptance of the goods in good condition.
Any fees incurred during the return process (such as shipping or handling fees) must be covered by the customer.
Order Inspection
We highly recommend that you inspect your order upon delivery or collection. If the goods are damaged or faulty, you must notify us in writing right away. If no issues are reported, we will assume the order was received in satisfactory condition.
Cancellation of Orders
Order Confirmation
Proof of payment is required and will be considered confirmation of your order. Once your payment is confirmed, we proceed with the production process.
Cancellation Policy
- Before Printing: If you cancel your order before printing has started, a 30% cancellation fee will apply.
- After Printing Starts: If printing has already begun, a 100% cancellation fee will be charged, and no refunds will be issued.
- Late Artwork Submission: We are unable to cancel your order if you fail to provide print-ready artwork on time. If you require design services from us, please note that this will extend the production time.
Production Time
The production time for each order varies based on the quantity and complexity of the items. Delays due to artwork design cannot be used as grounds for cancelling the order.
Contact Us
For any questions regarding returns, refunds, or cancellations, please email us at info@ellesi.co.za or call us at 087-822-1225.