How to log a return request
Start by sending the order details, a short description of the issue and clear photos of the item in use and out of the box if possible. For returns reported within the first few days after delivery, this helps us confirm whether the problem is linked to a manufacturing fault, courier damage, or setup on site. Please keep all packaging, inserts and labels in place until we have reviewed the case.
Our team in Crown Mines handles support for print shops in Johannesburg, Pretoria East, Centurion, Midrand, Randburg, Sandton, the East Rand and Durban, with next-day courier assistance available nationwide. The sooner we receive the information the faster we can advise, especially if your workshop is under pressure before a month end rush or a seasonal campaign.
- Use the enquiry form on our contact page
- Include your order reference and delivery town
- Attach photos of the fault, damage, or incorrect item
- Tell us when the issue first appeared
What can be returned
We assess returns on a case by case basis because platen plates, hoops and pretreatment gear are used in different production settings. A part that is fine in a small shop may not suit a faster line in a busy garment factory, so we first check whether the item is defective, mis-supplied, damaged in transit or simply not the correct match for the press or workflow.
Items generally need to come back in a condition that allows inspection. That means no permanent modification, no missing parts and no heavy contamination from ink, pretreatment fluid or adhesive residue. If a product was installed or adjusted by your own team, please mention it upfront so we can rule out setup issues before we move to a replacement or credit.
- Accepted for review: defective items, wrong items, courier damage and missing components
- May need extra checking: items already fitted to a machine or used in production
- Not suitable for return: items with severe wear, modification or misuse
Packing the item for collection or courier drop-off
Once we authorise a return, pack the item so it cannot move inside the box. Use the original carton if you still have it, or a sturdy replacement with enough padding around corners, brackets and any measuring surfaces. Pretoria dust, coastal humidity in Durban and rough handling in courier depots can all affect the condition of a return, so careful packing matters.
If the item is a large platen or a shaped hoop, protect the edges and avoid stacking heavy goods on top. Please include any loose screws, guides, clips or setup pieces that came with the order. If parts are missing on arrival we may need to pause the assessment until the full set is back with us.
- Wrap fragile surfaces with soft packing material
- Seal the box well and mark it clearly
- Include the return reference we give you
- Keep proof of courier collection or drop-off
How we assess a returned product
Our technical team checks each return against the original order, the reported fault and any photos or notes you sent. Johan and Sipho handle workshop and support checks, while Ayesha coordinates the process so the case is tracked properly from first report to final decision. We test the item where relevant, inspect moving parts and look for signs of incorrect installation or handling.
Where useful, we also compare the item against standard production use. For example, we may ask whether the platen sat level on the press, whether the hoop held fabric correctly, or whether pretreatment was mixed and applied according to the usual shop process. Sometimes the problem is not the product itself but a workflow issue and that can save you time and cost.
What happens after the assessment
Once the inspection is complete, we will advise whether the item qualifies for replacement, repair guidance, exchange or return to sender. If the fault is confirmed, we will explain the next steps clearly and keep the process as simple as possible. When the issue is caused by setup or operator use, we will tell you what to adjust so you can get back to printing.
If a return is approved, the solution depends on stock availability and the nature of the fault. In some cases we can issue a replacement quickly so your shop in Crown Mines, Sandton or Midrand does not lose time on production. In other cases we may need a little longer to source matching parts or complete a more detailed assessment.
Return timing, courier costs and workshop support
Returns should be reported as soon as practical after delivery, especially if the box arrived damaged or the item is clearly not the correct one. Courier charges and any return cost will be advised once we have reviewed the case, because this depends on the reason for the return and the type of item involved. We do not want you paying unnecessary transport costs where the issue is ours to resolve.
For shops that need help fitting a replacement or resetting a workflow, we can also arrange training or support. That might include print alignment help, pretreat workflow advice, seasonal reconfiguration or an onsite support visit in the Gauteng area. In some cases remote troubleshooting is enough and saves a collection altogether.
Special notes for production shops and busy seasons
Garment decorators often run close to deadline during promotional launches, schoolwear periods and December trade. If you are scaling up production or setting up a new shop, tell us what the item is meant to do and what machine it will be used on. That helps us confirm whether the returned item is wrong, incompatible or simply needs a different setup.
For frequent users, a quick sample test can prevent a return before it starts. If you are unsure about platen size, hoop tension or pretreatment coverage, send us the details first and we can guide you before the order goes out the door. It is usually faster than sending something back after a full production day has already been lost.
