Policies

1. Refund Policy

Flexo Africa is committed to delivering quality services. Refunds are handled as follows:

Plate Brokerage

Once a plate order has been submitted to our supplier on your behalf, it cannot be cancelled or refunded, as plates are produced to your specific artwork and specifications. If a plate arrives defective or materially different from the approved specification, please refer to our Exchange Policy below.

If an order is cancelled before submission to the supplier, a full refund will be issued less any administration fee already incurred.

Studio Services (Mock-ups, Renderings, Short Runs)

• Not yet started: Full refund on request.
• In progress: Partial refund at our discretion, based on work completed to date.
• Completed and delivered: No refund once the final file has been delivered, unless the work does not meet the agreed brief.

How to Request a Refund

Email sales@flexoafrica.com with your job number and the reason for your request. We will respond within 2 business days.

2. Privacy Policy

Flexo Africa respects your privacy and is committed to protecting your personal information in accordance with the Protection of Personal Information Act (POPIA), Act 4 of 2013.

Information We Collect

• Contact details: name, email address, phone number, company name
• Job and artwork information submitted via quote requests or the client portal
• Payment information (processed securely via PayFast — we do not store card details)
• Website usage data via standard server logs

How We Use Your Information

• To fulfil your orders and communicate job status
• To send quotes, invoices, and service updates
• To improve our services and website
• To comply with legal or regulatory obligations

Sharing of Information

We do not sell or rent your personal information to third parties. We may share information with trusted suppliers and couriers only to the extent necessary to fulfil your order.

Data Retention

We retain customer records for a minimum of 5 years for accounting and legal purposes, after which data is securely deleted.

Your Rights

You have the right to access, correct, or request deletion of your personal information. Contact us at sales@flexoafrica.com.

3. Terms and Conditions

Acceptance

By placing an order or using any Flexo Africa service, you agree to these terms. They apply to all transactions between Flexo Africa (Pty) Ltd and the customer.

Services

Flexo Africa provides flexographic plate brokerage, studio services (mock-ups, 3D renderings, short digital runs), and related prepress services. All work is carried out to the customer's supplied specifications.

Artwork and Intellectual Property

The customer warrants that they own or have the right to use all artwork, logos, and design files submitted to Flexo Africa. Flexo Africa accepts no liability for intellectual property infringements arising from customer-supplied artwork.

All original work created by Flexo Africa remains the property of Flexo Africa until payment is received in full.

Accuracy of Specifications

The customer is responsible for verifying all specifications (dimensions, colours, substrate, print process) before approving an order. Flexo Africa will not be liable for plates produced to incorrect customer-supplied specifications.

Payment

Payment is due as per the terms stated on each invoice. Orders will not be processed or dispatched until payment is confirmed. We accept EFT and card payments via PayFast.

Limitation of Liability

Flexo Africa's liability for any claim is limited to the value of the specific order in question. We are not liable for consequential losses including production downtime, lost profits, or secondary costs.

Governing Law

These terms are governed by the laws of the Republic of South Africa. Any disputes will be resolved in the jurisdiction of KwaZulu-Natal.

4. Shipping Policy

Delivery Areas

We deliver to customers across South Africa (Durban, Cape Town, Gauteng, and other regions), as well as internationally to Kenya, Angola, Zimbabwe, and Mauritius. Contact us for other African destinations.

Lead Times

• Standard: 3 to 5 working days from artwork approval
• Urgent: Accommodated where possible — contact us to confirm availability

Lead times are estimates and may be affected by supplier production schedules or courier delays outside our control.

Shipping Costs

Shipping costs are quoted per order and included on your invoice. Costs depend on destination, package weight, and urgency.

Risk and Title

Risk of loss or damage transfers to the customer once goods are dispatched to the courier. Flexo Africa is not liable for damage or loss in transit, but we will assist in lodging courier claims where applicable.

Tracking

Courier tracking information will be shared via the client portal or by email once your order is dispatched.

5. Exchange Policy

Defective Plates

If a plate arrives defective (manufacturing fault or Flexo Africa specification error), notify us within 7 calendar days of receipt. We will arrange a replacement at no cost to you.

Please retain original packaging and provide photographs of the defect. Plates must not have been mounted or used before the exchange request is logged.

Customer-Supplied Artwork Errors

Plates produced to customer-approved artwork that contains errors (incorrect dimensions, colour values, trapping, etc.) are not eligible for a free exchange. A replacement plate will be quoted at standard rates.

Studio Work

Two rounds of revisions are included with all studio deliverables. Additional revision rounds will be quoted separately. We do not exchange or replace digital files once the final revision round has been approved.

How to Request an Exchange

Email sales@flexoafrica.com with your job number, a description of the issue, and photographs. We will respond within 2 business days.