Returns, Refunds & Cancellations
Last updated: 1 October 2026
At Limegreen, most of our products are printed, manufactured or personalised specifically for each customer’s order. This policy explains how cancellations, returns, reprints and refunds are handled.
Nothing in this policy is intended to exclude, restrict or limit any rights or remedies that cannot lawfully be excluded under South African law, including applicable rights under the Consumer Protection Act.
1. Custom-Made and Personalised Products
Most products supplied by Limegreen are manufactured specifically according to the customer’s selected size, quantity, material, finishing options, branding and/or approved artwork.
These products may therefore constitute goods made to the customer’s specifications or clearly personalised.
Where the statutory cooling-off right applicable to certain electronic transactions does not apply because goods are made to the customer’s specifications or are clearly personalised, Limegreen does not ordinarily accept a return or cancellation merely because the customer has changed their mind after custom production has commenced.
This does not affect any rights the customer may have where goods are defective, unsafe, incorrectly supplied or materially different from the confirmed order or approved artwork.
2. Cancelling an Order Before Production
If you need to cancel or change an order, contact us as soon as possible:
Email: orders@limegreen.za.net
Telephone: 082 455 5013
Please provide your order number when contacting us.
If custom production has not yet commenced, Limegreen will assess whether the order can still be cancelled or amended.
Where work has already been performed or costs have already been reasonably incurred specifically for the order, these may be taken into account to the extent permitted by applicable law.
3. Cancellation After Production Has Started
Once production of custom-made or personalised goods has commenced, an order generally cannot be cancelled merely because the customer has changed their mind.
This is because materials, printing, labour and production capacity may already have been committed specifically to that customer’s order.
If you contact us after production has started, we will advise you of the current status of the order and what options, if any, remain available.
4. Artwork Approval
Where artwork approval is required, Limegreen will provide an artwork proof before production.
The customer is responsible for checking the proof carefully before approving it.
This includes checking:
- spelling and grammar;
- names;
- telephone numbers;
- email addresses;
- website addresses;
- dates;
- dimensions;
- quantities;
- layout and positioning;
- images and logos;
- colours;
- cutting shapes or cut lines where applicable; and
- all other content.
Once artwork has been approved, Limegreen is authorised to manufacture the product according to that approved artwork.
5. Errors in Customer-Approved Artwork
If the finished product accurately reproduces artwork approved by the customer, Limegreen will generally not be responsible for errors that were clearly visible in the approved artwork.
Examples include an incorrect telephone number, spelling mistake, incorrect date, incorrect wording or incorrect image that appeared in the approved proof.
Where possible, Limegreen will assist the customer with arranging a corrected reprint. A new print charge may apply where the original goods correctly reproduced the approved artwork.
This section does not apply where Limegreen introduces an error after artwork approval or where the finished goods materially differ from the approved artwork because of a Limegreen production error.
6. Customer-Supplied Print-Ready Artwork
Customers selecting an option to supply their own artwork are responsible for ensuring that the artwork supplied is correct and suitable for the intended product.
Limegreen may identify obvious technical problems where reasonably practical, but acceptance of an uploaded file does not mean that Limegreen has independently proofread, verified or approved every aspect of the customer’s artwork.
Please refer to our Artwork & Printing Guidelines for information concerning artwork preparation.
7. Defective, Damaged or Incorrect Products
If you believe that a product supplied by Limegreen is defective, damaged, incorrectly manufactured or materially different from the confirmed order or approved artwork, please contact us promptly.
Email orders@limegreen.za.net and provide:
- your order number;
- a clear description of the problem;
- photographs showing the issue where appropriate;
- photographs of packaging where delivery damage is involved; and
- any other information reasonably required to investigate the issue.
Please retain the affected products and packaging until the matter has been investigated, as Limegreen may reasonably need to inspect the goods or arrange their return.
8. Our Assessment
When a problem is reported, Limegreen will assess the goods, the confirmed order specifications, supplied or approved artwork and any relevant production records.
Where a product is found to be defective, incorrectly supplied or materially non-conforming, Limegreen will provide an appropriate remedy in accordance with applicable South African law.
Depending on the circumstances and applicable legal requirements, this may include repair or correction where appropriate, replacement, reprinting, refund or another agreed remedy.
9. Reprints
Where Limegreen agrees that a production error attributable to Limegreen requires a reprint, the corrected product will be produced at no additional printing charge to the customer.
Where a reprint is required because of an error contained in customer-supplied or customer-approved artwork, the reprint may be treated as a new order and charged accordingly.
10. Colour Variation
Colours displayed on computer monitors, mobile devices and office printers can differ from commercially printed colours.
RGB artwork may also change in appearance when converted for commercial printing.
Reasonable colour variation inherent in the printing process is not necessarily a defect.
If accurate colour matching is critical, please discuss this with Limegreen before approving artwork or placing the product into production.
11. Cutting and Finishing Tolerances
Commercial printing, cutting and finishing involve mechanical production processes and minor variations can occur.
Small variations that fall within reasonable commercial production tolerances and do not materially affect the intended use of the product are not necessarily defects.
Material cutting, trimming, finishing or manufacturing errors that materially affect the product will be assessed in accordance with this policy and applicable law.
12. Courier Damage
If an order arrives with visible courier or packaging damage, please photograph the packaging and affected products as soon as reasonably possible.
Contact orders@limegreen.za.net and include your order number and photographs.
Please retain all packaging and damaged goods while Limegreen investigates the matter and, where applicable, communicates with the courier.
13. Incorrect Delivery Address
Customers are responsible for providing accurate delivery information during checkout.
Where an order cannot be delivered because the customer supplied an incorrect or incomplete address, reasonable additional courier or redelivery charges may be payable by the customer where permitted.
14. Refunds
Where a refund is due, Limegreen will process the refund using an appropriate payment method and within the period required by applicable law.
Where South African law entitles the customer to a monetary refund, Limegreen will not require the customer to accept store credit instead.
Refund processing times may also be affected by the customer’s bank or payment service provider after Limegreen has processed the refund.
15. Change of Mind
Because most Limegreen products are manufactured specifically for each customer, change-of-mind returns will generally not be available once production of custom-made or personalised goods has commenced.
This provision does not override any consumer right that applies under South African law.
16. How to Report a Problem
Please contact:
Limegreen (Pty) Ltd
Order Support: orders@limegreen.za.net
Telephone: 082 455 5013
Address: 24 Richards Drive, Halfway House, Midrand, 1685
Please include your order number whenever possible so that we can locate your order quickly.
Last updated: 1 October 2026.