Returns &
refunds.

Custom-made and personalised goods

Many of our products are made for a particular project. These can include 3D-printed parts, prototypes, laser-cut items and personalised engraving.

We do not offer discretionary change-of-mind returns on correctly supplied goods made to your specifications or personalised for you. This does not affect rights relating to defective goods, incorrect supply or any other return or cancellation right provided by law.

Defective or incorrectly supplied goods

Contact us if an item arrives damaged, differs from your order or appears defective. Please describe the problem and provide photographs where possible.

Where the Consumer Protection Act applies, goods that fail its quality requirements may be returned within six months of delivery, at our risk and expense, without penalty. You may choose a repair, replacement or refund. A failed repair or further defect within three months of repair entitles you to replacement or refund.

Design, scanning and other services

If you believe our CAD design, scanning, prototyping, engineering or laser work does not meet the agreed scope, tell us which deliverable or requirement is affected.

Where the Consumer Protection Act applies and service quality falls below the required standard, you may require us to correct the problem or refund a reasonable portion of the price, reflecting the extent of the failure.

Specifications, finish and prototype revisions

Please check the dimensions, quantity, material, finish, spelling and design details shown in your quote or approval documents before approving work. Explain the intended use and identify critical fitting points or other requirements.

Layer lines, support marks and other process characteristics are assessed against the finish and quality agreed for the project. Their presence alone does not decide whether an item is defective.

If you request a different design, material or specification after approval, we will discuss the additional work and price before proceeding. Prototype testing may identify a need for further development; this is assessed against the purpose and scope of the original work.

Cancelling an order

Please contact us as soon as possible if you need to cancel. We will confirm the stage of the project and whether work or material commitments have already been made.

If work has not begun and no project costs have been incurred, we will refund the payment in full. Otherwise, we will explain any proposed charge for completed work or committed materials, with an itemised calculation. Any deduction must be lawful and consistent with the agreed terms. Statutory cancellation rights take precedence.

Online cooling-off rights

Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel without giving a reason within seven days of receiving goods, or within seven days of concluding a service agreement. Only the direct cost of returning goods may be charged, and payments must be refunded within 30 days of cancellation.

This cooling-off right excludes goods made to your specifications or clearly personalised, and services that began with your consent before the seven-day period ended. These exclusions do not remove other rights relating to defective goods or unsatisfactory services.

How to request a return or refund

Email info@verandesign.co.za or call 073 102 1123. Please include:

• Your name and contact details.
• Your order, quotation or invoice reference, or other proof of purchase.
• A description of the issue and when you noticed it.
• Photographs of the item, and packaging if there is delivery damage.
• Your preferred remedy, where applicable.

Report problems as soon as reasonably possible to help us investigate. This request does not shorten any statutory claim period. We may need to inspect the item or review the project files before determining the cause.

Refunds and return arrangements

We will explain the outcome, any return arrangements and the refund amount in writing. Refunds will be processed promptly within the applicable legal deadline. We will confirm the payment method and any information needed to complete the refund.

Please contact us before arranging a courier or visiting so we can coordinate the return. Package the item securely and include its accessories where relevant. Original packaging is helpful, but is not a condition for exercising statutory rights.

Your consumer rights

This policy does not limit rights under applicable South African law. Where a statutory right conflicts with this policy or our quotation, the statutory right prevails.

Qualifying direct-marketing transactions may also be cancelled within five business days of the transaction or delivery, whichever occurs later.