Returns Policy

1. Custom-Made Products

Almost everything we produce is custom manufactured to your approved specifications. Because custom-printed labels cannot be resold, they are not eligible for return or refund simply due to a change of mind. This policy sets out the limited circumstances in which we will reprint, credit, or refund an order.

2. Proof Approval

By signing off or approving the proof (in writing or via email), you accept full responsibility for the content and layout. Production will not commence without your written approval. Please check spelling, barcodes, sizes, and colours carefully before approving.

3. Colour Matching

We make every effort to match colours accurately. However, there are inherent limitations in digital proofing — colours displayed on screens vary by device and calibration. A reasonable variance of up to 5–10% between the approved digital proof and the printed output is considered acceptable and does not qualify for a reprint. If exact colour matching is critical, we recommend requesting a physical press proof before full production (additional charges apply).

4. How to Report an Issue

If you believe your order has a defect or does not match the approved proof, please follow these steps:

• Contact us within 7 business days of receiving your order
• Email info@atlaslabels.co.za with your order number and a description of the issue
• Include clear photographs or scans showing the defect alongside the approved proof
• Return a sample of the defective labels if requested (we cover return shipping for confirmed production defects)

5. Resolution Options

Once a valid claim is confirmed by our team, we offer one of the following resolutions at our discretion. Refunds are processed within 7–14 business days of resolution confirmation.

• Reprint: we reproduce the affected labels at no additional charge and deliver them as soon as possible
• Credit note: issued to the value of the defective goods, applicable to a future order
• Partial or full refund: issued via the original payment method, where a reprint is not feasible

6. Order Cancellations

• Before proof approval: orders may be cancelled with no charge
• After proof approval but before production: a design and setup fee may be charged
• During or after production: orders cannot be cancelled — if materials have been cut or printing has commenced, the full order value is payable

7. Delivery Issues

Atlas Labels uses third-party courier services for delivery. Once your order leaves our facility, delivery is subject to the courier's terms. If your order is lost or severely damaged in transit, notify us immediately so we can assist in lodging a claim and arrange a reprint if necessary. Estimated delivery times are a guide only and are not guaranteed.

8. Contact Us

For any questions about your order, a quality concern, or to initiate a return claim, contact us at info@atlaslabels.co.za or 083 789 1801, Monday–Friday, 08:00–17:00 SAST.