Refund and Cancellation Policy

• Before production starts: you can cancel by emailing sales@redhand.co.za. We refund what you have paid, less any costs we have already incurred for your order (for example artwork or materials bought specially).
• Once materials have been cut to size: the cut parts can't be used for anyone else, so we keep 50% of the order value and refund the rest of what you have paid. If you haven't paid yet, 50% of the order value is payable.
• Once the signs are made: custom-made signs are made to your approved specification and artwork and can't be resold, so a finished order can't be cancelled or refunded.

Changes to an accepted order (sizes, wording, finishes, quantities) may change the price and the lead time. We confirm any change in writing before we act on it.

If something arrives damaged, short, defective, or not as specified on the approved quote because of our error, we will put it right by repairing or replacing it. Where that isn't possible, we refund the price of the affected item.

• Report transit damage or shortages within 2 business days of receiving the goods.
• Report visible defects within 7 days of receiving the goods.
• Send photos and the quote or invoice number to sales@redhand.co.za. Please keep the goods and packaging until we have looked at the claim.

Errors in artwork, wording or sizes that you approved are not defects; we can remake the item at your cost.

We don't accept returns of standard parts, such as extrusions or end caps, unless they are defective or we supplied the wrong item. Please check part codes and quantities on your quote before you accept it.

• Card payments are refunded to the card you paid with, through Peach Payments. Your bank may take a few business days to show the refund.
• Pay by Bank and Capitec Pay payments can't be reversed through the payment provider, so we refund them by EFT to the business bank account you give us.
• EFT payments are refunded by EFT.

We pay an agreed refund within 5 business days. Refunds are in South African Rand, for the amount paid; we don't charge a fee for processing a refund. Account customers may have the amount credited to their account instead, if they prefer.

Nothing in this policy limits rights you have under the Consumer Protection Act or the Electronic Communications and Transactions Act, where those Acts apply to you.