This policy applies to every order placed with Flagman (Pty) Ltd (“Flagman”) through flagman.co.za, by email, by WhatsApp or by phone. It should be read with our Terms and Conditions and Shipping and Delivery Policy. Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
1. Custom-printed products
Almost everything Flagman makes is printed to your approved artwork: gazebo roofs and walls, flags, banners, banner walls, umbrella canopies, tablecloths, chair panels and counters. These goods are made to your specifications and cannot be resold, so they cannot be returned or exchanged for change of mind, including a change of design, colour, size or quantity after the artwork proof has been approved.
The seven-day cooling-off right in section 44 of ECTA does not apply to goods made to the consumer’s specifications or clearly personalised (section 42(2)(d)). Please check your artwork proof carefully for spelling, colours, logo placement and sizes before approving it; we print exactly what you approve.
2. Defective or misprinted goods
If a product is faulty, damaged on arrival (where delivered by Flagman) or differs from the approved artwork proof because of our error, we will put it right at no cost to you. In terms of section 56 of the CPA, goods carry an implied warranty of quality for six months from delivery: you may return a defective product for repair, replacement or refund, at your election, within that period.
To make a claim, email sales@flagman.co.za within 7 days of delivery or collection with your order number, a description of the problem and clear photographs of the product and the fault. Reporting promptly lets us resolve the matter before an event; claims made after 7 days are still assessed under the CPA warranty but we may need to inspect the goods first. We will respond within 2 working days and, where the fault is confirmed, reprint or repair the item, or refund it if neither is possible. Where we need the goods back for inspection or repair, Flagman arranges and pays for the return.
The warranty does not cover damage caused by wind, storms, misuse, incorrect setup, failure to peg or weight a gazebo or flag, normal fading of printed fabric over time, or damage during transit by a third-party courier after the goods have left our premises (see the Shipping and Delivery Policy for courier claims).
3. Stock (non-custom) items
Unprinted stock items such as concrete umbrella bases, cross bases and sandbags, umbrella covers, pegs and rope sets, pop-up tables and unbranded frames may be returned within 7 days of delivery or collection provided they are unused, undamaged and in their original packaging. Email us with your order number before returning anything so we can issue a return reference. Unless the item is faulty, the customer is responsible for the cost of returning it to 32 Richard Road, Industria North, Randburg, 2092, and the refund is for the product price only; original delivery charges are not refunded.
4. Cancellations
- Before artwork approval: you may cancel free of charge. Any deposit paid is refunded in full.
- After artwork approval: once you approve the proof we order fabric and schedule print, and the order cannot be cancelled. The full order value remains payable, because the goods are made to your specification and cannot be used for another customer. Where production has not physically started we will, at our discretion, offer a credit for any materials not yet committed.
- Stock items may be cancelled at any time before dispatch for a full refund.
5. Refunds
Approved refunds are paid to the original payment method (EFT to the account the payment came from, or a reversal to the card used) within 10 working days of the refund being approved. We will confirm the refund by email. We do not refund in cash.
6. How to return or claim
- Email sales@flagman.co.za with your order number, the product, the reason, and photographs (for faults).
- We reply within 2 working days with a decision and, where needed, a return reference and collection or return instructions.
- Faulty goods: we reprint, repair or refund as set out in section 2. Stock returns: send the item back unused in its packaging; the refund is processed once it is received and checked.
7. Contact
Flagman (Pty) Ltd · 32 Richard Road, Industria North, Randburg, 2092 · 010 500 7333 · WhatsApp +27 72 210 9022 · sales@flagman.co.za.
If we cannot resolve a complaint, you may refer it to the Consumer Goods and Services Ombud (www.cgso.org.za) or the National Consumer Commission.