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Last updated 27 August 2026.
These are the terms on which we sell to you. Please read them before you place an order. If anything here is unclear, ask us and we will explain it.
1. Custom Orders
All products ordered through our design tools are made specifically to the design you approve.
You can approve your design in two ways: on our website when you place the order yourself, or by using the approval link we email to you when we have prepared an order at your request. Either way, approving your proof confirms that the artwork, text, spelling and layout are correct as shown.
2. Proof Approval
Please check your proof carefully, especially the spelling of names.
Once a proof is approved it is treated as final and your order goes into production. We are not liable for errors that were present in a design you approved — spelling, sizing, or artwork that was supplied at too low a quality.
If anything on your proof is wrong, do not approve it and do not pay. Reply to us and we will correct it and send you a new proof at no charge.
Before production begins, we also check that the approved artwork will reproduce properly in print. If any part of it is too low in resolution to print well, we will contact you and either ask you for a replacement file or offer to redraw it for you. We do this to protect the quality of your order; it does not transfer responsibility for supplied artwork to us.
Where we offer to redraw artwork, we will quote you a fee first and only begin once you have accepted it. Small amendments may be made free of charge at our discretion. In every case, whether or not a fee is charged, we will send you a new proof and production will not begin until you have approved it.
If you are approving a proof on behalf of someone else — a parent, a spouse, or a child whose name appears on the labels — you confirm that you are entitled to give us that person’s name and to approve how it is printed.
3. Shipping, Dispatch and Rush Orders
Standard orders. Custom work is produced in the order it is received. We confirm a dispatch estimate for your order once your proof is approved. Dispatch is when your order leaves us — either handed to the courier or made ready for collection. It is not the same as arrival.
3.1 The Rush Fee
You may bring your order to the front of the production queue by adding the Rush Fee in your basket. The fee is R399,00 or 10% of your basket total, whichever is greater, and is inclusive of VAT.
3.2 What the Rush Fee promises
A rush order will be ready for shipping or collection within 48 hours, excluding weekends and South African public holidays, provided the order is placed before 10h30 on a working day. Orders placed at or after 10h30, or on a weekend or public holiday, start counting from the next working morning. The exact date your order is due is shown to you in your basket before you pay.
The Rush Fee buys production speed, not faster delivery. It governs when your order leaves us. Once your order is collected, the courier takes its usual time, and that part of the journey is outside our control.
Your proof still has to be approved. The rush clock depends on us having everything we need from you. Where we are waiting on you — for artwork, for a spelling correction, or for proof approval — that waiting time does not count against the 48 hours.
When we receive what we have asked you for, a fresh dispatch promise begins from that point — the clock does not resume where it stopped — and we will confirm your new dispatch date to you.
3.3 If we miss the deadline, the Rush Fee is refunded
Situations do arise in which an order cannot be shipped within the time stipulated in these Rush Fee conditions — an equipment failure, a material shortage, or a disruption beyond our control. Where that happens, Label Pal will be in contact with you to explain the position and to agree a new date, and the Rush Fee will be refunded to you in full. The refund is of the Rush Fee only; the balance of your order stands. If the new date no longer suits you, your rights under section 4 below are unaffected.
4. Returns and Refunds
Because these are custom, made-to-order products, they cannot be returned or refunded simply because you have changed your mind once production has started. Nothing in these terms takes away the rights you have under the Consumer Protection Act, including your right to goods of good quality.
Before production starts. If you contact us before we begin making your order, we will cancel it and refund you in full.
If the person the items were for has died or been hospitalised. We will cancel your order and refund you in full, and we will not charge you any cancellation fee.
If something is wrong with what we made. If there is a manufacturing defect, or we made an error, we will replace or refund it.
5. Intellectual Property
By submitting artwork, text, or images for production, you confirm you own or have the right to use that content, and that it does not infringe on any third party’s rights.
6. Orders we place for you
Some customers would rather not place an order on a website. We are happy to prepare an order for you, and this section explains exactly how that works and what protects you.
6.1 We only do this when you contact us first. We will prepare an order for you when you telephone or email us, or when you ask us to call you back. We do not telephone people to sell them things and then take an order on the call.
6.2 What we do. We take your details, set up an account for you if you do not already have one, and prepare your order with the name and design you have asked for.
6.3 What we never do. We never choose or ask for your password — you set your own using a link we email you. We never ask for your card number, PIN or online banking details, whether by telephone or by email, and you should never send them to anyone who asks. We never complete the purchase for you.
6.4 Nothing happens until you confirm it. We email you a picture of exactly what your labels will look like, the full price including VAT, and a link. Nothing is made and nothing is charged until you have looked at that picture, confirmed the spelling is right, and paid using that link. If anything is wrong, reply to the email instead of paying.
6.5 If you are ordering for somebody else. The order and the payment are yours, and you are our customer, even where the name printed on the labels is somebody else’s. Please see section 2 about approving a proof on another person’s behalf.
6.6 Access to your account. If you ask us to help with your account or your order, a member of our staff may need to open your account to see what you see. Every time that happens it is recorded — who did it, and when. We explain this further in our Privacy Policy.
7. Cookies and your privacy
Our website uses a small number of cookies that are necessary to make it work — to keep your basket, and to keep you logged in. Without these the site cannot function, so they are always on.
If we later use cookies that are not necessary — for example to measure how the site is used, or for advertising — we will ask your permission first, and you may say no and still use the site normally.
How we handle your personal information, including a full list of the cookies we set, is set out in our Privacy Policy.
8. Contact
Questions about these terms, about an order, or about your personal information can be sent to us at the address below.
[[SUPPLY: registered legal name]], trading as Label Pal
Registration number: [[SUPPLY: company registration number]]
Physical address: [[SUPPLY: street address]]
Email: [[SUPPLY: support email address]]
Our Information Officer for the purposes of the Protection of Personal Information Act is [[SUPPLY: full name]], who can be reached at the address above. Our Privacy Policy explains how to make a request about your personal information, and how to complain to the Information Regulator.