Cancellations, reprints and refunds.

This policy is issued by The Drop Network (Pty) Ltd (registration number 2026/741781/07), trading as Drop, and applies to every order placed on dropstudio.co.za or on a store hosted by Drop. It sits alongside our Terms of Service and our shipping and returns page. Nothing here reduces the rights you have under the Consumer Protection Act 68 of 2008.

Every product we sell is printed to order with the design the customer chose. That shapes what can and cannot be returned, and the sections below say exactly how.

• Before payment. An unpaid order is simply abandoned; nothing is printed and nothing is charged.
• After payment, before production. Email hello@dropstudio.co.za with your order reference. If printing has not started, we cancel the order and refund the full amount, including shipping.
• Once production has started the garment has been printed for you and the order can no longer be cancelled. Production usually starts within one working day of payment, so please contact us the same day where possible.

You can also fix a wrong size, colour or address during that window. After production starts we cannot change the order.

Because every item is custom printed to the buyer’s specification, we do not accept returns or give refunds for change of mind, for a size or colour chosen incorrectly at checkout, or because a design looks different on fabric than on a screen within normal printing tolerance. This is the exception for goods made to a consumer’s specification in section 17 of the Consumer Protection Act.

Sellers can order any product as a sample at cost before they list it, and we recommend it. Buyers should check the size guide and the design preview before paying.

If a product arrives damaged, has a print defect, is the wrong size or colour for what was ordered, or does not match the approved design, we put it right at no cost.

• Email us within 14 days of delivery with your order reference and photos of the item and the fault.
• We reply within two working days. Our first remedy is a free reprint of the affected item, shipped at our cost.
• Where a reprint is not possible, or you prefer it, we refund the item and its share of the shipping.
• You do not have to return a faulty item unless we ask; if we do, we cover the courier.

Small differences in print placement (a few millimetres) and in colour between a screen and printed fabric are inherent to printing and are not defects. Anything beyond that is.

Your statutory right under the Consumer Protection Act to a repair, replacement or refund of defective goods within six months of delivery is not affected by the 14-day window above; the window simply lets us resolve most cases faster.

If tracking shows a parcel is lost or it has not arrived within 10 working days of dispatch, tell us and we open an investigation with the courier. Once the courier confirms the loss we reprint and reship at no cost, or refund you if you prefer. A parcel returned to us because the address was incomplete is reshipped at your cost, or refunded less the original shipping.

• Refunds go back to the bank account the payment came from, through our payment provider, Ozow. We cannot refund to a different account or in cash.
• We submit approved refunds within 2 working days. Banks usually show the money within 3 to 5 working days after that.
• Refunds are for the amount actually paid, including VAT. Where a discount code was used, the discounted amount is refunded.
• Shipping is refunded when the whole order is cancelled before production, when an item is faulty, or when a parcel is lost. It is not refunded for partial refunds of an otherwise correct order.

When you buy from a store hosted on Drop, Drop is the supplier of the printed product and this policy applies in full. Contact us, not the store owner, for cancellations and refunds. If we refund an order, any profit that had accrued to the store owner on that order is reversed before it is paid out.

Bulk orders are quoted individually and production starts once the artwork is approved and payment is received. The same rules apply: cancellation before production is refunded in full, custom-printed goods are not returnable for change of mind, and defective items are reprinted or refunded. Because bulk runs are printed together, tell us about any defect within 14 days of delivery so we can reprint the affected units in one batch.

Email us first and we will do our best to resolve it within five working days. If you are not satisfied, you may approach the Consumer Goods and Services Ombud or the National Consumer Commission. This policy is governed by the law of the Republic of South Africa.

Cancellations, refunds and reprints: The Drop Network (Pty) Ltd, hello@dropstudio.co.za. Include your order reference so we can find the order straight away.