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Last updated 6 October 2026.
Everything we make is made for you — your name, your spelling, your design. That changes how returns work, so this page sets out plainly when you can cancel, when you cannot, and what happens when something goes wrong. It sits alongside our Terms and Conditions, which say the same things in the language of a contract.
In short
- Before we start making your order, you can cancel it for any reason and get all your money back.
- Once production has started we cannot take a personalised order back simply because you have changed your mind — it cannot be sold to anyone else.
- If we got it wrong, we fix it or refund it. That does not change, ever.
- Approving your proof is the moment your order goes into production. Please check the spelling.
Before we start making your order
Contact us and say you want to cancel. If we have not begun making your order, we cancel it and refund you in full. There is no cancellation fee and you do not have to give a reason.
Most orders sit here for a while — after you have paid but before your proof is approved, and again in the queue afterwards — so if you have changed your mind, tell us early and it is simple.
Once production has started
A personalised label with somebody’s name on it has no value to anyone else, so once we have begun making your order we cannot cancel or refund it because you have changed your mind, or because you ordered the wrong thing.
Production starts when your proof is approved. Approving your proof confirms that the artwork, text, spelling and layout are correct as shown — so please check it carefully, especially the spelling of names. If anything is wrong, do not approve it and do not pay. Reply to us instead and we will correct it and send you a new proof at no charge.
We are not able to refund an order because of a mistake that was in the proof you approved.
The seven-day cooling-off right, and why it does not apply here
Online purchases in South Africa normally carry a seven-day cooling-off right under section 44 of the Electronic Communications and Transactions Act, 2002, which lets you return goods for any reason. That right does not extend to goods made to your own specification or clearly personalised — section 42(2)(a) of the same Act — and that describes everything we make.
This does not take away your other rights. Under the Consumer Protection Act, 2008 you are entitled to goods of good quality, free of defects, and if they are not you may return them within six months for a repair, a replacement or a refund. Nothing on this page limits that.
If something is wrong with what we made
If there is a manufacturing defect, or we made an error — the wrong name, the wrong product, poor print quality, a sheet that cuts badly — we replace it or refund it. That is your choice, not ours, and we pay the return costs if anything needs to come back to us.
If your parcel arrives damaged, please tell us within three working days of delivery and send us a photograph of the damage and of the packaging. That lets us claim from the courier, which is the part with a deadline on it. If you tell us later, your rights are not affected and we will still put it right.
Courier costs for reprints and re-deliveries. If a reprint or re-delivery is needed because of something on your side — an error in a proof you approved, an incorrect or incomplete delivery address, or a parcel not collected from its locker in time — the courier costs of sending it again are yours. If it is our mistake, a manufacturing defect, or damage in transit, we pay all the courier costs.
If your order is late
If you paid the Rush Fee and we do not have your order ready in the time the Rush Fee promises, we contact you, explain what happened, agree a new date with you, and refund the Rush Fee in full. The refund is of the Rush Fee only — the rest of your order stands — and agreeing a new date does not take away any of your other rights on this page.
Where we are waiting on you, for artwork or a spelling correction or proof approval, that waiting time does not count against the promise. When we have what we asked for, a fresh dispatch date begins from that point and we confirm it to you.
The Rush Fee buys production speed, not faster delivery. Once your order is handed to the courier, the courier takes its usual time, and that part of the journey is outside our control.
If the person the order was for has died or been hospitalised
We cancel your order and refund you in full, at whatever stage it has reached, and we do not charge a cancellation fee. Just tell us. We will not ask you for documents.
Orders you collect from us
If you chose to collect your order, we hold it for thirty days from the day we tell you it is ready, and we will contact you before that period ends. Nothing else on this page changes because you collected rather than had it delivered.
How to ask for a cancellation or a refund
Email us at orders@labelpal.co.za with:
- Your order number.
- What you would like — a cancellation, a replacement, or a refund.
- If something is wrong with the order, a photograph of it. A photograph of the label next to the packaging helps most.
We reply to every request. If we need something from you to resolve it, we will ask once and clearly.
How and when refunds are paid
Refunds go back the way the money came. A card payment is refunded to the same card; an EFT is refunded to the account it was paid from. We do not refund to a different account, or to a different person, than the one that paid.
We process an agreed refund within seven working days. Card refunds can take a few days more to appear on your statement, which is your bank’s timing rather than ours.
Delivery timelines
Most orders are made and ready to leave us within three to seven working days of your proof being approved, and the courier usually takes one to four working days after that. Delivery options, costs and times are set out in full in our Delivery Policy, and the Rush Fee in section 3 of our Terms and Conditions. Dispatch is when your order leaves us — handed to the courier or made ready for collection — and it is not the same as arrival.
If you are not happy with how we handled it
Tell us first, and say that you want it escalated — most things are a misunderstanding we can fix in a day. If we cannot resolve it between us, you may take the matter to the Consumer Goods and Services Ombud (www.cgso.org.za) or the National Consumer Commission, the body that enforces the Consumer Protection Act.
Contact
Raymond Swanepoel trading as Media Mogul
Email: orders@labelpal.co.za
Physical address: Unit 2, 12 Linda Street, Constantia Kloof, Roodepoort, Johannesburg, 1709