Refund & Cancellation Policy

At RE:DRAW, we aim to provide clear pricing, reliable service and professional production artwork. This policy explains how cancellations, refunds and service-related concerns are handled.

Last updated: 11 October 2026

1. Free Artwork Assessment

Submitting artwork to RE:DRAW for an initial assessment is free and does not commit you to purchasing a service.

We review the supplied artwork, determine the appropriate service or redraw level, and confirm the price and expected turnaround before work begins.

2. Order Confirmation and Payment

After assessment, you will receive confirmation of the proposed service, price and turnaround. You may accept or decline the quotation.

For paid orders, production begins only after the quotation has been approved, the required payment has been confirmed and RE:DRAW has accepted the order for production.

The agreed production turnaround begins at the confirmed production start time, not when artwork is initially uploaded for assessment.

3. Cancellation Before Work Begins

You may cancel your request without charge before accepting a quotation or making payment.

If you have already paid but RE:DRAW has not started the agreed work, you may request cancellation and a full refund.

4. Cancellation After Work Has Started

RE:DRAW provides individually commissioned artwork reconstruction and production services. Once approved work has started, time and specialist labour may already have been committed to your order.

If you request cancellation after production has started, we will review the work completed, the reason for cancellation and any applicable legal rights before determining whether a full or partial refund is appropriate.

Any proposed deduction for work already performed will be explained to you. Nothing in this policy removes cancellation or refund rights provided by applicable law.

5. Existing Official Artwork

During the initial assessment, RE:DRAW may check whether suitable official production artwork is already available.

If an appropriate existing file is located, we may direct you to its legitimate source free of charge. We do not charge a sourcing fee for this assistance during the initial assessment.

If payment has already been received but reconstruction has not started, and an existing official file removes the need for the agreed service, we will offer a full refund.

Public availability of artwork does not necessarily grant permission to use or redistribute it. Customers remain responsible for obtaining any necessary usage rights.

6. Artwork Quality and Reconstruction Accuracy

Reconstruction accuracy depends on the quality and clarity of the reference artwork supplied or approved by the customer.

RE:DRAW aims to reproduce shapes, lettering, colours, gradients and effects as accurately as reasonably possible. Where the source image contains missing, unclear or heavily pixelated details, exact reproduction may not be possible.

Any material limitations identified during assessment will be communicated before the customer approves the order where reasonably possible.

7. Incorrect, Incomplete or Defective Artwork

If delivered artwork is incomplete, materially different from the agreed reconstruction requirements, technically defective or otherwise not provided as agreed, please contact RE:DRAW with the relevant job reference and a description of the problem.

We will review the concern and, where appropriate, offer correction, re-delivery or another suitable remedy. A refund may be available where required by applicable law or where an appropriate resolution cannot reasonably be provided.

Nothing in this section requires a customer to accept correction instead of another remedy to which they are legally entitled.

8. Revisions and Design Changes

Standard redraw orders include one reasonable revision. This may cover colour adjustments, removal of specified elements or minor corrections to reconstructed artwork.

Substantial redesigns, changes to the original brief, additional revisions or major changes to complex bitmap elements may require a separate quotation.

The included revision policy does not limit your rights where the delivered service is defective or does not meet applicable legal requirements.

9. L6 Hybrid Artwork

L6 Hybrid Artwork contains high-resolution bitmap elements and is not supplied as fully vector artwork.

Standard L6 deliverables include EPS, PDF, high-resolution TIFF and PNG files prepared at an appropriate production size and resolution.

Because bitmap artwork has practical resolution and editing limitations, some changes may be more restricted than with conventional vector artwork. These limitations do not remove remedies available for defective or incorrectly supplied work.

10. Electronic Artwork Delivery

RE:DRAW delivers completed artwork electronically, normally by email attachment or a secure download link where file sizes make email delivery impractical.

Delivery details, including the agreed formats and any relevant production specifications, are confirmed as part of the service.

If you cannot access, download or open your delivered files, please contact us so that we can investigate and arrange an appropriate resolution.

11. Production Adaptation and Custom Work

Production Adaptation and other individually quoted pre-production services may involve additional creative or technical work beyond standard L1–L6 reconstruction.

The proposed scope, pricing, deliverables and relevant limitations will be confirmed before work begins. Any intentional alteration to a customer’s existing design requires customer approval.

Cancellation and refund requests for these services will be assessed according to the agreed scope, work performed and applicable consumer rights.

12. Refund Requests and Processing

To request a refund or cancellation, please email accounts@re-draw.co.za and include your RE:DRAW job reference, the email address used for the order and the reason for your request.

We will acknowledge your request and review it as promptly as reasonably possible. If additional information is required, we will contact you.

Approved refunds for Payfast transactions will ordinarily be processed through the original payment channel where supported. The time taken for funds to reflect may depend on Payfast, the payment method and the customer’s bank or card issuer.

Refunds will be processed within any timeframes required by applicable law. RE:DRAW will not impose an undisclosed refund administration fee.

13. Applicable Consumer Rights

This policy is intended to operate alongside applicable South African consumer protection and electronic transaction laws, including the Consumer Protection Act and the Electronic Communications and Transactions Act where applicable.

Certain transactions may carry statutory cancellation, cooling-off or refund rights. The availability of these rights depends on the nature of the transaction and applicable legal requirements.

Nothing in this policy excludes, restricts or overrides rights or remedies that cannot lawfully be excluded.

14. Contact Information

RE:DRAW operates from South Africa.

For refunds, cancellations or payment enquiries, contact accounts@re-draw.co.za.

For general enquiries, contact hello@re-draw.co.za.