Refund policy

Cancellation & Return Policy

At Cups-n-Things, we manufacture business-ready packaging solutions for commercial clients across hospitality, foodservice, corporate, institutional, healthcare, education, and distribution sectors. Because many orders are prepared, manufactured, printed, or packed according to business requirements, cancellation and return terms depend on the order stage and product type.

1. Order Cancellation Before Processing

Orders may be cancelled before they enter processing, production, packing, or dispatch preparation.

To request a cancellation, please contact Cups-n-Things as soon as possible with your order number, company name, and contact details.

If the order has not yet been processed, we will confirm the cancellation and arrange any applicable refund or account credit.

2. Orders Already in Processing

Once an order has entered processing, cancellation may no longer be guaranteed.

This includes orders that have already been:

  • Allocated for production
  • Picked or packed
  • Scheduled for dispatch
  • Prepared for bulk fulfilment
  • Assigned materials or production capacity

Where possible, Cups-n-Things will review the cancellation request and advise whether the order can still be stopped.

3. Custom Printed or Branded Orders

Custom printed, branded, or made-to-order packaging cannot be cancelled or returned once artwork has been approved and production has started.

This includes printed cups, custom packaging, branded sleeves, or any product manufactured according to approved artwork or customer-specific requirements.

Before production begins, customers are responsible for reviewing and approving all artwork, colours, quantities, and specifications.

4. Bulk and Special Orders

Bulk orders, reserved stock, special production runs, or customer-specific orders may be subject to cancellation fees if materials, labour, or production capacity have already been committed.

Bulk, reserved, or special-order items may not be eligible for return unless they are defective, damaged, or supplied incorrectly.

Any applicable cancellation fee will be communicated clearly before the cancellation is finalised.

5. Returns Eligibility

Returns may be considered where:

  • The incorrect product was supplied
  • The product arrived damaged
  • The product has a verified manufacturing defect
  • The order does not match the confirmed specifications

Returns are not accepted where:

  • Products have been used, opened, altered, or repacked, or where returns cannot be accepted due to food safety and hygiene regulations
  • Items were ordered incorrectly by the customer
  • Custom printed or branded goods were approved and produced according to the confirmed artwork
  • Products were damaged after delivery due to handling, storage, or misuse
  • Packaging has been stored outside recommended conditions

6. Return Request Window

Return requests must be submitted within 7 days of receiving the order.

To help us review the request efficiently, customers should provide:

  • Order number
  • Company name
  • Contact person
  • Photos of the product and packaging, where relevant
  • Description of the issue
  • Quantity affected
  • Delivery date

7. Return Review Process

Once a return request is received, Cups-n-Things will review the order details, product condition, and supporting evidence.

Where required, we may request that the affected goods be returned for inspection before a refund, replacement, or credit is approved.

Returned goods must be unused, in their original packaging, and in a condition suitable for inspection.

8. Approved Return Outcomes

If a return is approved, Cups-n-Things may offer one of the following, depending on the circumstances:

  • Replacement of affected goods
  • Account credit
  • Refund of the approved amount
  • Correction of the order, where applicable

Refunds or credits may exclude any costs already incurred, including approved artwork setup, production preparation, handling, or delivery-related charges.

9. Dispatched Orders

Orders that have already been dispatched cannot be cancelled.

Once dispatched, the order will fall under this Return Policy, where applicable.

10. Delivery Damage or Shortages

Any visible delivery damage or shortage should be reported as soon as possible after receipt.

Customers should keep the original packaging and provide clear photos so that the issue can be assessed properly.

Cups-n-Things will review delivery-related claims based on the condition of the goods, supporting evidence, and delivery records.

11. How to Request a Cancellation or Return

Please contact us with:

  • Order number
  • Company name
  • Contact person
  • Reason for cancellation or return
  • Confirmation of whether artwork or order specifications have already been approved
  • Photos or supporting documents, where relevant

Requests should be sent to:
info@cupsandthings.co.za

For urgent cancellation or return requests, please contact our team directly as soon as possible.