Refund & Cancellation Policy
Last updated: 4 October 2026
In short
- Changed your mind? Full refund if you cancel before your order goes into laser cutting.
- Our mistake? We'll re-cut the affected parts for free, or refund them. You choose.
- Parts are made to your design, so we can't take them back once cutting has started unless there's a fault on our side.
1. Cancelling an order
You can cancel for a full refund, including shipping, any time before your order moves into laser cutting. You can see this on the order tracker in your account: cancellation is open while the order shows Order Received or Sent for Cutting.
To cancel, email orders@quickcut.co.za with your order number (for example Q11350). The cancellation is effective from the time we receive your email.
Once cutting has started, material has been used to your specification and the order can't be cancelled.
2. Why custom parts can't be returned for a change of mind
Every part is made to your own drawing and specifications. Under the Electronic Communications and Transactions Act (section 42) and the Consumer Protection Act, the cooling-off period and change-of-mind returns don't apply to goods made to a customer's specifications. This doesn't affect your rights if a part is defective (see below).
3. If something is wrong because of us
We'll put it right if a part:
- doesn't match your submitted file, material, thickness, quantity or finish, beyond the tolerances below;
- has a manufacturing defect, such as a bad cut, incorrect bend or failed powder coat; or
- arrives damaged in transit.
For affected parts, you choose between:
- a free re-cut, delivered at our cost; or
- a refund of what you paid for those parts, plus the shipping cost if the whole order was affected.
How to report a problem
- Email orders@quickcut.co.za with your order number, a description of the problem and photos.
- Please tell us as soon as you can, ideally within 14 days of delivery, and keep the parts. We may ask you to send them back at our cost so we can check them.
- We'll confirm what we'll do and arrange the re-cut or refund.
Reporting within 14 days just helps us investigate. It does not shorten your rights under the Consumer Protection Act. If you are a consumer, section 56 gives you an implied warranty of quality for six months after delivery.
4. What isn't a defect
- Errors in your file or order: wrong dimensions, scale or units, missing or extra geometry, the wrong material or thickness selected, or bend information you didn't supply. We make exactly what you send. Please check your file with our file preparation guide.
- Normal manufacturing tolerances: cutting within ±0.2 mm (typically ±0.1 mm on sheet up to 3 mm), and bending within ±1 mm and ±1°.
- Normal laser-cutting characteristics: light heat tint or discolouration near the cut edge, small pierce marks, and minor surface marks on raw (uncoated) sheet.
- Damage from misuse, modification, or wear and tear after delivery.
If you're unsure whether a problem is covered, contact us anyway. We'll look at it fairly.
5. How refunds are paid
Refunds go back to the payment method you used through PayFast, or by EFT to a bank account you give us if that isn't possible. We aim to process approved refunds within 10 business days. Your bank may take a few extra days to show the money.
6. Contact
Madvatise Marketing (Pty) Ltd t/a QuickCut
24 Lewis Road, CJJ Industrial Park, Strubenvale, Springs, 1559, Gauteng
orders@quickcut.co.za
This policy forms part of our Terms & Conditions.