Last updated: 10/07/2026

This Returns, Refunds, Exchanges and Cancellations Policy applies to orders placed through the Comet Labels Express online store.

1. Standard online products

For standard, non-custom products purchased through the online store, return requests must be submitted within 7 days of receiving the order.

To be eligible for a return, the product must be:

• unused
• unopened
• in its original packaging
• in a resalable condition

Customers are responsible for return shipping costs unless the return is due to an error by Comet Labels Express or where otherwise required by law.

2. Custom, printed or made-to-order products

Custom, printed, personalised, branded or made-to-order products cannot be returned, refunded or exchanged for a change of mind once production has started.

This does not affect a customer’s rights where goods are defective, unsafe, materially different from the approved specification or supplied incorrectly due to an error by Comet Labels Express.

3. Damaged, defective or incorrect orders

If you receive an order that is visibly damaged, defective or incorrect, please notify us as soon as possible, preferably within 48 hours of delivery, so that we can investigate the matter promptly.

Please email us with:

• your order number
• a description of the issue
• clear photographs showing the damaged, defective or incorrect item
• photographs of the packaging, where relevant

The 48-hour reporting period helps us resolve courier and fulfilment issues quickly. It does not limit any rights you may have under applicable South African consumer protection laws.

Where goods are confirmed to be defective, damaged or supplied incorrectly due to an error by Comet Labels Express, we will arrange an appropriate remedy in line with applicable law. This may include replacement, refund or another suitable resolution, depending on the circumstances.

4. Refunds

Approved refunds will be processed to the original payment method where possible.

Refunds are usually processed within 5 to 10 business days after the returned goods have been received and inspected.

Processing times may also depend on the payment provider or bank.

Original delivery charges are not refundable for voluntary or change-of-mind returns, unless otherwise required by law or where the return is due to an error by Comet Labels Express.

5. Customer ordering errors

Customers are responsible for checking product sizes, materials, quantities, core sizes and other product selections before placing an order.

If a customer orders the incorrect standard product, Comet Labels Express may, at its discretion, offer an exchange, provided that:

• the goods are unused
• the goods are unopened
• the goods are in their original condition and packaging
• the return request is made within 7 days of delivery
• the product is not custom, printed, personalised, branded or made to order

No cash refund will be issued where the customer ordered the incorrect product and Comet Labels Express agrees to an exchange.

If the replacement product is of a higher value, the customer must pay the price difference before the replacement goods are released or dispatched.

If the replacement product is of a lower value, no cash refund, store credit or credit balance will be issued for the difference.

6. Order cancellations

Orders may be cancelled before production or dispatch has started.

Once a standard product has been dispatched, the return process will apply.

Once production of a custom, printed or made-to-order product has started, cancellation may no longer be possible or may be subject to production costs already incurred.

7. How to request a return, refund or exchange

To request a return, refund or exchange, please contact us first. Do not send products back without contacting us.

Email: labels@cometexpress.co.za
Phone: 076 869 8597

Please include your order number and a clear explanation of the issue.

8. Contact us

For returns, refunds, exchange or cancellation enquiries, please contact:

Comet Labels Express (Pty) Ltd
Email: labels@cometexpress.co.za
Phone: 076 869 8597