Terms & Refunds

Welcome to the Fototec online store. These Terms and Conditions (“Terms”) govern your use of our website and the purchase of any products or services ordered through our online platform.

By placing an order or using this website, you agree to be bound by these Terms.

Trading Name: Fototec
Physical Address: Shop LG47, Watercrest Mall, Inanda Road, Waterfall, Durban, 3630
Contact Telephone: 061 434 2469
Contact Email: fototecwc@gmail.com

Fototec provides photo printing, ID and travel photos, document printing, image and canvas printing, photo restoration, photobooks, custom framing, graphic design/branding, scanning, and related print services.

Custom & Personalized Goods: Most services provided by Fototec involve custom printing, personalized photo production, or bespoke manufacturing tailored to user-uploaded files or physical originals.

File Quality & User Content: You are responsible for ensuring that all digital files, image uploads, and documents submitted for printing meet your required quality, resolution, and format standards. Fototec is not liable for low-resolution uploads, pixelation, cropping issues, spelling or grammatical errors present in submitted files, or poor source material provided by the customer.

Intellectual Property & Content Warranty: By submitting any image, logo, file, or document to Fototec, you warrant that you are the rightful owner of the copyright or have express authorization/license to reproduce the content. You agree to indemnify and hold harmless Fototec against any third-party claims, liabilities, or expenses arising from trademark or copyright infringement related to files submitted by you.

ID & Travel Photos: All ID, visa, and passport photos are taken and printed in strict accordance with standard official specifications (including dimensions, background colour, and head sizing). Customers are responsible for verifying any unique or recently updated embassy, consular, or government department requirements prior to placing an order. While Fototec guarantees compliance with official published specifications, Fototec is not responsible or liable for arbitrary or indiscriminate rejections by third-party processing centers, agency clerks, or external visa service handlers attempting to promote in-house photo services. In the event of a dispute, Fototec will verify print specifications and provide a complimentary reprint only if an actual technical defect or sizing error on our part is identified.

Pricing: All prices displayed on the website are in South African Rand (ZAR). Fototec reserves the right to adjust pricing at any time prior to order acceptance.

Payment Processing: Payments are processed securely via our merchant payment gateway provider, PayFast. Accepted payment methods include Visa, Mastercard, instant EFT, and other payment channels supported by PayFast. Full payment must be completed and confirmed before any custom printing, processing, or service production commences.

In-Store Collection: Unless delivery is explicitly selected during checkout, orders are to be collected at our physical store location: Shop LG47, Watercrest Mall, Inanda Road, Waterfall, Durban, 3630.

Completion Lead Times: Production and print processing times vary depending on the product type (e.g., standard photo prints vs. custom photobooks or framing). Estimated completion times will be provided upon order confirmation.

Courier Delivery (Where Applicable): Where delivery is arranged, lead times are estimates. Fototec is not liable for indirect losses caused by courier delays beyond our reasonable control.

To the maximum extent permitted under South African law:

• Fototec shall not be liable for indirect, incidental, or consequential damages resulting from the use of our services or website.
• In the event of loss or damage to customer-provided digital files or physical media (such as original photo prints provided for restoration or scanning), Fototec’s liability is strictly limited to replacing the media substrate or offering a reprint/store credit equal to the service value paid.

These Terms are governed by and construed in accordance with the laws of the Republic of South Africa. Any disputes arising in connection with these terms shall be subject to the jurisdiction of the South African courts.

At Fototec, we strive to deliver high-quality printing, imaging, and framing services. This policy outlines your rights regarding cancellations, returns, and refunds in accordance with the South African Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

The majority of products offered by Fototec (including Photo Prints, ID & Travel Photos, Document Printing, Canvas Prints, Photobooks, Custom Framing, and Graphic Design) are custom-made, personalized goods manufactured strictly to customer specifications.

Exclusion from Standard Cooling-Off Rights (ECTA Sec 42(2)(f)): In accordance with South African law, the standard 7-day online cooling-off period and return right does not apply to custom-printed, personalized, or made-to-order goods once production has commenced.

Order Cancellations Before Production: If you wish to cancel an order, you must contact us immediately at 061 434 2469 or fototecwc@gmail.com.

• If production or printing has not yet started, we will cancel your order and issue a full refund, subject to any small administrative transaction fee levied by the payment processor.
• If processing or printing has already commenced, the order cannot be cancelled, refunded, or altered.

We inspect all print jobs to maintain high-quality standards. If your order arrives damaged or incorrect due to a manufacturing defect or store error:

Notification: You must notify us within 7 days of receiving or collecting your order by emailing fototecwc@gmail.com with your order number, details of the issue, and clear photographic evidence of the defect or damage.

Remedies: Where an error or manufacturing defect on our part is verified (e.g., incorrect print size delivered, severe printing streaks, or physical frame damage), we will reprint and replace the defective item at no additional charge, or, if a reprint is not feasible, issue a full refund or store credit in accordance with the CPA.

Exclusions from Refund Policy: Refunds or free reprints will not be issued for:

• Low resolution, pixelation, or blurriness resulting from poor-quality uploaded image files.
• Colour variations between digital screen previews (RGB) and physical print outputs (CMYK).
• Customer spelling, typographical, or layout errors present in submitted files or approved proofs.
• Unwarranted rejections of ID/Passport photos by external clerks or third-party agencies where the photos comply with official government specifications.
• Damage occurring after collection or delivery due to mishandling or improper storage.

For non-customized, standard off-the-shelf retail products (e.g., standard picture frames or albums sold without custom printing):

• Customers may return unused, unopened off-the-shelf items within 7 days of delivery/collection (the minimum statutory cooling-off period under ECTA) for an exchange or refund, provided proof of purchase is presented and packaging remains intact.
• Return transport or courier costs for non-defective returns are the responsibility of the customer.

All approved refunds will be processed via the original payment method used through our gateway provider (PayFast).

Refunds processed via PayFast typically take 3 to 7 business days to reflect in your bank account or on your card statement, depending on banking institutions.

For any queries or assistance regarding returns, cancellations, or damaged items:

Email: fototecwc@gmail.com
Phone: 061 434 2469
In-Store: Shop LG47, Watercrest Mall, Inanda Road, Waterfall, Durban, 3630