Check the roll the same day it lands
When stock arrives in Westmead, Pinetown or at a site in Durban, Johannesburg, Cape Town, Pretoria or Pietermaritzburg, please open the cartons and check the contents as soon as practical. This helps identify issues while the roll count, core size, winding direction and label face stock can still be verified against the dispatch note.
A roll that is delayed in opening can be harder to assess, particularly if it has already been loaded into a printer or slit for use.
What counts as a returnable supply problem
We deal with supply issues that can be confirmed from the order and the goods received. These are usually straightforward to sort out when details are clear and the material has not been altered beyond normal inspection.
- Wrong label size, roll length or core size supplied
- Incorrect adhesive type for the intended surface
- Face stock not matching the approved specification
- Damage in transit, such as crushed cores or moisture affected cartons
- Thermal rolls that are not compatible with the stated printer type or winding direction
Where the stock has been printed, slit, rewound, stored badly, or used for a production run, the assessment changes. Humidity near the coast, dusty warehouses and heat exposure can also affect adhesive performance, so handling conditions are part of the review.
How to send through a return request
Send the issue through the enquiry form on our contact page and include the order number, product description and a short note on what went wrong. Clear photos help a great deal, especially where the issue involves core damage, mixed rolls, wrong unwind direction or carton damage.
- Photo of the outer carton and label on arrival
- Photo of the roll ends, cores and any visible defect
- Photo showing the label face stock or thermal coating if relevant
- Note the quantity affected and whether any rolls were already used
- Share your printer model only if compatibility is part of the issue
Once the details are received, the matter can be reviewed against the dispatch record and the product specification. That keeps the process fair and avoids guesswork.
What we look at before a credit or replacement
Each case is checked on its own facts. For label stock, that means looking at the adhesive type, liner condition, face stock, roll diameter and whether the material was supplied to the agreed spec. For thermal rolls, we check whether the roll is direct thermal or thermal transfer, the core size, unwind direction and printer fit.
We also consider how the stock was handled after delivery. Rolls left in direct sun, near water or in a back room with high dust levels can change in performance. If a carton was opened and the stock mixed with other rolls, it can be harder to separate a supply fault from a handling issue.
Packing mistakes, transit damage and the odd warehouse mix-up
If the wrong item was packed, or a parcel was damaged in transit, tell us quickly and do not keep using the stock. That helps protect both sides and allows the matter to be resolved without delays in your line. In most cases we will ask for the affected rolls to be set aside until the review is complete.
- Keep the stock in its original carton where possible
- Do not relabel or trim the rolls before approval
- Keep damaged items separate from usable stock
- Retain the delivery note and packing slip
- Note any signs of wet cartons, crushed cores or loose labels
For businesses in logistics and retail, a clean record is often the difference between a quick replacement and a longer review.
Settling the matter and planning the next dispatch
Once the issue is confirmed, we will work through the practical outcome, whether that is replacement stock, a correction on the next dispatch, or another fair resolution based on the case. Where the fault sits with the supplied goods, we move promptly so your packing or coding work can carry on with as little interruption as possible.
If the matter points to a printer fit check, winding direction or adhesive matching issue, we can also review the original specification and advise on a better fit for the next order. That is often helpful for customers using different printers across branches in South Africa or running mixed applications in one plant.
If a label run had an issue that was resolved, we can note it on your file so the next batch is checked more closely. That saves time when you are juggling dispatch schedules, stock rotation and municipal operating hours.
