Artwork Review & Revisions
Each project includes up to 2 rounds of revisions (minor changes only). Examples: adjusting text size, minor repositioning.
Additional revisions beyond the included revisions with will charged in 15 minute increments at a rate of R100.
What counts as a Revision:
Changing size, layout, or design details, Replacing or editing text, Providing new artwork after approval round
What does not count as a revision:
Fixing an error caused by us, technical setup adjustments needed for cutting/engraving.
Please review proofs carefully before approving.
Materials
Material Condition & Responsibility
Materials supplied by the customer must be clean, flat, and free from debris, protective film, or residue prior to engraving or cutting.
If a protective film is left on intentionally, the customer must confirm this in writing. Engraving or cutting through
film may affect results and is done at the customer’s own risk.
When materials are supplied by the customer or another supplier, Hutchings Customs cannot be held responsible
for:
• Scratches, dents, or marks present before engraving
• Coating inconsistencies or unseen defects
• Damage caused by hidden imperfections, adhesives, or coatings
• Laser processing may highlight or reveal pre-existing imperfections that were not visible before engraving.
Material Variances & Natural Imperfections
Laser engraving and cutting involve natural materials and manufactured products that may vary from batch to
batch. These variations are a normal characteristic of the process.
• Wood & Veneers:
Grain patterns, colors, and densities will vary between sheets. Engraving contrast and tone may differ as a result.
• Acrylics & Plastics:
Minor color differences, internal stress marks, or surface patterns can occur. These are production characteristics
of the material.
• Metals (Including Brushed Stainless Steel):
Differences in tone, grain direction, or reflectivity may appear between sheets or batches. Brushed finishes can
make small scratches or imperfections more visible once engraved.
• Coated or Painted Surfaces:
Coating thickness or chemical composition can affect engraving color or depth.
While we inspect materials before processing, some imperfections may only become visible after engraving or
cutting. These are considered natural material characteristics, not workmanship defects.
Outsourced Metal Work
For metal materials (including stainless steel, aluminum, brass, etc.), cutting and/or supply may be outsourced to a
trusted third-party specialist.
Hutchings Customs is not responsible for imperfections, film residue, or surface variations resulting from the
supplier’s material or processing.
All outsourced materials are inspected visually before engraving, but hidden or surface-level imperfections may not
be visible until after processing.
Outsourced Metal Work
Estimated completion times are provided as a guide. Actual lead times are subject to workflow and scheduling.
Jobs are processed in the order of receipt and payment; if multiple orders are submitted at the same time, priority
will be given to the order that is paid first.
Delays may also occur due to material supply, outsourced work, or unforeseen technical issues.
Hutchings Customs will communicate any delays promptly but cannot be held responsible for schedule changes
beyond our control.
Supplied Artwork & Intellectual Property
All artwork, logos or content supplied for engraving or cutting is original and legally authorized for use.
Hutchings Customs can not be held liable for any artwork, logos or content supplied that is not original or has not been legally authorized for use including engraving and cutting.
Cleaning, finishing & aftercare
Engraved surfaces may change appearance over time depending on cleaning, polishing, or environmental
exposure. Hutchings Customs cannot be held responsible for changes resulting from improper care or handling
after delivery.
Warranty/guarantee
Hutchings Customs guarantees workmanship in accordance with approved proofs.
No warranty is provided for material properties, natural variances, or defects present before engraving.
Payment Terms
• All work is carried out only after the customer has accepted and paid the official quotation in full, unless otherwise
agreed in writing.
• Payment of the quotation serves as confirmation that the customer has reviewed and accepted the details, pricing,
and terms of this policy.
• Quotations are valid for 7 days from the date issued.
• Additional charges may apply for changes made after quotation approval (e.g., extra revisions, material changes,
or new artwork requests).
Approval & Acceptance
Please inspect all materials before supplying them to Hutchings Customs, as materials provided by the customer
will be deemed accepted by the customer and free of defects.
Please review proofs carefully before approval.
Once final approval is received and production is completed, the job is considered accepted as-is.
Hutchings Customs shall not be liable for:
• Variations in engraving appearance due to material differences.
• Surface marks, scratches, or tonal variations revealed during processing.
• Hidden defects within supplied or externally sourced materials.
Cancellations & Refunds
Custom and Personalized Products
16.1 Custom and Personalized Products
-
All custom-made, engraved, or laser-cut items are non-returnable and non-refundable once production has begun, as they are made specifically to the customer’s request and cannot be resold.
-
Refunds, remakes, or replacements will only be considered if:
-
The final product differs materially from the approved proof or quotation, or
-
There is a clear workmanship or production defect caused by Hutchings Customs.
-
-
Natural variations in tone, color, grain, or engraving appearance are not considered defects.
-
Customers must notify Hutchings Customs of any concerns within 3 business days of receiving their order and must provide clear photographs and details of the issue for assessment.
-
If a genuine error is confirmed, Hutchings Customs will, at its discretion, repair, replace, or remake the affected product.
Standard (Non-Custom) Products
-
Standard, non-personalized items (such as pre-made or off-the-shelf products) may be returned within 7 days of receipt, provided that:
-
The item is unused, undamaged, and in its original packaging, and
-
Proof of purchase is provided.
-
-
The customer is responsible for return shipping costs, unless the product supplied was incorrect or defective.
-
Refunds will be processed only after the returned item has been inspected and confirmed to be in resaleable condition.
-
Shipping, handling, and setup fees are non-refundable.
Invalid Return Reasons
-
Returns or refunds will not be accepted for reasons unrelated to workmanship or quality.
-
Invalid reasons include, but are not limited to:
-
Change of mind or design preference
-
Differences between digital proofs and final product appearance
-
Variations in color, tone, or grain inherent to natural materials
-
Minor imperfections or surface inconsistencies that do not affect function or legibility
-
-
Once the artwork has been approved and production has started, the order is considered final and non-refundable.
Damaged or Faulty Items
-
If an item arrives damaged due to courier or transport handling, the customer must notify Hutchings Customs within 48 hours of delivery.
-
Photos of both the packaging and the damaged item are required for assessment and to support any courier claim.
-
Where appropriate, a replacement or credit will be arranged once the damage has been verified.
Order Cancellations
-
Orders can be cancelled before production begins, subject to a design/setup fee if artwork or layouts have already been prepared.
-
Once engraving or cutting has started, cancellations and refunds are not permitted.
-
Any approved refunds will be processed using the original payment method within 7–10 business days.
Summary
-
Custom products: non-returnable, except for verified defects.
-
Standard products: returnable within 7 days, in resaleable condition.
-
No returns for “change of mind” or material variances.
-
Defective or incorrect products will be repaired, replaced, or refunded at the discretion of Hutchings Customs.
Material Safety
Certain materials (e.g., PVC, vinyl, fiberglass, or coated metals) produce toxic fumes or damage equipment when
lasered.
Customers must declare all materials supplied for processing. Hutchings Customs reserves the right to refuse
unsafe or unsuitable materials.
Digital Proofs
Digital artwork proofs are provided for layout and content confirmation only.
Colours, tones, and engraving contrast may differ slightly between the digital proof and the final result due to screen
calibration, lighting, and material properties.
Storage & Uncollected Orders
Completed orders must be collected within 3 days of notification.
After this period, Hutchings Customs may charge a storage fee or dispose of items at its discretion.
Hutchings Customs is not responsible for loss or damage to items left uncollected beyond this period.
Installation & Callouts
Hutchings Customs does not provide installation services as part of standard orders.
If installation is requested, it will be treated as a separate service subject to a callout fee based on distance and
time.
By requesting installation, the customer acknowledges that:
• Hutchings Customs’ responsibility ends once the product is installed and signed off on-site.
• Hutchings Customs is indemnified against any damage, failure, or alteration to the installed item after
completion, including damage caused by handling, environmental factors, or misuse.
• Subsequent adjustments, removals, or reinstallations will incur additional charges.
Force Majeure
Hutchings Customs shall not be liable for any delay or failure to complete work due to causes beyond its
reasonable control, including but not limited to power outages, equipment failure, supplier delays, illness, or
natural events.