Returns & Refunds Policy
At BrandFX, we stand behind the quality of our craftsmanship. If you are not entirely satisfied with your purchase, our concierge team is here to ensure a smooth return or exchange process.
1. Return Window
In accordance with South African consumer standards and Google Merchant Center requirements, we offer a 30-day return window from the date of delivery.
Defective Goods: May be returned for repair, replacement, or a full refund.
Change of Heart: Eligible for return within 30 days, provided the items meet the conditions below.
2. Eligibility & Condition
To qualify for a return, your item must be:
Unused, unwashed, and in its original, pristine condition.
In the original packaging with all brand tags and labels attached.
Free from any signs of wear, perfume, or alterations.
3. Custom & Personalized Items (Exclusions)
Please note that in accordance with the Consumer Protection Act, items that have been custom-branded, personalized, or made-to-order cannot be returned for a “change of heart.”
Returns on these items are only accepted if there is a material manufacturing defect or if the branding deviates from your approved digital mockup.
4. How to Return (PAXI Integration)
We have partnered with PEP PAXI to make your return process effortless.
Request a Token: Email info@brandfx.co.za with your order number.
Receive Your Token: We will issue you a digital PAXI Return Token.
Drop Off: Visit any of the 2,800+ PEP points nationwide. Purchase a PAXI bag (approx. R5), seal your item inside, and provide the cashier with your Return Token.
Tracking: You will receive an SMS confirmation once the parcel is scanned.
5. Return Shipping Fees
Defective/Incorrect Items: BrandFX will cover all return shipping costs via PAXI.
Change of Heart: For non-defective returns, a flat return fee of R90 will be deducted from your final refund to cover the PAXI transit costs.
6. Refunds & Processing
Once your return is received and inspected at our Gauteng studio:
We will notify you of the approval or rejection of your refund via email.
Approved Refunds: Will be processed to your original payment method within 5–7 business days.
Exchanges: If you require a different size (for non-branded stock), we will dispatch the replacement once the original is received.