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Brandability
Returns

Returns & Refunds

Received something that isn’t right? We’ll help you put it right. Because branded goods are made to order, returns focus on faulty, damaged or incorrect items, here’s how it works.

Please note. Branded and personalised goods are produced to your approved artwork, so they can’t be returned or cancelled for a change of mind once artwork is signed off. Returns apply to goods that are faulty, damaged in transit, or not as ordered.

Branded & personalised goods

Branded and personalised items are produced to your approved artwork and specification, so they can’t be returned for a change of mind.

  • Once artwork is approved and branding has taken place, orders can’t be cancelled or returned.
  • Custom-made and specially imported goods are handled the same way.
  • No returns on branded goods and memory sticks, unbranded workwear with reflective tape, clearance or on-sale items, or gift sets once ordered.

Faulty or incorrect goods

If goods arrive faulty, damaged in transit, or the branding doesn’t match your approved proof, we’ll put it right.

  • Report transit damage or any concerns about the goods or packaging within 24 hours of delivery, with photos.
  • Report incorrect goods or branding in writing within 5 business days of receiving your order.
  • Once verified, we’ll repair, replace, reprint or refund the affected items at our discretion.

How to log a return

All returns and credits must be authorised in writing before goods are sent back, goods returned without authorisation can’t be accepted.

  • Email accounts@brandability.co.za or contact your Branding Consultant with your order or invoice number.
  • Tell us what’s wrong and include photos so we can assess it quickly.
  • We’ll confirm the next steps; return goods in their original packaging to the designated collection point.

Refunds

Approved refunds are credited back to your original method of payment once the returned goods are received and inspected.

  • Refunds are processed within 30 days of us accepting the returned goods.
  • Refunds under R50 (ex. VAT) are credited to your account against your next order.
  • Original delivery or courier costs are non-refundable, and non-faulty returns may attract a 25% handling fee.

Returns FAQs

Can I return a branded item if I change my mind?

Branded and personalised goods are made to your approved artwork, so they can’t be returned or cancelled for a change of mind once the artwork is signed off. Returns only apply to goods that are faulty, damaged or not as ordered.

My order arrived damaged or incorrect. What do I do?

Contact us as soon as possible. Report transit damage within 24 hours of delivery with photos, and report incorrect goods or branding in writing within 5 business days. Once we’ve verified the issue we’ll repair, replace, reprint or refund the affected items.

The apparel sizing looks slightly off. Is that a defect?

A tolerance of roughly 2cm is allowed between garment sizes because of normal manufacturing variables such as fabric displacement and seam allowances. For example, a Medium with a stated 51cm half-chest may measure between 49cm and 53cm. This is within tolerance and not considered a fault.

How long do refunds take?

Once we’ve received and inspected the returned goods, approved refunds are processed within 30 days back to your original payment method. Refunds of less than R50 (ex. VAT) are credited to your account and set off against your next order.

Need to log a return?

Log it online with your order number and the email you ordered with, no account needed. You can also email accounts@brandability.co.za or speak to your Branding Consultant.

Start a return Contact us