Returns & Refunds Policy

This Returns & Refunds Policy explains when returns, replacements, credits, or refunds may apply for products and services purchased from Brand Revival.

Because many of our items are custom-made, printed, branded, or produced to order, returns are handled differently than standard retail items.

1) Custom / Made-to-Order Items (Important)

Most of the products we supply (including branded promotional items, printed materials, customised apparel, signage, and any items produced on request) are made to order.
For this reason:

• Change-of-mind returns are not accepted for custom-made, printed, personalised, or branded items.

• If you approve artwork/proofs and production begins, the order is treated as final (see Artwork Approval below).

This does not affect your rights where goods are faulty/defective or not as ordered (see Section 4). (South African consumer law provides an implied warranty of quality and does not allow blanket “no returns” for faulty goods.)

2) Artwork, Proofs & Final Approval

If your order requires artwork or a print proof, we will send a digital proof / layout for approval before production.

By approving the final proof, you confirm that you have checked and accepted, including but not limited to:

• spelling, grammar, names, dates

• layout and positioning

• colours (within normal print tolerances)

• sizes, quantities, product selection, and finishing

• logos and artwork quality

Once final approval is received, we are not responsible for errors that were visible on the approved proof.
If changes are required after approval, it may cause delays and/or additional costs.

3) Cancellations & Order Changes

Because production and supplier processing often start immediately:

• Cancellations or changes are only possible before final approval and/or before production begins, where feasible.

• If a cancellation is approved after processing has begun, supplier/admin/handling fees may apply (fees vary by supplier and order stage).

• Orders cannot be cancelled once final artwork approval has been received and production has started. 

4) Faulty, Defective, Damaged, or Incorrect Items

We will assist with a replacement, repair, or refund/credit where applicable if:

• the item is defective/faulty

• the item delivered is not what was ordered

• the item is damaged in transit (see Section 5)

For defective/faulty goods, South African consumer law generally provides a right to a repair/replacement/refund within six months, depending on the circumstances. 

What is NOT considered a defect (examples):

• spelling/design mistakes that were present on an approved proof

• minor colour variation between screens and print (printing and substrates can vary)

• slight placement variation within normal production tolerances

• normal wear and tear, misuse, improper washing/care, or handling after delivery

5) Reporting Timeframes (So we can help fast)

To process a claim, you must notify us in writing within:

• 48 hours of delivery/collection for wrong items / missing items / obvious transit damage, and include clear photos.

• 7 days for other visible issues you only notice after unpacking (with photos).

• For defects that appear later, notify us as soon as possible with supporting details.

(Waiting too long can affect supplier acceptance.)

6) How to Request a Return / Replacement / Refund

Email hello@brandrevival.co.za with:

1. Order number

2. Description of the issue

3. Photos/videos showing the problem clearly (including packaging if damaged)

4. Quantity affected

5. Whether you are requesting: replacement, repair, or refund (where applicable)

We’ll confirm the next steps, including whether the product must be returned and where to send it.

7) Return Conditions (If a return is approved)

If a return is required:

• Items must be returned unused, where applicable, and in original packaging (unless the issue is a manufacturing defect).

• Returns sent without approval may be refused.

• Return shipping is handled case-by-case depending on the reason for return.

8) Refunds (If approved)

If a refund is approved:

• Refunds are processed to the original payment method where possible, or via EFT by arrangement.

• Processing time depends on bank/payment provider timelines.

• Shipping fees are generally non-refundable unless the return is due to our error or a verified defect.

9) Third-Party / Supplier Fulfilment

Some items are sourced and fulfilled through third-party suppliers. Where applicable, supplier terms and lead times may apply (including possible handling/admin fees for approved returns/cancellations). 

We’ll always advocate on your behalf, but we may need to follow the supplier’s inspection and approval process.

10) Contact

Brand Revival
Email: hello@brandrevival.co.za
Phone/WhatsApp: +27 61 058 0438
Business hours: Monday-Friday, 08:00-16:00