Returns and Refunds Policy

1. Returns and Refunds

If you are not entirely satisfied with your product(s), please view our procedures for returns and refunds below.

1.1 The Company shall, subject to the exclusions provided for below and the provisions relating to any return of products, allow the return of products, within seven days of the date of receipt by you of the products.

1.2 Once products have been received by the client, the Company has no control over it. As such we do not accept responsibility for any damages or shortages not reported within 24 hours after delivery.

1.3 The provisions of this agreement relating to the return of goods and cancellation of any agreement to provide services shall not apply if:

1.3.1 any products and services are acquired by auction;
1.3.2 the supply of products which comprise foodstuffs, beverages, or other goods intended for everyday consumption at the home or workplace of the customer;
1.3.3 to services which commenced with the customers consent, (either express or implied) prior to the expiry of the seven day period;
1.3.4 where the price of the products or services depends on fluctuation in financial markets beyond the control of the Company;
1.3.5 where the products are personalised or made to the customer’s specifications;
1.3.6 where the products are perishable or will expire rapidly;
1.3.7 where the products by reason of their nature cannot be returned

1.4 Whilst every effort has been made to fulfill all orders correctly, should you take our goods to an external branding company, we ask that you check all items received BEFORE they get branded.

1.5 The Company cannot accept returns on incorrect items which have already been branded regardless of whether it’s the Company’s fault or not.

1.6 It may take up to a week to carefully check the products that are returned and once we are satisfied that the products are fit for resale we will issue the refund or credit note.

1.7 In the case of products being sent by courier to regions outside of Johannesburg (i.e. Durban, Cape Town etc), clients have 72 hours from time of collection by courier, to report missing or damaged items. No claims will be entertained thereafter.

1.8 Any collected product(s) that is on special or has been discontinued, will not be acceptable for retuning, unless the said product(s) is damaged or faulty.

1.9 We do not accept returns or changes to orders for items that need to be assembled – eg. PEN-730.

2. Return of Products

2.1 If incorrect, damaged or faulty products are supplied by Brand Innovation, Brand Innovation will exchange the product(s) for a new one. This exchange will only occur if the incorrect, damaged or faulty product (s) is returned in its original packaging including its warranty, manuals and all accessories within 7 days after the delivery of the product(s) to you.

2.2 If there are any issues with any order, Brand Innovation must be notified in writing within 24 hours of receipt of the goods.

2.3 Any incorrect, damaged or faulty product(s) will be replaced with new product(s) by Brand Innovation within a reasonable time. 

2.4 All items need to be returned in their original packaging.

2.5 Regarding refunds, monies that are outstanding will be paid back into the original bank account from which the payment was made for the order.

2.6 If the seal on technology items is broken, we will not accept the product(s) back. As this is considered a used item.

2.7 Branded Products collected may not be returned, unless there is a fault. This can only occur in the case of approval from Brand Innovation within 24 hours of delivery collection, where you will be accountable for a 25% handling and admin fee. No returned product(s) will be accepted without written consent from Brand Innovation and the corresponding invoice or proof of purchase.

3. Cancellation Policy

3.1 Any written orders, either via fax or email, constitute a contract that you are bound to and is enforced by the law.

3.2 Cancellation of an order will only be accepted on the conditions that:

3.2.1 The Product(s) are unbranded.
3.2.2 The Product(s) are returned in their original state and in their original packaging, to Brand Innovation within 7 days after the product(s) have been delivered to you.
3.2.3 The Product(s) have not been used or otherwise tampered with in any way.

3.3 Brand Innovation reserves the right to charge a 25% handling and admin fee, for orders cancelled. The penalty fee is at the discretion of Brand Innovation. Brand Innovation will, however, be entitled to recover from you the direct cost of purchasing the products.

3.4 Brand Innovation will be permitted to retain any payment that has already been received from you, regarding delivery fees, in the case of the product(s) already delivered to you before the cancellation of your order, as demonstrated above.

3.5 The return of a product(s) to Brand Innovation will be at your cost. Please note, the original invoice or proof of purchase needs to be present.

3.6 In the case of cancelling your payment or in the event of your Credit Card ceasing to be valid for any reason, you will be liable to pay the full purchase price to Brand Innovation, including the incurred costs by Brand Innovation regarding any product(s) already delivered to you and product(s) that you have not returned to Brand Innovation as demonstrated above.

3.7 For clients’ who are on account, no cancellation of orders will be accepted once final approval of artwork has been received.

3.8 Orders for clients on payment terms many not be cancelled after branding has commenced or stock has been specifically bought for the order.

3.9 Without prejudice to any other rights or remedies in law, Brand Innovation shall be entitled to cancel forthwith any sale and/or your registration if you should breach any of your obligations.

3.10 In the case of an order not paid within the 10 working days; the order will be cancelled, products will be returned to stock and a 25% handing fee will be charged.

3.11 Cancelled orders where the layouts have been completed, incur a R200 layout fee excluding VAT per layout will be levied. Regardless if we can meet your deadline or not, with the exception that the branding deadline has been specified to your Sales Executive upon the placement of your order.

3.12 Any collected product(s) that is on special or has been discontinued, will not be acceptable for retuning, unless the said product(s) is damaged or faulty.

3.13 No further orders will be processed until cancellation fees are paid.

4. Warranties

4.1 Please note that warranties are not applicable to ordinary wear and tear.

4.2 Brand Innovation and/or manufacturer of the product(s) will not be in obligation of honouring any warranties applicable to products that have been changed in conflict of the instructions, or after delivery to the delivery address provided by you, the products or property in which the products are installed have been subject to abuse or misuse.

5. Sample Policy

5.1 Samples are available for purchase and collection.

5.2 Samples with an individual product price of less than R50 excluding VAT may not be returned.

5.3 Samples with an individual product price of R50 excluding VAT or more may be returned for a refund or credit.

5.4 Samples must be returned in original condition as well as original packaging so that a refund/credit can be ensured.

5.5 It may take up to a week to carefully check samples that are returned and once we are satisfied that samples are fit for resale we will issue the refund or credit note.

5.6 Damage to any part of sample or packaging will result in samples not being accepted for return.

5.7 Importantly, when returning samples, the original invoice relevant to the samples needs to accompany the returned goods before a credit note will be issued and a refund effected.


If you have any questions or concerns arising from this privacy policy, please contact us:

Call 0861 111 954 from within South Africa.
+27 21 674 1561 from outside of South Africa.