Returns & Claims Policy.
When a claim qualifies, what evidence we need, how long you have, and which remedies are available.
Last updated: 6 May 2026
This Returns & Claims Policy forms part of Fabrixa’s Terms of Service and applies to business customers (“Customer”). Capitalised terms not defined here have the meaning given in the Terms of Service.
1. Key principle: print-on-demand / custom products
1.1 Products are made-to-order and customised based on Customer specifications and/or Customer-supplied Artwork.
1.2 Therefore, Fabrixa does not accept “no-fault returns” (buyer’s remorse, wrong size chosen, preference change, etc.) unless explicitly agreed in writing.
2. What qualifies for a claim
Customer may submit a claim where one of the following applies and is attributable to Fabrixa:
2.1 Misprint or material production defect (e.g., significant printing flaw, major damage caused in production).
2.2 Wrong item received (wrong product/variant compared to the Order).
2.3 Damage on arrival attributable to packaging/handling before carrier possession (or as otherwise determined by investigation).
2.4 Missing item(s) where the shipment was confirmed as incomplete by Fabrixa’s fulfilment investigation.
Notes. Minor colour variance, small placement variance, and batch differences may occur in reactive printing and are not defects if within reasonable industry tolerances. Mockups/previews are illustrative and may differ from physical output.
3. Claim window (time limit)
3.1 Customer must submit claims within 30 days of delivery date (carrier “delivered” status) or, if no delivery scan exists, within 40 days of shipment date.
3.2 Claims submitted after the window may be rejected.
4. Required evidence
4.1 Customer must provide:
- (a) Order ID and (where applicable) shipment/tracking reference,
- (b) clear photos showing the issue (and packaging photos if damage on arrival),
- (c) description of the issue, quantity affected, and preferred remedy request (reprint/credit/refund).
4.2 Fabrixa may request additional information and may request return of the item for inspection in exceptional cases.
5. Returns (generally not required)
5.1 Physical return is generally not required unless Fabrixa requests it for investigation.
5.2 If Fabrixa requests a return, Customer must ship the item within 7 days using a method specified by Fabrixa. If Customer fails to comply, the claim may be denied.
6. Remedies
6.1 If a claim is approved, Fabrixa will provide one of the following remedies at its discretion:
- (a) Reprint/reproduction and reshipment,
- (b) Credit to Customer account/wallet,
- (c) Refund (full or partial), where appropriate.
6.2 Fabrixa may choose the most efficient remedy based on the nature of the issue, inventory/material constraints, and shipping feasibility.
7. Exclusions (not covered)
Claims may be rejected if they arise from:
7.1 Customer-supplied errors (wrong files, low-resolution artwork, incorrect sizing/variant selections, wrong shipping address).
7.2 End Customer preference, changed mind, wrong size selection, style expectations, or remorse.
7.3 Normal reactive print variations within tolerances (colour/placement/batch variance).
7.4 Wear-and-tear, misuse, incorrect washing/care, or damage after delivery.
7.5 Delays caused by carriers, customs, or force majeure (shipping delays alone do not qualify as defects).
8. Duplicate orders / customer system issues
8.1 Customer is responsible for preventing unintended duplicate Orders.
8.2 Where duplicate Orders occur due to Customer systems/integration, such Orders are not refundable once accepted/processed and will be treated as normal Orders unless Fabrixa confirms otherwise in writing.
9. Chargebacks & set-off
9.1 Customer must not initiate chargebacks or payment reversals for approved Orders based on End Customer disputes, no-fault returns, or delays outside Fabrixa’s control.
9.2 Nothing in this Policy limits Customer rights where mandatory law applies.
10. Changes to this policy
Fabrixa may update this Returns & Claims Policy from time to time by publishing a new version on the website and changing the “Last updated” date. Continued use of the Services after the effective date constitutes acceptance.
11. Contact
Claims and returns support: contact our team.
Returns and claims, answered
What counts as a valid claim on a Fabrixa order?
A Fabrixa claim qualifies when the issue is attributable to Fabrixa: a misprint or material production defect, the wrong item received, damage on arrival caused before the carrier took possession, or items missing from a shipment that Fabrixa’s own investigation confirms was incomplete. Minor colour or placement variance within normal reactive-printing tolerances does not qualify.
How long do I have to submit a claim for a Fabrixa order?
A Fabrixa claim must be submitted within 30 days of the delivery date shown by the carrier. If there is no delivery scan, the window is 40 days from the shipment date instead. Claims submitted after these windows may be rejected, so it helps to check a shipment as soon as it arrives.
What happens if a package arrives damaged?
Damage on arrival qualifies for a claim when it is attributable to packaging or handling before the carrier took possession of the parcel. The customer must submit clear photos of the damage, including the packaging, along with the order ID and shipment reference, within 30 days of delivery. Fabrixa then resolves approved claims with a reprint, account credit or refund.
Does Fabrixa accept returns if I simply change my mind?
Fabrixa does not accept no-fault returns such as buyer’s remorse, a wrong size chosen, or a change of preference, because every product is made to order. A claim is only accepted when the issue is attributable to Fabrixa, for example a production defect or the wrong item received, and must be submitted with evidence within the claim window. Exceptions require written agreement in advance.
Does Fabrixa require me to physically return a faulty item?
Physical return is generally not required for a Fabrixa claim, and only happens when Fabrixa specifically requests the item for inspection in exceptional cases. If a return is requested, the customer must ship the item within 7 days using the method Fabrixa specifies. Not complying with that request can result in the claim being denied.
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