Returns & Claims Policy.

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.