At a Glance
Fair, Transparent Refunds & Returns
We want your ordering experience to be completely worry-free. Whether you need to cancel a pre-order before school dispatch or request a replacement for a damaged item, our clear rules protect your purchase every step of the way.
100% Pre-Order Refund WindowFull refunds are available for pre-orders cancelled up to 14 days before scheduled school delivery or dispatch.
Secure Payment ProcessingRefunds are credited back directly to your original payment method (Credit Card, Debit Card, or EFT) within 3 to 7 business days.
Because Pexpacks operates primarily on a pre-order model aligned with the annual South African school calendar, inventory purchasing and customized kit assembly are scheduled based on customer demand.
- Pre-Order Cancellation Window: You may cancel your pre-order for a 100% full refund up to 14 calendar days prior to the start of scheduled school deliveries or parcel dispatch.
- Late Cancellations: Cancellations requested within 14 calendar days of scheduled school dispatch may incur a 10% administrative and repacking fee if kit assembly has already commenced.
- How to Cancel: To cancel an unfulfilled pre-order, simply email orders@pexpacks.co.za with your order reference number and contact details.
If you are not fully satisfied with your stationery purchase after receiving it, you may request a standard return under the following conditions:
- Return Window: Return requests must be logged within 14 calendar days of receiving your package.
- Item Condition: Items must be unused, unopened, complete in their original packaging, and in resaleable condition. Individual stationery items removed from sealed grade packs cannot be returned individually.
- Return Shipping Costs: For change-of-mind returns, the customer is responsible for return shipping or courier costs back to Pexpacks Supplies.
We take extreme care in assembling and packaging each grade kit. However, if you receive a damaged product, manufacturing defect, or incorrect item:
- Notification Period: Please notify us within 7 calendar days of receiving your order by emailing orders@pexpacks.co.za. Please attach clear photos of the issue and your order confirmation.
- Resolution: Upon verification, Pexpacks will arrange a replacement, exchange, or 100% full refund at zero additional cost to you. We will cover all associated collection and re-delivery courier fees.
Summary of Terms & Conditions Matrix:
| Scenario | Timeframe | Refund / Action | Courier Fee |
|---|
| Pre-Order Cancellation | Up to 14 days before dispatch | 100% Full Refund | N/A |
| Standard Return (Unopened) | Within 14 days of receipt | Full Item Refund | Customer Pays |
| Damaged / Incorrect Item | Within 7 days of receipt | Replacement or 100% Refund | Pexpacks Pays |
The following items are excluded from standard change-of-mind returns unless they arrive damaged or defective:
- Custom-personalized items (e.g. printed bag tags, custom-labeled stationery packs, or custom-cut Pexcover™ book covers).
- Opened or partially used stationery items, unsealed glue sticks, or used markers.
All approved refunds are processed back through our payment processor to the original payment method used during checkout (Credit Card, Debit Card, or Instant EFT) to prevent fraud.
- Processing Timeline: Once a refund or return is approved, refunds are initiated within 2 business days.
- Bank Settlement: Depending on your banking institution, funds typically reflect in your account within 3 to 7 business days after initiation.
- Notification: You will receive an automated email confirmation from Pexpacks as soon as your refund has been initiated.
