Return Policy

RETURN & REFUND POLICY — BENXEROX

Last updated: [2nd December, 2025]

At Benxerox Media, we prioritize quality and customer satisfaction. Because most of our products are custom-made, printed on demand, or personalized, returns and refunds follow strict guidelines as outlined below.

1. Eligibility for Returns

We only accept returns or replacements under the following conditions:

✔ 1.1 Manufacturing or Printing Errors

A return is eligible only if the item has:

  • Incorrect printing (colors, layout, or content)

  • Wrong item delivered

  • Major physical defects caused during production

  • A product not matching the approved design/proof

Proof required: Clear photos or videos within 24 hours of delivery.

2. Non-Returnable Items

Due to the custom nature of our work, the following cannot be returned or refunded:

  • Custom printing (business cards, books, banners, posters, stickers, T-shirts, etc.)

  • Personalized items with customer names, logos, or artwork

  • Digital designs, graphics, or creative work

  • Items damaged by customer misuse

  • Products approved during design proofing

Once printing has started, no cancellations or refunds are allowed.

3. Customer Responsibility

Before we print any item, the customer is responsible for:

  • Reviewing design proofs

  • Verifying spellings, logos, and colors

  • Confirming sizes, quantities, and materials

  • Providing correct delivery information

Benxerox Media is not liable for errors approved by the customer.

4. Refund Conditions

✔ 4.1 Full Refund

Granted only if:

  • Production has not started

  • The customer has not approved the design

  • Benxerox Media fails to deliver the order

✔ 4.2 Partial Refund

May apply if:

  • Only part of the order has a production error

  • Customer requests cancelation before partial production

❌ 4.3 No Refund

  • Customer changes mind after printing begins

  • Customer provides wrong design/content

  • Delays caused by courier, weather, or third-party factors

  • Customer fails to pick up or respond within 7 days

5. Return Window

Claims must be submitted within:

  • 24 hours for printing errors

  • 48 hours for defective or damaged products

  • 12 hours for wrong items delivered

After the window closes, the order is considered accepted.

6. Reprint Policy

If the mistake is on our side, we will:

  • Reprint the item free of charge, or

  • Offer an alternative solution approved by management

Reprints take the same production time as the original order.

7. Delivery Issues

Benxerox Media is not responsible for:

  • Delays caused by courier companies

  • Packages lost after successful delivery

  • Wrong address submitted by customer

If an order returns to us due to wrong address, the customer must pay:

  • New delivery fees

  • Any related handling costs

8. Order Cancellation

Orders can only be cancelled before printing or production starts.
Once work has begun, cancellations are not possible.

9. Contact Information

For returns, claims, or complaints, contact us at:

📩 Email: print@benxeroxmedia.com
📱 WhatsApp: +256 755 437 542
🌐 Website: https://benxeroxmedia.com

Provide:

  • Order number

  • Photos/videos of the issue

  • Description of the problem

10. Acceptance of This Policy

By placing an order with Benxerox Media, you automatically:

  • Accept this Return & Refund Policy

  • Agree that all custom products are final and non-refundable

  • Understand that production begins after proof approval