Returns & Exchanges
Digital products: No exchanges or refunds on digital services like design top up packages and or design services. These sales are final.
Custom made products: No exchanges, refunds or exchanges on custom made items, unless the item is received with physical damage. We are thorough in this process of creating customs and you will give final approval on any custom before it is printed/embroidered.
Physical products: Customers wishing to exchange or return items must fill do so within 14 days of receipt. You must start this by emailing us at theden@braversa.com
How to return the item: if an item needs to be returned it must be done in all original packing and all items must be clean, unworn, unwashed & unused.
Return Credit: you will be credited with the ZAR amount of the returned item in the form of a Braver voucher. Please note no returns/credits on courier costs.
Sale items: Sale items can only be exchanged for another size or a Braver voucher. We will happily arrange for a courier to collect from you and deliver to you again, this will be calculated at R95 for local delivery (Cape Town) and R145 for national. We can't guarantee the exchange of limited edition items, as specific sizes may be out of stock and discontinued.
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Return Process and Exchange Process
If you wish to return a physical item purchased, from us, please see your options:
Step 1. Arrange an Exchange or Return
Email us at thenden@braversa.com and include in your email your reason for the return. If there are any damages to the item due to mishandling of the delivery to you, or, if we have sent you a faulty item, please include photo(s). We will respond as soon as possible (within 24 hours, unless it's over a weekend, then on the following working day). Note, we can only offer an exchange if we have the product that you would like to receive in stock.
Step 2. How To Return Items
The merchandise must be sent back to us within 14 days of receiving the order. Please be sure the merchandise is in its original state. The merchandise must be clean, unwashed, unworn, and unused. Braver reserves the right to refuse the package and/or return the item(s) back to the sender should the merchandise not abide by this policy.
Step 3. Courier Collection from your address
We'll arrange a day that suits you to have the item(s) collected and will email you a waybill via email for the arranged collection. Please print this and have it ready for collection. The courier will have a flyer bag for you to put the item(s) into. If you received a bigger order in a box, then please note the courier won't have any boxes to supply and you will need to re-pack it in one. Note, we can only set a collection for a specific day (Monday - Friday)and can NOT set a time window with our courier. Couriers collect between 9am and 5pm.
Step 4. Receipt of your package or braver credit
On receipt of your returned package, we'll inspect the order to ensure it is clean, unwashed, unworn and in an unused condition. Please allow 1-4 business days for your exchange to be processed once we have received your item. You will then receive an email once we have received and couriered your exchange. Your exchange will be sent to the same address that your order was originally sent to, unless you stipulate otherwise in the return process. In the case of a refund, we will send you an online voucher with the value of your returned item to the email address through which you contacted us.
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Product Replacement
We are human, and should we have sent you an incorrect product, or, if the product you receive is damaged, we will own our error and exchange the item(s). This is provided that the damaged, or incorrect product is returned in the original form in which it was received. If you spot a fault within 14 days, we will replace the item for you. After 14 days we cannot have an item replaced. Please email us at theden@braversa.com for more info on this.
Printed Garments
We will not be responsible should printing on the INSIDE of a garment fade, splinter, fade, or becomes loose. Printed items on the INSIDE of garments come into direct contact with the skin, we use a different print application for them to make them more "comfortable" on the skin, and this results in naturally fading easier, and also, considered wear and tear of this application.
Custom Garments
In the process of you placing a custom order with applied custom printing or embroidery, we follow a step process where you give the final approval on the printing or embroidery that is to be applied to your order. This involves you confirming colors and specific sizes of prints. As we cannot re-sell any custom items, we will NOT be able to issue a refund in the exchange of a voucher, or an exchange of custom items as they cannot be re-used or sold.
What is NOT considered as defects and applies to a return
- Faults from normal wear and tear
- Damage from negligence
- Incorrect care of the product, for example: dry cleaning, tumble drying, or ironing directly on printed items
- Damage from alterations made
- Should an item not fit or suit you
Please note, our Braver team will examine item(s) by means of either image or physical examination. We reserve the right not to proceed with an exchange if deemed the fault is not a factory fault.
Outside the 14-day window
No replacement will be made since we are not able to control how the product was used or handled in this time window.