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Returns & Refunds Policy

Last updated: February 2026 · CPA Section 20 compliant

1. Standard Product Returns (7-Day Window)

In accordance with the Consumer Protection Act (CPA) Section 20, you have the right to return standard products within 7 business days of delivery if the product is defective, not as described, or not suitable for its intended purpose as disclosed to you.

To qualify for a return, the product must be:

  • Unused and in its original condition
  • In the original packaging where possible
  • Accompanied by proof of purchase (order number)

2. Custom & Made-to-Order Products

Custom 3D printed products — including items produced from customer-uploaded files or made-to-specification orders — are non-refundable unless the product is materially defective or does not match the agreed specification.

If you believe your custom print has a manufacturing defect, contact us within 7 days of delivery with photographs and we will assess the claim.

3. Pre-Order Products

Pre-order products can be cancelled for a full refund at any time before the order has entered production. Once production has begun, the standard returns policy applies.

4. How to Initiate a Return

  1. Email support@apex3d.co.za with your order number, the product(s) you wish to return, and the reason for the return.
  2. Our team will review your request within 2 business days and provide return instructions and a return reference number.
  3. Ship the product to the return address provided. We recommend using a trackable courier service. Return shipping costs are at the customer's expense unless the product is defective.
  4. Once we receive and inspect the returned product, we will process your refund within 30 days to the original payment method.

5. Refund Processing

Approved refunds are processed within 30 days of receiving the returned item. Refunds are issued to the original payment method (card, EFT, etc.). PayFast and Ozow refunds may take an additional 3–5 business days to reflect in your account, depending on your bank.

Loyalty points earned on refunded orders will be deducted from your account.

6. Damaged in Transit

If your order arrives damaged, please photograph the damage and contact us within 48 hours of delivery. We will arrange a replacement or refund at no additional cost to you.

7. Contact Us

For returns, refunds, or any queries about this policy, contact us at: