Refund policy
RETURNS, EXCHANGES & REFUND POLICY
Last updated: 23 August 2026
At FITCLIP™, we want you to shop with confidence.
This policy explains how returns, exchanges and refunds are handled for purchases made through our online store.
Nothing in this policy is intended to limit or exclude any rights you may have under the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA) or any other applicable South African law.
Where applicable law provides you with greater rights than this policy, your statutory rights will apply.
1. OUR 30-DAY RETURN POLICY
In addition to your statutory rights, FITCLIP™ offers a 30-day voluntary return period.
You may request a return within 30 days of receiving your order.
For a voluntary change-of-mind return, the product must:
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be unused and unworn;
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be in substantially the same condition in which you received it;
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not have been damaged, washed, altered or modified;
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include all parts supplied with the product; and
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be accompanied by proof of purchase or your order number.
Where you simply change your mind and there is nothing defective, damaged or incorrect about the product, the cost of returning the product will be for your account, except where applicable law provides otherwise.
FITCLIP™ reserves the right to refuse a voluntary return that does not meet the above requirements, subject always to your statutory rights.
2. HOW TO REQUEST A RETURN
Please do not send a product back before contacting us.
To request a return, email:
Please provide:
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your full name;
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your order number;
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the item you would like to return;
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the reason for the return; and
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photographs of the product where it is damaged, defective or incorrect, where reasonably possible.
Once your return request has been reviewed, we will provide you with the applicable return instructions and return destination.
Returns may be facilitated through our courier partner, depending on the circumstances of the return and your location.
Products sent to an unauthorised address without first contacting us may result in delays in processing your return.
This process does not limit any statutory rights available to you under South African law.
3. RETURN COURIER COSTS
Change-of-mind returns
Where you are returning an item simply because you changed your mind and the product is not defective, damaged or incorrect, you will generally be responsible for the direct cost of returning the product.
Return instructions will be provided once your return request has been approved.
Defective, damaged or incorrect products
Where a product qualifies for return because it is defective, unsafe or otherwise fails to meet the requirements of the CPA, FITCLIP™ will bear the applicable return risk and expense where required by law.
Where FITCLIP™ supplied the wrong product, we will arrange the appropriate return or collection process at our cost where required.
4. ONLINE PURCHASES – 7-DAY COOLING-OFF PERIOD
Where section 44 of ECTA applies to your transaction, you may cancel an eligible online purchase without reason and without penalty within seven (7) days after receiving the goods.
When exercising this statutory cooling-off right:
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you do not need to provide a reason for cancelling;
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you may be responsible for the direct cost of returning the goods; and
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any refund due will be processed within the timeframe prescribed by applicable law.
Certain goods and transactions may be excluded from this cooling-off right under ECTA.
Your ECTA rights operate in addition to any other rights available to you.
5. DAMAGED, DEFECTIVE OR UNSAFE PRODUCTS
Please inspect your order after delivery and contact us if you discover that a product is damaged, defective or unsafe.
Under the CPA, qualifying goods carry an implied warranty of quality.
If goods fail to meet the required standards within six (6) months after delivery, the CPA may entitle you to return the goods without penalty and at the supplier's risk and expense.
Subject to the requirements of the CPA, the consumer may elect to have qualifying defective goods:
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repaired;
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replaced; or
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refunded.
FITCLIP™ may reasonably inspect a returned product to establish the nature and cause of the alleged defect.
The statutory warranty does not generally cover problems caused by misuse, abuse, accidental damage, neglect, improper handling, unauthorised modification or ordinary wear and tear, to the extent permitted by law.
6. INCORRECT ITEMS
If you receive a product that is materially different from what you ordered, please contact us as soon as reasonably possible at:
Please include your order number and photographs of the item received where reasonably possible.
Where FITCLIP™ has supplied an incorrect product, we will arrange an appropriate remedy and return process.
Please avoid using the incorrect item if you intend to return it.
7. EXCHANGES
If you would like to exchange an eligible product, please contact us at:
For voluntary exchanges where there is nothing wrong with the original product, the item must satisfy the conditions of our voluntary 30-day return policy.
The customer may be responsible for applicable return and redelivery costs for voluntary exchanges.
If an exchange is required because FITCLIP™ supplied a defective, damaged or incorrect product, your statutory rights will apply.
All exchanges are subject to product availability.
8. SALE AND PROMOTIONAL ITEMS
Purchasing an item on sale or promotion does not remove any statutory rights you may have under South African consumer law.
Where a discounted product is defective or otherwise qualifies for a statutory return, your applicable consumer rights remain in place.
Where a product was specifically sold with a disclosed defect or condition that you expressly accepted before purchase, your rights relating to that particular disclosed condition may be limited to the extent permitted by law.
9. REFUNDS
Once we receive a returned product, it may be inspected where reasonably necessary.
If your return qualifies for a refund, we will notify you once the refund has been approved.
Refunds will generally be made to the original payment method, where reasonably possible.
For returns under our voluntary 30-day return policy, we aim to process approved refunds within 10 business days after approval.
Please note that your bank, card issuer or payment provider may require additional time before the refund appears in your account.
Where South African law prescribes a particular refund period, the legally required period will apply.
If more than 15 business days have passed since we confirmed approval of a voluntary refund, please contact:
10. ORIGINAL DELIVERY FEES
For voluntary change-of-mind returns made under FITCLIP™'s additional 30-day return policy, original delivery charges are generally non-refundable.
This does not apply where applicable South African law requires the original payment or delivery charge to be refunded.
11. USED OR DAMAGED RETURNS
For voluntary change-of-mind returns, FITCLIP™ may refuse the return where the product has been:
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worn or used;
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washed;
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intentionally or accidentally damaged;
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altered or modified; or
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handled beyond what would reasonably be necessary to inspect the product.
This does not remove a consumer's rights relating to legitimately defective or non-compliant goods.
12. ORIGINAL PACKAGING
For voluntary returns, we ask that you keep and return the original packaging where reasonably possible.
However, absence of original packaging will not be used to deny a return where you have a statutory right to return the product and applicable law does not require the original packaging.
Proof of purchase or your order information may be required.
13. CANCELLING AN ORDER
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at:
We will make reasonable efforts to stop the order before dispatch.
If your parcel has already been dispatched, the applicable return process may need to be followed after delivery.
Your statutory cancellation rights remain unaffected.
14. UNCOLLECTED OR REFUSED DELIVERIES
Where an order is returned to FITCLIP™ because:
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an incorrect or incomplete delivery address was provided;
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the customer failed to collect the parcel;
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repeated reasonable delivery attempts were unsuccessful due to circumstances attributable to the customer; or
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delivery was refused without a valid return or cancellation right being exercised,
reasonable return or redelivery costs may be charged where permitted by law.
This does not apply where the failed delivery was caused by FITCLIP™, our courier partner or circumstances for which the customer may not lawfully be held responsible.
15. RETURN ABUSE OR FRAUD
FITCLIP™ reserves the right, where permitted by law, to investigate suspected fraudulent or abusive return activity.
This may include:
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returning a product that was not purchased from FITCLIP™;
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deliberately damaging a product;
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providing false information about a return; or
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abusing our additional voluntary return benefits.
Nothing in this section permits FITCLIP™ to refuse a legitimate claim under the CPA, ECTA or other applicable law.
16. STATUTORY RIGHTS
This policy operates alongside South African consumer-protection legislation.
Nothing contained in this policy is intended to waive, restrict or exclude a consumer right that cannot lawfully be waived, restricted or excluded.
If any part of this policy conflicts with mandatory South African law, the applicable law will prevail.
17. CONTACT US
For returns, exchanges, damaged products or refund enquiries:
FITCLIP™
Email: fitclipofficial@gmail.com
Website: fitclip.co.za
Please include your order number when contacting us.
Once your return has been approved, FITCLIP™ will provide the applicable return instructions and return destination.
Please do not send products directly to our courier partner unless we have specifically instructed you to do so.