We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair, replace it, or credit your account, subject to the terms below. This policy applies to products bought from Fashioncentre.co.za.
This policy forms part of the Fashioncentre Terms and Conditions. Words defined in the Terms and Conditions have the same meaning in this policy unless the context indicates otherwise. Nothing in this policy is intended to limit your statutory rights in any way.
You can return an unwanted product to us, provided that:
It is undamaged and unused, with the original labels and stickers still attached;
It is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable);
It is not missing any accessories or parts;
It is not listed in section 2 - Products not eligible for return;
You log a return on the website within 7 days of delivery to you. After 7 days, you can only return a product if it is defective within 6 months from delivery.
Our courier is entitled to refuse collection of a product that is not properly packaged for transport. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference). Please bear in mind that refunds can take 5-10 working days to reflect in your account. We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition, or missing any accessories.
If we accidentally deliver the wrong product to you, or if the product is not as described on the website or is missing any accessories, please notify us and we will collect the ‘not what you ordered’ product from you. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available), or credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference).
If you want to return an unwanted or a ‘not what you ordered’ product, you will be liable for a collection fee of R120.00. You can log a return request on the website for the collection of the unwanted or ‘not what you ordered’ product or deliver the product to our offices at 7 Gilhooley Road, Selection Park, Springs, 1559. Our collection fee is subject to change at any time without prior notice. You will see the applicable collection fee when you log the additional return request. The collection fee will be set-off and deducted by us from your refund amount.
Fashion and footwear products can be exchanged for a different size provided that such variation is available at the same price as the product originally purchased. In such a case, we will collect the product from you and deliver the requested product to you at a cost of R120.00. If such variation is not immediately available, we will credit your account with the purchase price of the product (or refund you if that is your preference) within 8 days of you logging the return.
We reserve the right to inspect the product to validate your return.
The following products are not eligible for a refund, exchange, or credit:
Electronic vouchers
Intimates, lingerie, swimwear, white clothing, bodysuits, or underwear
Headwear
Jewelry for piercings
A beauty product or fragrance which has been used
Products which have been personalized for you or made to your specifications, unless defective
Should a product be damaged at the time of delivery/collection, please notify us by logging a return on the website. We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, repair/replace the product as soon as possible (if such repair/replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts/replacement availability.
We do our best to ensure that the products we deliver to you are of high quality and without defects.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
The following will not be regarded as defects and will not entitle you to a return under this section:
Faults resulting from normal wear and tear
Damage arising from negligence, user abuse, or incorrect usage of the product
Damage arising from electrical surges or sea air corrosion
Damage arising from a failure to adequately care for the product
Damage arising from unauthorized alterations to the product
Where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you
If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 30 days after delivery/collection of the product. Kindly note that clothing does not carry an extended warranty (except in the case of an extended supplier warranty, which is set out below).
You can do so by logging a return on the website, and we will arrange to collect the product from you. Once we have inspected the product and validated your return, we will, at your choice, repair/replace the product (if such repair/replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts/replacement availability.
Please provide suitable packaging for returning the product (it need not be the original packaging), as well as all accessories that were sold with the defective item when you return it to us – regardless of whether you request a repair/replacement or a refund. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.
Where there is no extended supplier warranty period, unfortunately, we cannot facilitate returns that fall outside of the 6 months.
There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g., R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g., 10% off (“Percentage Coupon”).
Where you have used a Fixed Coupon to pay for an order, and you or Fashioncentre later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this policy, the value of the Fixed Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Fashioncentre may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account with the value of the returned product (or refund you if that is your preference), subject to any applicable Collection Fee.
Where you have used a Percentage Coupon to pay for an order, and you or Fashioncentre later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this policy, the value of the discount received using the Percentage Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Fashioncentre may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
Wherever you have used a Voucher to purchase a product that you later return for a refund in accordance with this policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Voucher, but we will credit your account.
If you return a defective product to us, but you fail to return all of the accessories that were sold with that product, we are entitled (subject to applicable law) to refuse the return, only replace the item that you did return, or estimate the value of the missing accessories and only credit or refund you in respect of the returned item.
If you return items to us by mistake and you want these returned to you, you may be liable to reimburse Fashioncentre for the cost of having the product returned to you.
10.1 How do I log a return? To submit a request to return a product, view the order the product was purchased in and click "LOG A RETURN" against the product under the Order Items section.
10.2 I would like to do an exchange. What do I do? You will need to submit a return via your order page. View the order the product was purchased in and click "LOG A RETURN" against the product under the Order Items section. You will then be prompted to select the reason for a return, with "exchange" being an option. After uploading a picture of the item you would like to exchange, you can then select "submit." Our support team will then contact you to assist with the exchange process.
10.3 How long will my return process take? Once received, our returns department will contact you within 24 hours. Your return should be concluded within 3-7 business days.
10.4 Who is responsible for the return shipping costs? If an incorrect or faulty product is delivered, Fashioncentre will be responsible for the shipping costs. However, if an order is canceled or an exchange is requested, the customer will be responsible for the shipping cost.
10.5 How long will a refund take to be processed? Refunds will be processed within 5-7 business days after the return is received and evaluated.
Log in to your account.
Go to My Orders.
View your order.
Click the RETURN THIS PRODUCT button next to the item you would like to return.
Select the reason for your return.
Upload a picture of the item(s) you would like to return.
Add a comment regarding your return.
Submit your return request.
A member of our returns department will contact you to assist with the process.
Additional Information:
Time Frame: Returns must be initiated within 30 days of purchase.
Return Shipping: Customers are responsible for return shipping costs.
Refund Process: Refunds will be processed within 5-7 business days after the return is received.
Condition of Items: Items must be in their original condition with tags attached.
Non-Returnable Items:
