RETURNS POLICY
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 Fuata Moyo.
This policy forms part of the Fuata Moyo terms and conditions and 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.
- Unwanted Products
In general, you can return an unwanted product to us at no charge, provided:
- 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). Please refer to our FAQs for some examples;
- it is not missing any accessories or parts;
- it is not listed in section 2 – Products not eligible for return; and
- you can return within 30 days (or 7 days for products marked “Clearance”) of delivery to
- you or collection by you of the unwanted product. After 30 days (or 7 days for products
- marked “Clearance”), you can only return a product if it is defective within 60 day.
We will collect the product from you at no charge. 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.
Want to exchange?
Fashion and footwear products can be exchanged for a different size provided that such
variation is available, and 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 no
charge . 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. Please refer to our FAQ for
some advice on making sure that your product is returnable under this section in the case the
product is the same condition as brought.
Not what you ordered?
If we accidentally deliver the wrong product to you or if the product is not as described on the
Website (or if it is missing any accessories), please notify us and we will collect the product from
you at no charge. 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).
- Products not eligible for returns
The following products are not eligible for a refund, exchange or credit:
- products which have been personalized for you or made to your specifications, unless defective. ( bespoke or customization)
- Products damaged on delivery
Should a product be damaged at the time of delivery / collection, please notify us of such
delivery / collection 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.
- Defective products
We do our best to ensure that the products we deliver to you are of a 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 4:
faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from a failure to adequately wash care for the product;
- damage arising from unauthorized alterations to the product; and
- where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
Standard Warranty
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 (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 at no charge. 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 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.
Please provide suitable packaging for returning the product, 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 reserves the right to refuse collection of a product
that is not properly packaged for transport. See section 6 below for more information on this.
- Vouchers & Coupons
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 Fuata Moyo 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 canceled 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. Fuata Moyo 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).
Where you have used a Percentage Coupon to pay for an order, and you or Fuata Moyo
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
canceled 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. Fuata Moyo 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.
- Charges
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 to replace
the item that you did return, or to estimate the value of the missing accessories and only to
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 Fuata Moyo for the cost of having the product returned to you.
If you return a product that does not comply with this policy, you may be liable to reimburse
Fuata Moyo for the cost of collecting the product from you and the cost of having the product
returned to you.