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Returns Policy


FatFrank Returns & Exchange Policy

 

At FatFrank, we want you to love your purchase. If you’re not completely satisfied, we’re here to help.

Our Returns Policy is designed to be fair and simple, while protecting both you and our brand.

1. Your Statutory Rights

Your statutory rights are not affected by this policy.

If any part of our Returns Policy conflicts with your statutory rights under South African law, your statutory rights will apply.

2. Return & Exchange Period

You have 30 days from the date of purchase to return or exchange an item bought online, provided you have a valid receipt or proof of purchase.

After 30 days, unfortunately, we cannot offer a refund or exchange.

3. Condition of Returned Items

To qualify for a return or exchange:

  • The product must be unused, unworn, and in the same condition as received.
  • Items must be returned in their original packaging with all accessories, labels, and any “free gifts” or promotional items included.
  • Returns will not be accepted for items damaged by misuse, self-repair attempts, or use of unsuitable cleaning or leather-care products.

4. Exchanges

We offer one free exchange (collection and resend) for items purchased at full price on www.fatfrank.co.za — for example, to change your size up or down.

  • A free exchange only applies once per order.
  • The returned item must first reach our exchange department and pass inspection before we send the replacement.
  • For a second exchange, a R125 collection and resend fee (each way) applies.

Sale items do not qualify for free exchanges unless otherwise stated.

5. Refunds

Once we receive and inspect your returned item, we’ll email you to confirm approval or rejection of your refund.

If approved:

  • Refunds are processed to your original payment method within 14 calendar days.
  • Please note that courier services are handled by third parties, and customers are responsible for coordinating any collection or delivery arrangements directly with the courier if needed.
  • Shipping fees - if charged will not be refunded and on second exchange deductions apply, as per above exchange. (R125 courier each way)

If you exchange for a lower-priced item and your total falls below the free delivery threshold (R1000), a delivery fee will apply based on your area.

6. Special Cases & Sales

Black Friday & Sale Items

  • Sale and promotional items (including Black Friday) are non-returnable and non-exchangeable, unless faulty.
  • If a sale item is damaged or defective, you must notify us within 3 working days of receiving it (or immediately if damaged during courier delivery).
  • FatFrank may, at its discretion, offer an exchange for a fee of R150–R200 if deemed applicable by our returns team.

“R9 Sale” Items

  • “R9” promotions are limited specials and are non-refundable and non-exchangeable.
  • If the selected product sells out, we will automatically replace it with a similar item of equal value and style — no contact will be made before replacement.

7. Partial Refunds

In certain cases, only partial refunds may be granted:

  • Items showing signs of wear or use;
  • Items not in their original condition (damaged or missing parts);
  • Items returned more than 30 days after delivery.

8. Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account again.
  2. Contact your credit card company — refunds may take time to process.
  3. Contact your bank, as posting times vary.
    If you’ve done all of this and still haven’t received your refund, please email us at returns@fatfrank.co.za.

9. Gift Orders & Gift Vouchers

  • If your item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the value of your return.
  • If the item was not marked as a gift, the refund will go to the original purchaser.
  • Gift vouchers cannot be exchanged for cash, but if a return applies, a replacement voucher will be issued for the value of the original voucher used.

10. Shipping & Return Costs

  • You are responsible for paying your own shipping costs when returning an item yourself, unless it is faulty.
  • Shipping costs are non-refundable.
  • If your refund is approved, any return shipping fees may be deducted from your refund amount.
  • We recommend using a trackable courier service or shipping insurance for items over R500, as we cannot guarantee receipt of untracked returns.
  • Returns are processed within 15 working days of the returned item arriving at our warehouse.
  • Shipping fees - if charged will not be refunded.

11. Regional & International Returns

  • Outer-lying areas: Customers in high-risk or surcharge zones may be charged an additional courier fee for returns or exchanges.
  • United Kingdom: We do not offer free returns or exchanges. If you cover the courier costs, we’ll gladly assist. Costs will be confirmed at the time of exchange.
  • International orders (outside South Africa): Customers are responsible for full return and re-delivery fees. You may use your own courier at your own risk.
    Returns must be sent to:
    FatFrank, 145 Main Road, Walmer, Port Elizabeth, South Africa

12. Responsibility for Return

Customers are responsible for ensuring the item is returned safely.

FatFrank will helps schedule the courier collection (as a service), but cannot be held responsible for non-collection or failed deliveries.


For any return or exchange queries, please contact:

📧 returns@fatfrank.co.za

 

Thank you for shopping with FatFrank.

We appreciate your support for local craftsmanship and will always do our best to assist fairly and transparently.