Returns Policy


 

Our statutory rights are not affected by our Returns Policy. To the extent that any provision in our Returns Policy conflicts with your statutory rights, your statutory rights will prevail and the particular offending provision in our Returns Policy will be deemed inapplicable.
Returns (refunds and exchanges)


If you are unhappy with your item, please let us know. Our Returns Policy gives you 30 days to return or exchange an item bought online with a valid receipt. If 30 days have gone by since your purchase, we cannot offer you a refund or exchange.


To be eligible for a refund or exchange, goods must be returned in a re-salable condition. That means your item must be unused and in the same condition that you received it. The item must be in the original packaging and returned with any accessories, labels and “free gifts” or bonus items. 

No item will considered for refunded or exchange due to damage caused by human error by the customer. including but not limited too( self repair, self damage, using non specific leather treatment or cleaning items and so on).

To complete your refund or exchange, we require a receipt or proof of purchase. 

Exchanges:

If the item or items are bought on www.fatfrank.co.za and do not fall under sale items. We offer one free exchange(collection and resend) for a size up or down. We will only re send after the collection has arrived in our exchange department and has been fully inspected, If you wish to exchange for a second time we will require a payment of R150 to re collect and resend. 

Refunds (if applicable)
Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 calendar days. If you paid for standard delivery of the goods, the cost of standard delivery will also be refunded. Please note, our couriers are a third party and it is up to the customer to resolve any issues with regards to collection or delivery on specific times or fail attempts.


There are certain situations where only partial refunds are granted (if applicable):
*  clothing or other leather products with obvious signs of use; 
*  Any item not in its original condition, which is damaged or missing parts for reasons not due to our error; and 
* Any item that is returned more than 30 days after delivery. Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at returns@fatfrank.co.za


Sale items:

We do not offer refunds or exchanges for sale items, unless they are faulty. A credit may be given on a faulty item if the exchange item is not wanted. 
Exchange (if applicable)
We only replace items if they are defective or damaged. If you need to exchange an item for the same item, please send us an email at returns@fatfrank.co.za

Outer lying areas - will be charged the excess fee on items returned. A outer lying area is a high risk area or area that has been marked as a surcharge for reasons by the selected courier.


Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

You will be responsible for paying for your own shipping costs for returning your item, unless the item is faulty. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over R500, you should consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your returned item.
Returns can take up to 15 days from date of arriving return item. This is due to new orders taking preference and our free returns policy. 

please email returns@fatfrank.co.za