Returns Policy

Should you feel your item have not lived up to the quality promised, you may request to return your order for a full refund or replacement. Please refer to the terms and conditions below.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customerservice@fonsetorigo.co.za. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at  enquiries@fonsetorigo.co.za.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and to resolve the matter speedily.

Exceptions / non-returnable items

Where promotional items sponsor a third party, for example animal welfare, conservation, your refund will be less the amount paid over to the promotional third party. 

Changed your mind? Stock items may be returned within 7 (seven) days for a refund of your order less an administration and courier fees. Should you wish to return via courier, fees are for your account. Please note that we do not accept returns on custom made orders, in design, colour variation or size. Once you have approved and signed off your artwork has been approved and your order goes into production your order is confirmed as non-returnable., and includes all Coir Material products, unless of-course the product qualifies for the one of the above reasons.

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Items listed from third parties where the third party is specified will be subject the the supplier terms, conditions and returns policies. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

We do not exchange items, unless the item was a general stock item and is being exchanged for a general stock item. Custom orders are not legible for exchange.

We cannot accept returns on sale items or gift cards. 

We do not accept returns on customised artwork of any kind. On receipt of your mock design, we will send you a final pattern detailing what your artwork to be sent for production. On your signoff of this design you have signed full acceptance of our terms and conditions. No artwork will be sent for production without signoff. Please bear in mind that timeous return of your signoff ensures that we can adhere to our delivery policies, delays may result in a longer production period.

Reasons that qualify for return of product and refund