Return Procedure
Should you feel your item has 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, please email us at ask@fonsetorigo.co.za. If your return is accepted, we’ll send you 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 questions at ask@fonsetorigo.co.za.
Damages and issues
Please inspect your order upon reception and contact us within twenty four (24) hours if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and resolve the matter speedily.
Exceptions / non-returnable items
Where promotional items sponsor a third party, for example, animal welfare, or conservation, your refund will be less than the amount paid over to the promotional third party.
Have you changed your mind? Stock items may be returned within 7 (seven) days for a refund of your order less an administration fee of 15% 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, color variation, or size. Once you have approved and signed off that your artwork as approved and your order goes into production your order is as such confirmed as non-returnable, this includes all Coir Material products unless, of course, the product qualifies as damaged.
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 said third parties 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. Exchanges carry a 15% admin fee and the courier fees are for your account. Custom orders are not legible for exchange.
We cannot accept returns on sale items, digital downloads, art prints or gift cards.
We do not accept returns on customized artwork of any kind. Upon receipt of your mock design, we will send you a final pattern detailing what your artwork is 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 the 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
- Product(s) received not as advertised on this site. Please note, due to different quality screen resolutions as well where products are source natural materials, some colour variation will occur. Colour variations are not covered by our return and refund policy.
- Damaged goods – should your product be delivered in a damaged condition, please notify us with immediate effect on receipt of your order for a full refund of your item/s.
- We cannot exchange items.
Refund Procedure
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, your refund will be transferred to a verified bank account of your choice within 5 days of approving the refund. For international accounts exchange fees may apply. Please bear in mind that it can take some time for your bank or credit card company to process and post the refund.
Please note: The cost to return goods is for your account until we have inspected the returned goods and authorized the return. Once the return of the damaged item has been approved, you will be refunded in full, which includes the original invoice value plus the value of your return cost. (A copy of all receipts is required).
To log your return request, please email ask@fonsetorigo.co.za