Refund policy

Return & Refund Policy

Last Updated: [Insert Date]

At FitWorks, we are committed to providing premium fitness equipment and excellent customer service. If you are not completely satisfied with your purchase, this Return & Refund Policy explains your rights and our procedures in accordance with the Consumer Protection Act, 2008 (South Africa).

1. Your Satisfaction Matters

We stand behind the quality of every product we sell. If you experience a problem with your order, we'll work with you to resolve it as quickly and fairly as possible.

2. 7-Day Cooling-Off Period

In accordance with Section 44 of the Electronic Communications and Transactions Act (ECTA), customers purchasing products online may cancel their order within 7 days of receiving the goods.

To qualify:

  • The product must be unused.
  • The product must be returned in its original packaging.
  • All accessories, manuals and components must be included.
  • The product must be in a resalable condition.

Unless the return is due to our error or a defective product, the customer is responsible for the return shipping costs.

Once the returned product has been inspected and approved, a refund will be processed within 7–10 business days.

3. Defective or Faulty Products

If your product is defective, damaged, or does not perform as reasonably expected, you may return it in accordance with Section 56 of the Consumer Protection Act.

You may be entitled to choose between:

  • A repair
  • A replacement
  • A full refund

provided the defect is reported within 6 months of delivery and the defect was not caused by misuse, neglect, accidental damage, improper assembly, or normal wear and tear.

FitWorks reserves the right to inspect the product before approving any remedy.

4. Products Damaged During Delivery

If your order arrives damaged:

  • Notify us within 48 hours of delivery.
  • Include photographs of:
    • The damaged product
    • The packaging
    • The shipping label

We will assess the claim and arrange a replacement or refund where appropriate.

5. Incorrect Products Received

If we accidentally send the wrong item, please contact us within 7 days of receiving your order.

FitWorks will arrange collection of the incorrect product at no cost to you and send the correct item as soon as possible.

6. Products That Cannot Be Returned

For hygiene and safety reasons, the following items cannot be returned once opened or used unless they are defective:

  • Personal fitness accessories
  • Exercise mats that have been used
  • Massage and recovery accessories that have been opened
  • Water bottles
  • Towels
  • Any item specifically marked as non-returnable

7. Change of Mind Returns

If you simply change your mind, we may accept returns within 30 days of delivery provided:

  • The product has not been used.
  • It remains in its original packaging.
  • It is in a resalable condition.
  • All accessories are included.

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Original delivery charges are non-refundable.

Once approved, refunds will be issued to your original payment method.

8. Items That Cannot Be Refunded

Refunds will not be provided where:

  • The product has been intentionally damaged.
  • The product shows signs of misuse.
  • Components or accessories are missing.
  • The product has been modified.
  • Normal wear and tear has occurred.
  • The return falls outside applicable legal rights.

Nothing in this policy limits your statutory rights under South African consumer protection legislation.

9. Return Process

To request a return:

Email:

fitworksza@gmail.com

Please include:

  • Your order number
  • Your full name
  • Contact number
  • Reason for return
  • Photos (if applicable)

Our support team will respond within 1–2 business days with return instructions.

Do not return products without receiving return authorization.

10. Refund Processing

Once your returned product has been received and inspected:

  • Approved refunds are processed within 7–10 business days.
  • Refunds are made using the original payment method wherever possible.
  • Depending on your bank or payment provider, processing times may vary.

11. Exchanges

We currently offer exchanges for:

  • Incorrect sizes (where applicable)
  • Incorrect products supplied
  • Manufacturing defects

Subject to stock availability.

12. Return Shipping

Where the return is due to:

Our Error

  • Incorrect product
  • Defective product
  • Damaged in transit

FitWorks will cover all reasonable collection or return shipping costs.

For all other approved returns, customers are responsible for return shipping.

We recommend using a tracked courier service, as FitWorks cannot be responsible for items lost during return transit.

13. Contact Us

FitWorks

Email: fitworksza@gmail.com

Website: www.fitworks.co.za

Business Hours:

Monday – Friday

08:00 – 17:00

Why this policy helps protect your business

This version is designed to:

  • Comply with key South African consumer laws, including the CPA and ECTA.
  • Make it clear when customers are responsible for return shipping.
  • Reserve your right to inspect returned products before issuing a remedy.
  • Distinguish between change-of-mind returns and defective products.
  • Avoid overpromising beyond what the law requires.

Important: A return policy cannot override consumers' statutory rights under South African law. Before publishing it, it's a good idea to have a South African attorney review it, especially if you'll be selling higher-value equipment or plan to scale nationally. That final legal review is usually inexpensive compared with the cost of resolving a dispute later.