Returns & Refunds Policy

2. Scope

This Policy applies to consumer (B2C) sales of products listed in our online catalogue and shopping feed (currently 190 products). Wholesale, distributor, trade, containerised and bulk supply arrangements are governed by our Standard Trading Terms and any signed supply agreement, and the rights set out below for consumers may be expressly varied in those contracts to the extent permitted by law.

3. Change-of-mind returns

We do not accept returns for change of mind, incorrect ordering, sizing preference or any other discretionary reason. All sales are final unless a statutory right applies (see sections 4 and 5 below).

4. Cooling-off period (online / direct marketing sales)

Where you have purchased goods as a consumer through an electronic transaction or as a result of direct marketing, you may cancel the transaction without reason or penalty within 7 (seven) business days after the date of delivery, in terms of section 44 of ECTA and section 16 of the CPA.

• The goods must be returned in their original packaging, unused, and in a resaleable condition.
• You are responsible for the cost and risk of returning the goods to us.
• We will refund the purchase price within 30 days of cancellation, less the direct cost of recovering the goods where applicable.
• The cooling-off right does not apply to goods that are excluded under regulation 32 of the CPA or section 42(2) of ECTA (e.g. goods made to your specifications, perishable goods, audio/video recordings or software unsealed by the consumer, newspapers and periodicals).

5. Defective, unsafe or non-conforming goods (section 56 of the CPA)

In terms of section 55 and 56 of the CPA, you have an implied warranty that the goods supplied are reasonably suitable for their intended purpose, of good quality, in good working order and free of defects, and will be usable and durable for a reasonable period.

If, within 6 (six) months of delivery, goods fail to meet these requirements, you may return the goods to us at our risk and expense, and elect – without penalty – any one of the following remedies:

• Repair of the goods;
• Replacement of the goods; or
• A full refund of the price paid.

The 6-month implied warranty does not cover ordinary wear and tear, damage arising from misuse, abuse, negligence, accident, unauthorised alteration or repair, failure to follow user instructions, exposure to abnormal conditions, or damage caused after the risk in the goods passed to you.

6. Incorrect, damaged or short-supplied goods

Please inspect your delivery on receipt. If goods are visibly damaged in transit, incorrect or short-supplied, notify us in writing at rohan@fortisco.digital within 48 hours of delivery, with photographs and the original delivery note. We will arrange collection, replacement or a refund at no cost to you.

7. Manufacturer warranties

Many products we supply carry a manufacturer or licensor warranty that operates in addition to your CPA rights. Warranty periods, exclusions and authorised service providers are set out in the documentation supplied with the product. The manufacturer warranty does not limit or replace your statutory rights under the CPA.

8. Goods that cannot be returned

Returns will not be accepted where:

• The goods have been partially or entirely disassembled, physically altered, permanently installed, affixed, attached, joined or added to, blended or combined with other goods;
• The goods have been used and are no longer in a resaleable condition (other than under section 56 of the CPA);
• The goods are made-to-order, custom-branded, perishable, or fall within the regulation 32 / ECTA section 42(2) exclusions; or
• The supplier has expressly informed the consumer in writing of the limitation prior to the transaction in respect of unboxed display, clearance or "as-is" stock.

9. How to request a return

1. Email rohan@fortisco.digital with the subject line "Returns Request".
2. Include your name, contact number, invoice or order number, product model and a description of the issue (with photographs where relevant).
3. We will respond within 2 business days with a Returns Authorisation and collection or drop-off instructions.
4. Do not return goods without a Returns Authorisation – unauthorised returns may be refused.

10. Refunds

Approved refunds are processed via electronic funds transfer (EFT) to the original purchaser's South African bank account within 30 days of the goods being received and assessed. Refunds for card payments may be reversed to the original card where the acquiring bank permits it.

11. Dispute resolution

If you are not satisfied with the outcome of your return, you may refer the matter to the National Consumer Commission (NCC), the Consumer Goods and Services Ombud (CGSO) at www.cgso.org.za, or any other forum having jurisdiction in terms of South African law.

12. Contact

FortisCo Digital (Pty) Ltd
South Africa
Email: rohan@fortisco.digital
Telephone: +27 10 824 5883