Returns and Refunds Policy

Our goods

We supply physical goods

Read instructions

Please carefully read and follow all instructions that come with our products. This will include any documents or instructions that will help you to use our products.

Advance orders

If you order the goods in advance, we may charge you a reasonable deposit. You will forfeit this deposit if you cancel the order within 10 days before the agreed upon delivery date.

Cooling-off period for electronic transactions

Section 44 of the Electronic Communications and Transactions Act (“ECT Act”) may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within seven days, without reason or penalty. ‘Cancel’ means each party will be placed in the same position that they were in before the transaction took place. This means that you have to return a new, unused good, and we will refund the purchase price. Section 44 is only applicable if you are a natural person. You must also be the end user of the goods or service. The transaction must be an electronic transaction — a transaction concluded via (in whole or in part) the website, email, or SMS.

 Return of goods in terms of cooling-off period

You must return any goods in new condition with all original packaging and materials (including any accessories or parts). We will refund the purchase price of the goods within 30 days of the date of cancellation.

Returns within 30 days

We want you to be happy with your purchase, and we understand if you suddenly have a change of heart. You may return most of our products in their new, unopened condition within 30 days of delivery for a full refund. Please see below for information in how to return an item, how to package the return and how we process your refund. Please log a return via email to web@fanel.co.za.

Incorrect item delivered

We do our best to ensure the product information, availability, purchase price, associated delivery times and fees are accurately reflected on our site.

However, should we accidentally deliver the wrong product to you or if the product is not as described on the website, or if the product is missing any parts please follow the following steps:

  • Please do not remove the product from its original packaging or any of the r labels.

Notify us as immediately and we will collect the product from you at no charge. Please make sure to notify us within 7 days from the delivery date by logging a return via email at web@fanel.co.za

  • You can choose between the following options: We can deliver the correct item to you as soon as possible (if available)
  • We can issue a refund.

Goods arrived damaged

If your goods arrive damaged, missing any parts or accessories, or inoperable, then we will do our best to resolve the issue. Please notify us within 7 days (the sooner the better) via email at web@fanel.co.za

We will require the following information:

  • Photograph of the outer box (including whether it has a Fragile sticker or not);
  • Photograph of the inside of the box, including the inner packaging; and
  • Photograph of the damaged item.

If necessary, we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:

  • Deliver the correct item to you as soon as possible (if available)
  • Issue a refund.

How to return an item

Please notify us within 7 days via email to web@fanel.co.za. Our Customer Support team will then be in touch to confirm the details.

  • You may drop off the item at our head office or retail stores. There is no cost associated to this.
  • You may select a pick-up date and the item will be collected from you. We may charge a fee for this service.

How to package an item you want to return

The returning product must be packed, in its original packaging, in another box with as much padding and protective packaging as possible so that it can travel safely back to us.

If the returning product has not been packaged properly and is damaged, then we will not be able to give you a refund. It is your responsibility to package the item correctly.

How we process your refund

Returns within 30 days

You will be offered a product exchange. If you specifically require another form of refund (i.e. credit card or EFT), a 5% fee of the refund amount may be charged. Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines).

Damaged goods

Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines). Replacements may take longer as these are dependent on availability.

Our goods warranty

We warrant that all our goods are new and of good quality unless we clearly describe them as used or reconditioned or as having specific defects.

Defective goods

Defective goods are those that had a defect or were unsafe when we supplied them. We highly recommend testing out your purchase as soon as you have received it to make sure that everything is in working order. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.

Inspection of defective goods

 Suitably qualified examiner

A customer that believes goods are defective should contact us and we will use a suitably qualified examiner to examine the goods and produce a report for us to consider. We will not charge you for this service.

Our examination duties

Our third-party suppliers are trained to recognise any defects in their goods. They can usually tell if the goods have been misused, for example if they have been neglected, damaged, altered or not used according to instructions. Our third-party suppliers will give reasons if they refuse to accept that we supplied defective goods, but will only do this if they honestly believe the goods have been misused.

Invalidation of warranties and right to return unsuitable goods

Warranties on any of our goods will be invalid if any person who is not suitably qualified has opened, tampered with or altered the goods contrary to the instructions or removed the warranty label. This also applies to goods found to be unsuitable. It is considered fraud to damage goods deliberately to claim a refund.

Exclusion of industrial use

We only warrant goods for any industrial or unusual commercial use if we clearly state this in writing, for example on the packaging or website.

  1. Our returns and refunds procedure

You must use our returns and refunds procedure for returning defective or unsuitable goods, or else we may refuse to accept them.

Our returns and refunds procedure are as follows:

  • We’ve made the returns and exchange process even easier by creating a little self-help online system for you. Simply fill out the form and hit submit. A customer support agent will then get hold of you shortly. Start the process here.
  • Any return of physical goods must include all accessories and instructions, and all original packaging that is still available
  • Please make sure the goods are in protective packaging as we are not responsible for any damage in transit. If the returning product item has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.
  • You may choose to have the item collected by our couriers (at a fee) or drop it off at our office
  • If you claim that our goods are defective, our staff will examine the goods for defects. In the case of physical goods, our staff will examine the actual goods. They will report to us whether the goods were defective, were misused, or are of good quality. We do not regard the following as defective:
  • If you choose for us to repair or replace the goods or we decide to do so ourselves, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the goods.
  • If you choose for us to make a refund or we decide to do so ourselves, we will contact you and arrange payment of the refunded amount into a bank account of your choice within 30 days of cancellation.

 

Our customer support department contact details

  • Telephone number:010 006 1000
  • Email address:web@fanel.co.za
  • Address:25 Peter Road, Rumsig , Johannesburg
  • Office hours:
    • Monday to Friday 08:00 to 17:30
    • Saturday 08:00 to 13:00
    • Not open on Public holidays