Last updated 16 October 2026 · Store information for customers in South Africa
Please inspect your order after delivery and contact FitNest Gear as soon as possible if an item is missing, damaged in transit, defective, unsafe or materially different from what you ordered. Include your order number, a clear description and photographs or video where this reasonably helps us assess the issue.
Your rights under the South African Consumer Protection Act are not limited by this policy. Where the Act applies, goods that fail to meet the required quality standards may be returned within six months after delivery without penalty and at the supplier’s risk and expense. For a qualifying defect, the customer may choose repair, replacement or a refund in accordance with the Act; we will not require you to accept a repair instead of a remedy you are legally entitled to choose.
The statutory warranty does not cover ordinary wear and tear, misuse, abuse, accidental damage, unauthorised alteration, incorrect assembly, failure to follow supplied care or safety instructions, or damage caused after the goods left our control.
For an eligible electronic transaction covered by section 44 of the Electronic Communications and Transactions Act (ECTA), you may cancel without giving a reason and without a penalty within seven days after the date you receive the goods. Notify FitNest Gear within that period by email or WhatsApp, identifying the purchase and stating that you wish to cancel. An online order collected in person is still assessed according to how the purchase agreement was concluded, not simply where you collected it or how you paid.
For a qualifying cooling-off cancellation, we will refund the full payment within 30 days of the cancellation date. The only charge that may be levied is the direct cost of returning the goods; no handling or restocking penalty applies. Keep the goods reasonably safe and contact us for return arrangements. A manufacturer refund or credit is not a condition of your statutory cooling-off refund.
The statutory exceptions in section 42 of ECTA apply, including qualifying personalised or made-to-specification goods and other excluded transactions. Opening packaging does not, by itself, establish that an exception applies. These exceptions do not remove any separate rights relating to defective, unsafe or incorrectly supplied goods.
A change-of-mind return outside a statutory return or cancellation right is voluntary and requires FitNest Gear’s written acceptance. Where we agree to accept such a return, the change-of-mind deduction is 15% of the item’s regular listed price at the time of purchase, before promotional discounts, rather than 15% of the discounted amount paid. This deduction contributes towards the customs and import tax costs incurred when ordering the item; it is a store return charge, not a tax charged by a government on your return.
We will confirm the regular-price basis, deduction and proposed refund in writing before you agree to a voluntary return. The deduction is taken from the amount actually paid for the returned item and will not exceed that amount.
The 15% deduction applies only to an agreed voluntary change-of-mind return where permitted by law. It does not apply to qualifying defective, unsafe, incorrectly supplied or legally unsuitable goods, statutory cooling-off cancellations, or any other return for which the law prohibits that deduction. Any permitted statutory return cost is assessed under the applicable law rather than automatically applying this percentage.
This voluntary change-of-mind return option is available for eligible purchases made on or after 1 June 2026. For purchases made before these terms were communicated to the customer, the 15% deduction requires the customer’s express agreement to a voluntary return; it does not retrospectively change the original purchase terms or reduce existing rights. Any more favourable return or exchange term expressly agreed before purchase remains applicable.
A successful demonstration or fitting does not waive statutory rights. Defective, unsafe, incorrectly supplied or unsuitable goods must be assessed under the applicable law. Where section 20(2)(d) of the Consumer Protection Act applies, goods found unsuitable for a particular purpose communicated to us at purchase may be returned within 10 business days after delivery, subject to the Act. Other applicable rights, including direct-marketing cancellation rights, remain protected.
For hygiene, health or safety reasons, opened personal-care goods, consumables or products that cannot safely be resold may be excluded from voluntary returns, but this does not remove rights relating to defective, unsafe or incorrectly supplied goods.
Reported faults must be assessed. We will arrange return or collection where inspection is needed, then receive, inspect and test the item to establish the reported fault and the applicable remedy. Please provide the components needed to reproduce the problem, such as both compression boots, the controller, hoses and power supply. We will explain what is needed for your particular item; missing original packaging does not by itself remove statutory defect rights.
Assessment can begin remotely using a description, photographs, video or a support call. You are not required to attend our studio in person. Where physical inspection is necessary, we will agree suitable return or collection arrangements and explain the costs that lawfully apply. We will not ask you to operate equipment in a way that is unsafe or contrary to its instructions.
Equipment requiring manufacturer assessment must be returned to the manufacturer for inspection and testing. FitNest Gear coordinates this return and the manufacturer’s refund or credit process, then handles the applicable customer refund. Manufacturer transport, assessment and processing take time, so an immediate cash refund at handover is not promised. We will explain whether manufacturer assessment is required and confirm the expected timeframe for your return. FitNest Gear remains responsible for your claim: a refund legally due to you will not be withheld solely because the manufacturer has not reimbursed us, and manufacturer procedures do not override your statutory rights.
Submitting a return request or handing an item back does not automatically approve a refund, replacement or repair, and does not promise an immediate cash refund. Please allow a reasonable time for inspection and testing after we receive the item. We will confirm receipt and give you an expected assessment completion date. If specialist or additional testing is needed, we will explain the reason and provide an updated date before the expected completion date, with further progress updates as needed. We will assess and resolve the matter without unnecessary delay and will not use this process to postpone or restrict statutory rights.
We will provide the findings and next steps in writing. If the reported fault cannot be reproduced, we will explain what was tested and invite any further information about when the problem occurs. A defect remedy is not automatically due solely because a fault was reported; any separate statutory return or cooling-off right still applies. If a qualifying fault is confirmed, we will honour the remedy you are entitled to choose under applicable law.
Approved refunds are sent to the original payment method where possible. We will confirm the refund processing timeframe and any payment-provider clearance time in writing. Bank-transfer refunds require verified account details and are never processed solely from details sent in an unsolicited message.
If FitNest Gear cannot supply goods that have already been paid for, we will notify the customer and refund the amount received within 30 days, using the original payment method where reasonably possible.
Customers outside South Africa can request support and returns remotely through the same contact channels. Return arrangements, applicable costs and any required physical inspection will be explained for the destination and type of claim. Nothing in this policy excludes mandatory consumer rights that apply to your purchase under the relevant law; those rights take precedence over conflicting policy wording.
Email fitnest.sa@gmail.com, WhatsApp 067 681 4293 or use the store Contact page. Do not send an item back before receiving return instructions and the correct return address. We will confirm the next step and any applicable collection or return cost in writing.
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