Return Policy

1. Scope

This policy applies to all products supplied by Fat Zebra that a customer wishes to return, and sets out our returns and refund process in compliance with the Consumer Protection Act 68 of 2008.

Throughout this policy, “business day” means Monday to Friday, excluding weekends, South African public holidays and our year-end closure period, which we communicate in advance. “Business hours” means 08:00 to 17:00 on a business day. “RMA” means Return Merchandise Authorisation, the reference number we issue that allows a physical return to be accepted.

The Consumer Protection Act applies to transactions between South African persons and Fat Zebra. Where a transaction is with a non-South African person, the Act does not apply and no other foreign legislation applies in its place.

2. Return conditions

• We accept unbranded products that were correctly supplied but are not suitable for your purpose within 10 days from the date you receive them.
• Every return requires an RMA number before we can accept the physical goods.
• Products must be returned in their original condition and packaging, unused, and with all attachments included.
• Products that have been branded, personalised or altered are not returnable other than for a manufacturing defect.
• Returns are at your expense, unless the goods were incorrectly supplied or have a material defect.

3. Preparing your return

So that we can process your request as quickly as possible, please:

• Package the products safely and securely for transit. The courier will not accept goods that are not properly packaged.
• Include a copy of the RMA in the box, together with all accessories and parts that were sold with the product.
• Send only the products listed on the RMA. Anything else will be returned to you.

Failure to meet any of these requirements may delay processing or result in the return being declined. Stock received without an RMA number will be sent back to you and a handling and delivery fee will be charged.

4. Samples

• All sample orders must be returned within 15 business days to qualify for a credit or refund, unless a different arrangement has been confirmed in writing.
• Where the product or its packaging is damaged, the sample will not be accepted for credit or refund.
• We do not accept returns for credit or refund where the total value of the goods being returned is less than R200 excluding VAT.
• Where a product arrives damaged or is missing parts or accessories, notify us within 2 business days of delivery or collection when logging the return.

5. Collection and costs

All returns are at your expense, other than products incorrectly supplied or products with a material defect. In those cases we arrange and pay for collection ourselves.

Transport costs for correctly supplied goods depend on order size, volumetric weight, the value of the return, distance and the freight service used. Collection dates and times are estimates and are not guaranteed, as we use the most economical means available. Where an urgent collection is needed we will quote, and no collection is arranged until payment is made or the quote is approved.

We collect only from the address the goods were originally delivered to. You may instead use your own courier, provided the RMA document accompanies the return.

Charges are limited to a Stock 5 box. Express, same-day and special vehicle collections (more than 10 Stock 5 boxes) are quoted at 100% of quote. We may amend these charges in line with fuel increases and other transport input costs. Due to customs charges we do not accept returns of correctly supplied goods from outside South Africa.

6. Handling fees

A 10% handling fee applies to all returned orders, except for:

• Sample returns made within 15 business days of receipt
• Products returned for quality assessment because they are damaged or non-functional
• Incorrectly supplied products that have not been branded
• Incorrectly supplied products that we branded ourselves

We reserve the right to charge a re-stocking fee where the original packaging has been damaged.

7. Defective products

We work to supply products free from defect. Where a product does not meet the quality requirements set out in the Consumer Protection Act, then within 6 months of receipt (3 months for non-South African customers) you may return it for credit or refund, or request a replacement, or we may repair it. We collect defective goods at our own cost, and deliver any replacement at our own cost.

To assess a defect we need your co-operation, including a detailed description of the fault and any other information we reasonably request. We may send a product for technical evaluation before replacing, refunding or repairing it, and will come back to you within 10 business days of receiving the returned goods.

Where inspection finds no defect, we return the stock to you at your cost. We do not accept a return where you were made aware of a specific defect before purchase and agreed to receive the goods in that condition.

8. What is not treated as a defect

• Normal wear and tear from use
• Damage caused by negligence, abuse or incorrect use of the product
• Damage from electrical surges or sea air corrosion
• Damage arising from a failure to care for the product adequately
• Damage arising from unauthorised alterations to the product
• Where a product is accurately described and generally fit for its intended purpose, but on delivery turns out not to suit your requirements

9. Non-returnable goods

We cannot accept the return of:

• Products customised to your specification
• Products that have been personalised, altered or branded
• Incorrectly supplied products that you have already branded or altered
• Items that have been damaged or appear used
• Items not used in accordance with the product’s user manual
• Discontinued, sale and clearance items
• Memory sticks and USB devices, unless faulty

Certain product ranges are non-returnable for hygiene or data-security reasons, including hand sanitisers, lip balms, sunscreens, mints, wet wipes, manicure sets and USB storage devices. This list is not exhaustive and is assessed case by case where required. Ask us before ordering if you are unsure.

10. Cancellations

• Orders not collected within 15 business days may be cancelled, and a 10% cancellation fee will be charged.
• Where the order is customised or a special order, we may retain the full purchase price.
• Where layouts have been created to meet a confirmed deadline and the order is then cancelled, a fee of R200 excluding VAT applies per layout.
• Cancellation fees must be settled before further orders are processed.

Please check stock availability and estimated lead times before proceeding with any order.

11. Refund timing

Once we receive returned stock, it takes 3 to 5 business days to check the items. Once we are satisfied that they are fit for resale, a refund or credit note is issued. Refunds are made to the original payment method.

12. Log a return

Contact us with your order number, the product codes concerned and the reason for the return, and we will issue an RMA.