Refund & Exchange Policy
Exchanges & Returns
If you decide to return or exchange an item(s), it must be in its original condition. The product(s) should
be
clean, unworn, unwashed, unused, and it must include all original packaging and labels. To proceed with
exchanges or returns, remember to start the process within thirty (30) days of receiving the item(s). If you
decide to return an item(s), you will be refunded within 7-10 working days after the product has been
checked.
(Please be aware that shipping costs are non-refundable.)
- Any discounted items can only be exchanged for another size.
- We cannot assure the exchange of limited edition items as some sizes may be out of stock or no longer
available.
Exchanges & Returns Process
STEP 1 – Complete the provided form and submit it via email.
Please fill in the form provided and return it to us via email. Once we have received your form we will
assess
and send feedback via email.
STEP 2 – Couriers to pick up at address.
An email will be sent to you which will include the waybill. Please remember to print x2 copies of the
waybill
and pass it on with your package to be collected by the courier. You will be notified via email once we have
arranged a courier to pick up your parcel
NB: Please make sure to protect the product(s) by providing a plastic bag.
How to package item(s) for refunds or exchanges:
When packaging your item(s) to be returned/exchanged, please make sure the product(s) is in its original
state.
The product(s) should be clean, unworn, unwashed, and unused, and it must include all original packaging and
labels. FireSoulz reserves the right to refuse any exchange/refund if product(s) does not abide by our
policy.
Product must be sent back within 30 days of receiving purchase.
STEP 3 – Inspection of product returned.
Exchange an item:
Please take note that once we have received your item(s), we will need 1-7 business days to inspect the
product(s) for any damages and to process the exchange. An email will be sent out to you once your exchange
has
been approved. We will then arrange a courier to ship the exchanged product to you. (Please take note of
shipping expenses)
Refund:
If you have requested a refund, a thorough inspection will take place for any damages occurred, if any. Once
inspection is done and the product is in its original state, we will then send feedback via email. The
original
price will be refunded excluding shipping. Your refund will take place within 7-10 working days after the
product has been checked. (Please take note of shipping expenses)
Shipping expenses:
- We will apply a fee of R90 for each return and R90 (R90 x 2) for exchanges. These charges will be
deducted
from your refund. If an exchange is requested, an invoice will be generated and sent to you before
product
is sent out. If you received the wrong item/defective item, or you’re missing an item, shipping costs
will
be at our own (FireSoulz) expense.
Product(s) Replacement
A:
If at any point FireSoulz supplies the incorrect product(s) or if you have received a product(s) that is
damaged,
FireSoulz will exchange the product(s) for a new one, provided that the damaged or incorrect item(s) is in
its
original state. This includes clean, unworn, unwashed, and unused, products in its original packaging and
labels. In this case, shipping costs will be at our own expense. If the product is however not in its
original
state, FireSoulz will not be held liable for the exchange and will be sent back at the customer’s own
expense.
B:
If at any point the product(s) was used and you have identified a factory fault within 15 days
of receiving the item(s), FireSoulz will replace the item for you and shipping costs will be at
our own expense.
Please take note: FireSoulz will first inspect the product(s) returned. If the fault is however not due to a
factory fault, FireSoulz has the right to reject the exchange and will be sent back at the customer’s own
expense.
Any damages occurred outside the 15 day period will unfortunately not be replaced or exchanged.