Refund policy

The Fit Cartel Refund & Return Policy

At The Fit Cartel, we want you to shop with confidence. This policy applies to purchases made through our online store and should be read together with our Terms & Conditions and applicable South African consumer law.

Returns

We accept eligible change-of-mind returns within 14 days of delivery.

To qualify, the item must be unused, unworn, unwashed and in its original condition, with all original packaging, labels, tags and accessories intact. Sneakers must be returned with their original box in good condition.

For approved change-of-mind returns, a 20% restocking and handling fee will be deducted from the price paid for the returned item. This contributes towards reasonable costs already incurred, including handling, administration, processing and, where applicable, customs/import costs associated with imported products.

The customer is responsible for return courier costs for change-of-mind returns.

Important: The 20% fee does not apply where the customer is legally entitled to a penalty-free refund or remedy, including qualifying defective, damaged or incorrectly supplied goods.

Exchanges

Eligible items may be exchanged within 14 days of delivery, subject to stock availability and the same condition requirements above.

Customers are responsible for return and re-delivery costs for size or preference exchanges. If the requested replacement is unavailable, we may offer another eligible product or process an applicable refund.

Damaged, Defective or Incorrect Items

If your item arrives damaged, defective or is not the item you ordered, contact us as soon as reasonably possible with your order number, photographs and a description of the problem.

Once validated, The Fit Cartel will cover the reasonable return cost and provide the remedy required by applicable law. Where a full refund is due, no 20% restocking/handling fee will be charged.

The CPA provides, among other protections, a six-month implied warranty of quality for qualifying goods and allows defective goods to be returned without penalty, with the consumer entitled to choose a repair, replacement or refund in circumstances covered by section 56. 

Refund Method & Timeframe

Approved refunds will be processed to the original payment method used for the purchase only. We do not substitute cash, EFT or another payment method for a card refund.

We will initiate an approved refund within 5–10 business days after receiving and inspecting the returned item. Your bank or card issuer may require additional time before the credit appears in your account.

Return Process

1. Email us within the applicable return period. Include your name, order number, item being returned and reason for the return.
2. For damaged, defective or incorrect goods, include clear photographs showing the issue.
3. Wait for return approval and return instructions from The Fit Cartel before sending the item.
4. Package the item securely with its original packaging, tags and accessories.
5. Send the item using the approved return method. Change-of-mind return shipping is at the customer’s cost; qualifying defective, damaged or incorrect-item returns are at The Fit Cartel’s cost.
6. Once received, we will inspect the item and notify you of the outcome. Approved refunds will then be processed as described above.

Consumer Rights

Nothing in this policy limits or excludes any rights available to you under the Consumer Protection Act 68 of 2008 (CPA) or other applicable South African law.

Where the CPA gives you a right to return goods without penalty, the 20% restocking/handling fee will not apply, regardless of any other provision in this policy. The CPA specifically protects consumers concerning the quality, safety and durability of goods and provides statutory remedies for qualifying defective goods