This Returns Policy outlines the guidelines and procedures for returning products purchased on FEATSY in accordance with the South African Consumer Protection Act (CPA).  Please read this policy carefully to understand your rights and obligations regarding returns.

1.     Eligibility

1.1    Returns are only accepted for products purchased on FEATSY.

1.2    Returns are subject to the specific return policy of the individual seller, from whom the product was purchased. Each seller may have their own return policy, and it is important to review their terms and conditions before making a purchase.

1.3    To be eligible for a return, the product must be unused, in its original condition, and in the same packaging as when received.

1.4    Certain items, such as perishable goods, personalised items, or intimate products, may not be eligible for return due to health and safety reasons. Please check the product listing for specific return eligibility.

2.     General Return Guidelines

2.1. Before initiating a return, please ensure that you meet the following conditions:

2.1.1 The product is eligible for return according to the seller’s return policy.

2.1.2 The return request is made within the specified return period as determined by the seller.

2.1.3 The product is in its original condition, unused, and in its original packaging.

2.1.4 The product is accompanied by all its original accessories, tags, labels, and documentation.

2.1.5 The product does not fall under any exceptions or exclusions mentioned in the seller’s return policy or the CPA.

2.2    Return Timeframe:

Merely as a guideline, you may have 7 (seven)business days from the date of delivery to initiate a return request however this time period may differ from one seller to another and accordingly, specific regard should be had by you to the seller’s policy. 

2.3 Return Process

2.3.1 To initiate a return, please reference the seller’s returns policy and contact the seller directly through their stall to request a return or replacement.

2.3.2   Provide the order details, the reason for the return, your preferred remedy (replacement, repair, or refund), and any supporting documentation or images, if necessary.

2.3.3  The seller will then communicate directly with you to resolve your return request.

2.3.4   Not adhering to these guidelines and the seller’s returns policy may cause delays in processing your request or potentially result in its rejection by the seller.

2.4 Return Shipping

2.4.1 For prompt processing of your request, it is your responsibility to:

• Safely and securely package your products to ensure their protection during transit.
• Clearly indicate your order return reference number on the outer packaging of the parcel.
• Include all accessories and parts that were originally sold with the product.
• Comply with the seller’s returns policy

2.4.2   Customers are responsible for the return shipping costs

2.4.3   FEATSY ware not held responsible for lost or damaged return shipments.

3.     Refunds

3.1    Refunds or adjustments paid by FEATSY to customers may be initiated using the refund functionality in the seller’s payment account for a period of 7 (seven) days after the purchase was made.  Please review the Sellers policies to confirm if they allow refunds.   

3.1.1 Refunds issued by FEATSY will be in the original form of payment, and if such payment is not available, a FEATSY credit will be issued.

3.1.2 For full refunds to customers who used a FEATSY gift card towards their  rchase: the customer will be refunded by the seller the amount they paid as part of the purchase, and FEATSY will be refunded the amount contributed by FEATSY via the FEATSY gift card. For partial refunds to customers who used a FEATSY gift cards, refunds will be made to the customer and FEATSY proportionate to the amount contributed to the underlying purchase (in FEATSY’s case via a FEATSY gift card.)

3.1.4 FEATSY reserves the right to refund customers and recoup such refunded amounts from the seller where the seller has been refused service by FEATSY in accordance with FEATSY’s Terms of Use and/or in circumstances where the seller has unfulfilled or overdue orders. In the event FEATSY undertakes to refund the customer, FEATSY shall in no way accept liability for such refund as the liability shall remain at all times with the seller.

3.2    Refund Process

3.2.1 Once the seller has received the returned product and verified its condition, they will initiate the refund process.

3.2.2 Refunds will be issued in the original form of payment used for the purchase.

3.2.3 Please note that the seller may deduct any applicable return shipping costs, restocking fees, or other charges from the refund amount, as specified in their return policy.

3.2.4 Please allow 7 (seven) business days for the refund to be processed and reflected in your account, subject always to the seller’s refund policy.

4.     Exchanges

4.1    Please refer to the seller’s exchanges terms and conditions policy as exchanges are subject to the specific exchange policy of the individual seller, and FEATSY is not responsible for exchange-related matters.

5.     Damaged or Defective Items

5.1. In the event that you receive a damaged or defective item, please contact the seller directly. They will work with you to resolve the issue promptly.

5.2 Please ensure to document the condition of the package before opening it. Take clear photos or videos of the packaging from various angles to provide evidence of the damage.

5.3 Upon opening the package, carefully inspect the item(s) for any visible damage or defects. Take detailed photos or videos of the damaged or defective areas.

6.     Warranty Claims

6.1 For warranty claims, please refer to the warranty terms and conditions provided by the seller. Warranty claims are subject to the specific warranty policy of the individual seller, and FEATSY is not responsible for warranty-related matters.

7.     Modifications to the Returns Policy

7.1. FEATSY acts solely as an intermediary between customers and sellers using the FEATSY platform and accepts no liability whatsoever, howsoever arising,  as more fully provided for in the Terms of Use document. We encourage customers and sellers to resolve any disputes or concerns regarding returns directly with each other.

7.2. FEATSY reserves the right to modify or update this Returns Policy at any time, in its sole discretion. Any changes will be effective immediately upon posting the revised policy on our website.

7.3 It is your responsibility to review the Returns Policy periodically to stay informed about any possible changes.