Refund policy

Return & Refund Policy

Last updated: 10 June 2026

This Return & Refund Policy applies to all purchases made from Fidelo ("we", "us", "our") via fidelo.co.za. It forms part of our Terms of Service. It is designed to comply with the South African Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

Important: Nothing in this policy limits or removes any right you have under the CPA or ECTA. Where this policy gives you more than the law requires (for example, our 30-day change-of-mind window), those extra rights are offered voluntarily and on the conditions set out below.

1. Quick summary

  • Faulty, unsafe or not-as-described goods: return within 6 months for repair, replacement or refund — at our cost (CPA s56).
  • Online cooling-off: cancel an online order within 7 days of delivery, no reason needed — you pay return shipping (ECTA s44).
  • Damaged-in-transit or wrong item: tell us within 7 days of delivery and we'll make it right at our cost.
  • Changed your mind: return unused, unopened items in original packaging within 30 days, subject to the conditions in clause 5 (you pay return shipping; a restocking fee may apply).
  • All returns require prior authorisation — please contact us first (clause 6).

2. Faulty, defective or unsafe goods (CPA section 56)

Under the CPA, all goods come with an implied warranty that they are of good quality, in working order and free of defects. If, within 6 (six) months of delivery, goods are found to be defective, unsafe, or materially different from what was described, you may return them and you may choose, at no charge to you, to have them:

  • repaired; or
  • replaced; or
  • refunded.

We will cover the reasonable cost of returning defective goods. This right does not apply where the defect or damage was caused by misuse, abuse, accident, normal wear and tear, failure to follow instructions, or unauthorised alteration or repair, or where you were specifically made aware of the defect before purchase (for example, clearly marked "sold as seen" items).

3. Your online cooling-off right (ECTA section 44)

Because you purchase online, you may cancel your order within 7 (seven) days after the date you receive the goods, without reason and without penalty. To do so, contact us at fidelo.support@gmail.com.

  • Goods must be returned undamaged, unused and in their original, complete packaging.
  • You are responsible for the cost of returning the goods.
  • We will refund the price you paid for the goods within 30 days of cancellation. We may deduct the direct cost of recovering the goods where permitted by law.
  • This right does not apply to goods that, by their nature, cannot be returned, or that have been unsealed/used and cannot be re-sold for health or hygiene reasons (see clause 7).

4. Damaged in transit or incorrect item received

Please inspect your order on delivery. If an item arrives damaged, or you received the wrong item, notify us at fidelo.support@gmail.com within 7 days of delivery, with your order number and clear photos of the item and packaging. Once verified, we will arrange a replacement or full refund (including reasonable shipping costs) at our expense.

5. Change-of-mind returns (our voluntary 30-day policy)

If you simply change your mind, we offer returns within 30 days of delivery, on the following conditions:

  • the item is unused, unworn and undamaged, with all tags, accessories and free gifts included;
  • the item is in its original, undamaged and unopened/resealable packaging;
  • you have proof of purchase (order number or receipt);
  • the return has been authorised by us in advance (clause 6);
  • you pay the return shipping cost; and
  • a handling/restocking fee of up to 10% of the item price may be deducted where the item or packaging is not in fully resalable condition.

Original (outbound) shipping fees are non-refundable on change-of-mind returns. Change-of-mind returns do not apply to the items listed in clause 7.

6. How to start a return (authorisation required)

  1. Email fidelo.support@gmail.com (or WhatsApp +7 700 800 1637) with your order number, the item(s), and the reason for return.
  2. We will respond with return authorisation and the return address and instructions.
  3. Pack the item securely and send it using a tracked, insured courier.
  4. Do not send items back without authorisation — unauthorised or unidentifiable returns may be refused or returned to you at your cost.

7. Items that cannot be returned for change of mind

For health, hygiene and safety reasons, the following are not eligible for change-of-mind returns (your statutory rights for defective goods under clause 2 still apply):

  • items that have been used, worn by or fitted to a pet, or otherwise unsealed where re-sale would be unhygienic;
  • items with broken seals or missing original packaging, tags or parts;
  • gift cards and vouchers;
  • personalised or made-to-order items;
  • clearance, sale or "final sale" items, unless they are defective.

8. Condition, inspection and our right to assess

  • All returned goods are inspected on receipt. Refunds, replacements or repairs are processed only after inspection.
  • We may decline a return, or apply a reasonable reduction, where goods show signs of use, damage caused after delivery, missing items, or where the conditions of this policy are not met.
  • Where there is a dispute about whether goods are defective, we may require the goods to be assessed by the supplier, manufacturer or an independent party, as allowed under the CPA.
  • Risk in returned goods remains with you until we receive them — please use a tracked, insured method, as we are not responsible for items lost or damaged in return transit.

9. Refunds

  • Approved refunds are made to your original payment method.
  • We aim to process refunds within 7–14 business days of approving the return; the time for funds to reflect depends on your bank or payment provider.
  • Refunds may be reduced by any applicable restocking fee (clause 5), the direct cost of recovering goods (clause 3), or non-refundable outbound shipping, as permitted by law.

10. Exchanges

If you would like a different item, the quickest method is to return the original (subject to this policy) and place a new order. Where we offer a direct exchange, any price difference and applicable shipping will be payable.

11. Complaints and dispute resolution

If you are unhappy with how a return has been handled, please contact us first at fidelo.support@gmail.com so we can resolve it. You also have the right to refer a consumer complaint to the Consumer Goods and Services Ombud (CGSO) at www.cgso.org.za, or to the National Consumer Commission (NCC).

12. Contact us

  • Email: fidelo.support@gmail.com
  • WhatsApp: +7 700 800 1637
  • Returns address (request authorisation before sending): Rooiels no 3, Renosterbos Estate, Hartenbos, Western Cape, 6520, South Africa

This policy is governed by the laws of the Republic of South Africa.