Refund policy

RETURNS, REFUNDS & EXCHANGES:

At FREAKFLAG we are committed to providing high-quality products and excellent customer service. Our returns and refunds policy complies with the Consumer Protection Act, 2008 (CPA) of South Africa, ensuring that consumers receive fair treatment while maintaining our business integrity.

STATUTORY RIGHTS UNDER THE CONSUMER PROTECTION ACT:

In accordance with the Consumer Protection Act, consumers have the following rights regarding returns:

Defective or Unsafe Goods (Section 56 of the CPA):

If a product is defective, unsafe, or not of acceptable quality, consumers may return it within six (6) months of delivery for a repair, replacement, or refund. This does not apply to defects caused by misuse, normal wear and tear, or failure to follow product care instructions.

Cooling-Off Period for Direct Marketing (Section 16 of the CPA):

If a product was purchased as a result of direct marketing, the consumer has the right to cancel the purchase within five (5) business days of receiving the goods for a full refund, provided the product is returned in its original condition.

Goods Not Examined Before Purchase (Section 20 of the CPA):

If a consumer did not have the opportunity to inspect the goods before purchase (e.g., online purchases) and the goods are unsuitable for their intended purpose, they may return them within ten (10) business days. The business will cover the return costs in such cases.

No Returns for Buyer’s Mistake:

FREAKFLAG does not accept returns or refunds for buyer’s mistakes, including but not limited to:

  • Failure to read the product description before purchase.
  • Accidental purchases.
  • Change of mind after purchase.
  • Ordering the wrong size, colour, or model when the correct information was provided in the product listing.

Please carefully review product descriptions, specifications, and sizing charts before making a purchase. If you are unsure, contact us for assistance before completing your order.

Discretionary Returns (Case-by-Case Basis):

Beyond statutory rights, FREAKFLAG may accept returns on a discretionary basis, at our sole discretion, if the following conditions are met:

  • The item is returned within 7 days of purchase.
  • The item is unused, in its original packaging, and in resalable condition.
  • A valid proof of purchase is provided.
  • The return is not for a non-returnable product, such as personalized goods, perishable items, or digital downloads.

Please Note:

  • Approval for discretionary returns is not guaranteed.
  • Approved returns may be eligible for store credit or exchange rather than a refund.
  • A restocking fee may apply to cover processing costs.

RETURN & REFUND PROCESS:

  1. Contact us at with your order details and reason for return.
  2. If your return request is approved, we will provide instructions for shipping or drop-off.
  3. Once we receive and inspect the item, we will process your refund, exchange, or store credit within 12-15 business days.

Return Shipping:

If the return is due to a defect, incorrect item, or statutory right under the CPA, FREAKFLAG will cover the return shipping costs.

For discretionary returns, the customer is responsible for return shipping fees.

We recommend using a trackable shipping service, as we are not responsible for lost return shipments.

Changes to This Policy:

FREAKFLAG reserves the right to modify this Returns & Refunds Policy at any time, in compliance with South African consumer protection laws. Updates will be posted on our website, and it is your responsibility to review them periodically.

By purchasing from FREAKFLAG, you acknowledge and agree to this policy. For any questions, please contact us at info@frealflagbandmerch.com

INSTRUCTIONS FOR RETURNS/EXCHANGES:

REQUEST:

To return or exchange an item, simply reach out to our dedicated support team via email, within 7 days. Thereafter, we do not accept returns or exchanges.

To help us make it a faster turnaround for you, please include the following information in your email:

  • Your order number.
  • Your email address.
  • A list of what you’re sending back and why.
  • Whether you want store credit or a replacement/exchange.
  • Photographic evidence if necessary.

Return shipping is payable by the customer, so the choice of carrier/shipping method is at your discretion. However, we would always encourage you to choose a tracked option.

We will cover shipping the exchanged item back to you.

INSPECTION:

All items are inspected on return. In order to receive your requested exchange, or a full refund/store credit, all items must be returned unworn/unused, and in the same condition you received them, with their original packaging, and with all tags and labels attached (for example, shoes should be returned with the original shoe box). Please note that for hygienic reasons, we do not accept returns or exchanges on items such as underwear or jewellery.