Returns

Returns Policy

1. Returns Process

Go to www.ftssafety.co.za/returns 

Your Order History will appear. Select Request a Return on the applicable order, complete the required fields in the returns form and select a return method. 

Please return your items, with the labels attached, in the original packaging in which your order was delivered. Alternatively, place the items inside a clean plastic bag and seal securely. 


Return via Courier: 

When requesting a return, select the courier option and complete the required fields in the returns form. 

Please return your items, with the labels attached, in the original packaging in which your order was delivered. Alternatively, place the items inside a clean plastic bag and seal securely. 

Where there is more than one parcel, ensure that they are tied together. 

The courier will collect the package from the address you supplied within 3 – 4 working days.




FTS Safety also reserves the right not to refund a returned product if the product is returned without its original protective packaging and not safely packed in a delivery box. 

Furthermore, FTS Safety will not process a refund on defective or incorrect products should you not have followed the procedures as set out in this Returns Policy.

 

2. Returning non-defective products

Save for certain products that are excluded from this policy (earplugs, thermals), you are entitled to return any purchase concluded on FTS Safety, free of charge within 21 days of the product(s) being delivered. 

FTS Safety will also pay the cost associated with collecting the return from you. In order to obtain a refund to the rand value of the purchased items being returned, the product(s) being returned must be sent back to FTS Safety in accordance with the return procedure. 

Consequently, if upon receiving your purchase you are not satisfied with your choice of product(s) and wish to return it for a refund, please retain the product(s)’ original packaging, with labels attached, and do not wear the product. 

In particular, if you want to return non-defective footwear (size exchange), please ensure the items are returned in the exact condition they were received in (no scuff marks on the sole, and in their original packaging, with labels attached.

 

3. Returning Defective Products

3.1 General warranty: 

If within 90 days of delivery of a product, you find that the product is faulty, not commercially acceptable, and unsuitable for the purpose generally intended (or otherwise expressly indicated by FTS Safety at time of purchase), or not legally or reasonably durable (based on the circumstances and product type) ("defective"); 

FTS Safety will request pictures of the defective product and will arrange to collect such product / have it posted back, so that it can be inspected by the FTS Safety Quality Assurance team. If the product is subsequently found to indeed be defective, you are entitled to either: 
(a) be fully refunded or 
(b) have the product replaced at FTS Safety's expense (the decision between repairing or replacing being that of FTS Safety's depending on availability and other relevant circumstances, and in this regard you acknowledge that Sale/ Outlet products will usually not be replaced). 

If the product is found NOT to be defective and is commercially acceptable, you will NOT be entitled to any repair, replacement or refund but will instead be liable for the costs incurred in having the item be redelivered to you. 

A product is NOT defective and you will NOT be entitled to any, replacement or refund under the general warranty above if: 
(a) the faults/damage are a result of normal wear and tear; 
(b) damage arose from incorrect usage of the product; 
(c) the item has a reasonable amount of manufacturing or production imperfections, but is acceptable in accordance with the generally accepted commercial practices.

3.2 Supplier's warranty: 

Certain products may come with a supplier's warranty. If so, this will be stated in the product listing on the site. Clear details of these guarantees are given in their listings and no shopper may ask to be covered by a wider-ranging guarantee other than the one shown on such product listing. 

If you redeemed a voucher against your purchase of the item you are returning, the value of the voucher will not be refunded to you. FTS Safety will however issue you with a replacement voucher to the same value with the same terms and conditions as the original promotion, provided that the promotion is still active.

4. Returning Incorrect Products

FTS Safety will make all reasonable efforts to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on the site. 

However, should FTS Safety deliver the incorrect product(s) to you by mistake please do not remove the product from its original packaging, do not remove the labels or try the product on at all. FTS Safety will resolve the error by arranging to collect the incorrect product(s) from you and to deliver the correct product(s) to you as quickly as possible. 

Please do not try and remedy the situation by placing another order for the exact same product you were trying to purchase.

5. Exclusions

Unless defective, the following product types may not under any circumstances be returned to FTS Safety: 

For hygiene reasons, due to their nature: earplugs 

Products that have been branded or you or any other person has altered, repaired, incorporated or added to where such alteration, repair, incorporation or addition has not been authorised by FTS Safety.

 

6. Processing of Store Credit and Refunds

Should you be entitled to a refund for any reason, you will be refunded back to the form of payment you used to pay for the order unless you specified that you want store credit or a swop-out. 

If you request a refund – it will either be effected on the credit card used to purchase the product, or be deposited into the bank account whose details have been supplied with the return, within 10 business days of the returned item having been cleared by FTS Safety quality checking. 

If an order was paid in part or full with store credit the store credit amount will be refunded as store credit. An remaining portion will be refunded back to the form of payment used to pay for the order. 

Where your FTS Safety account has been credited, you will be entitled to use such credit towards other purchases made by you on the site. If store credit is to be refunded, this will only be done via EFT, except in the case of Unfulfilled orders, where the store credit is automatically loaded when the item is not available – this store credit can be refunded in the same way that the original payment was made. 

If you bought a sale item and want to return the item, the actual rand value (reduced price) will be refunded to you. 

If you want to return an item that you paid the full amount for but is now on sale, we will refund the actual rand value paid by you for the item. 

If you redeemed a coupon against your purchase, and wish to return the product from that purchase, the rand value paid for the product being returned will either be refunded or credited to your account as per your request. The value of the coupon that was redeemed will not be refunded to you, or credited to your account. Please refer to the specific coupon’s terms and conditions to understand whether the coupon will be reinstated and the relevant terms that will be applied. 


The refund should be processed within 10 business days of the returned items having been cleared by our quality checking team. 

If the credit doesn’t reflect in your account after 21 days, please contact the FTS Safety call centre by either calling 031 569 1555 or emailing support@ftssafety.co.za.

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