Refund policy

Due to the nature of our products, the company has a “No Return and No Refund Policy”, and does not accept any returns or exchanges, does not permit any money back or refunds on any items purchased through our online stores, or at any one of our stockists, except for the following:

  1. The products are faulty,
  2. The incorrect product was sent to you, or
  3. The product is damaged beyond reasonable ability of use.

In the unlikely event that you have received the wrong item, a defective or damaged item, please send an email to customer service (info@fransolet.co.za) within 24 hours after receiving the parcel with the following details:

  1. Your order number
  2. Which item(s) is/ are damaged
  3. Photographic evidence and description

Please do not send back any wrong, defective, or damaged item, unless so advised by our customer service. This may result in a slower resolution time. Unless proof of wrong items sent, defective items or damaged items has been verified by our customer service department, we cannot action a replacement.

To start a return, you can contact us at info@fransolet.co.za. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted or processed.

To be eligible for a return, your item must be in the same condition that you received it, unopened and unused, in its original packaging. No returns or refunds will be processed if your order have visibly been used. You’ll also need the receipt or proof of purchase.

Once we receive your returned item, we will inspect it confirm receipt. We will notify you within 10 business days on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment).

We are unable to offer any returns or exchanges for any other reasons, including if you did not like the product. We also cannot accept returns on sale items or gift cards.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right. Any of the above not reported within 24hours from delivery, with photographic evidence will unfortunately not be eligible for a return or refund.

Exchanges
The fastest way to ensure you get what you want is to return the item you have as per above instructions, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@fransolet.co.za.

Cancellations

Our fulfilment process begins immediately after an order is received, so we are unable to accommodate cancellation requests.  All confirmed orders will be subject to our standard return policy.

Out of Stock Items

In the unlikely event that an item becomes unavailable, the company reserves the right to cancel your order or items within your order at any time. We will provide a full refund, back to your original form of payment. You will be notified via email of any orders or items we cannot fulfil and have refunded.

You can contact us with any question at info@fransolet.co.za.