FLVUNT Pty Ltd ("FLVUNT", "we", "us" or "our") processes refunds in accordance with this Refund Policy, the FLVUNT Returns Policy and applicable South African consumer law.
1. When a refund may be issued
A refund may be issued where:
- a return qualifies for a refund under FLVUNT's Returns Policy;
- FLVUNT is unable to fulfil an order;
- an incorrect product has been supplied and a refund is the appropriate remedy;
- a product is defective, unsafe or materially non-conforming and a refund is the applicable remedy; or
- a refund is otherwise required under applicable consumer law.
Not every approved return will necessarily result in a refund — depending on the circumstances, the applicable remedy may instead be a repair, replacement or exchange.
2. Change-of-mind refunds
Where FLVUNT accepts a change-of-mind return under the Returns Policy, the customer may be eligible for a refund once the returned product has been received and assessed. The product must satisfy the applicable return conditions, including being unused, unworn, unwashed and in its original condition. FLVUNT may refuse a change-of-mind refund where the product does not meet those conditions.
3. Sale and promotional items
Sale, discounted and promotional items are not eligible for change-of-mind refunds or returns, unless otherwise stated by FLVUNT at the time of purchase. This does not exclude or limit any statutory rights that apply where a sale or promotional product is defective, unsafe, incorrectly supplied or otherwise fails to meet the requirements of applicable consumer law — where a statutory remedy applies, FLVUNT will provide it.
4. Made-to-order and production-after-order items
Products identified as made-to-order, produced after order, or otherwise specifically produced or arranged for a customer are not eligible for change-of-mind refunds or returns. This may include products such as FLVUNT tracksuit sets where an order results in the item being sewn or produced specifically to fulfil that order. Review the product description, sizing and availability information carefully before ordering these products.
This exclusion does not apply where a statutory consumer right or remedy applies, including where the product is defective, unsafe, materially different from what was agreed, or otherwise does not comply with applicable consumer law.
5. Refunds for products that cannot be fulfilled
If FLVUNT accepts an order but subsequently determines the product cannot reasonably be fulfilled, FLVUNT will contact the customer. Where FLVUNT cannot provide an appropriate alternative or fulfil the order within an agreed timeframe, the customer may be offered a refund where applicable.
6. Refund after return
Where a returned product qualifies for a refund, FLVUNT will process it after the returned product has been received and assessed, without unnecessary delay once approved. Where FLVUNT requires banking information to process a refund, the customer must provide accurate details through the customer support process — FLVUNT is not responsible for delays caused by incorrect banking information or by the customer's bank or payment provider.
7. Refund method
Where reasonably possible, refunds are made using the original payment method used for the transaction. Where that cannot reasonably be used, FLVUNT may request the customer's banking details or use another appropriate refund method. Never send banking information through an unsecured or unofficial channel claiming to represent FLVUNT.
8. Shipping costs
Where a customer makes a qualifying change-of-mind return, the original delivery charge may not be refundable where applicable law does not require it to be refunded. Where a product is defective, incorrect, materially non-conforming or otherwise qualifies for a statutory remedy, FLVUNT will handle applicable delivery and return costs in accordance with the customer's legal rights.
9. Partial refunds
Where only part of an order is returned and qualifies for a refund, FLVUNT will refund the applicable returned item(s) rather than automatically refunding the entire order, unless a statutory remedy requires a different outcome.
10. Failed or duplicate payments
If a customer is charged more than once for the same transaction due to a payment-processing error, FLVUNT will investigate and arrange the appropriate refund for any confirmed duplicate payment.
11. Refund processing times
Once a refund has been approved, FLVUNT will initiate it within a reasonable period. The time required for the funds to appear in the customer's account depends on the payment provider, banking institution or payment method used — FLVUNT does not control the processing time of a customer's bank or third-party payment provider.
12. Fraudulent or unauthorised transactions
Where FLVUNT reasonably suspects that an order or refund request involves fraud, unauthorised payment activity or misuse of the returns process, FLVUNT may investigate the transaction and delay processing while the matter is reviewed. Nothing in this section removes any lawful consumer rights.
13. Consumer rights
This Refund Policy does not remove, restrict or replace any mandatory consumer rights or remedies available under South African law. Where applicable law requires FLVUNT to provide a repair, replacement, refund or other remedy, FLVUNT will comply with that requirement.
14. Contact
For refund enquiries, contact FLVUNT through the customer support contact details published on this website, and provide your order number and relevant return information.