Refund policy

Return & Refund Policy — FULLPACE™

Last updated: April 2026

Our Return Window

We offer a 30-day return policy from the date you receive your order. This means you have 30 days after receiving your item to request a return.

This policy is offered in addition to your statutory rights under the Consumer Protection Act 68 of 2008 (CPA), which provides South African consumers with certain non-waivable rights regardless of any store policy.

Eligibility For Returns

To be eligible for a return, your item must meet all of the following conditions:

  • Returned within 30 days of the delivery date
  • In the same condition as received — unworn, unused, and undamaged
  • In its original packaging with all tags attached
  • Accompanied by your receipt or proof of purchase

Items that have been worn, used, trimmed, or altered in any way are not eligible for return. This includes insoles that have been inserted into footwear and show signs of use or compression.

How To Start A Return

To start a return, contact us at fullpace@[youremail].co.za before sending anything back. Returns sent without prior authorisation will not be accepted and will be returned to sender at the customer's cost.

Once your return is approved, we will send you a return shipping label and full instructions on where and how to send your package.

Return address: [INSERT RETURN ADDRESS]

Damages & Incorrect Items

Please inspect your order immediately upon receipt. If your item arrives defective, damaged, or incorrect contact us within 7 days of delivery at fullpace@[youremail].co.za with your order number and photos of the issue.

Under the Consumer Protection Act 68 of 2008, you are entitled to a repair, replacement, or refund for goods that are defective or not fit for purpose. We will assess each case and resolve it within 5 business days of receiving your report.

Non-Returnable Items

The following items cannot be returned under any circumstances:

  • Items that have been worn, used, or trimmed to size
  • Items not in their original packaging
  • Sale items purchased at a discounted price
  • Gift cards
  • Items returned outside the 30-day window without prior written agreement

Please note that insoles are considered personal use items once inserted into footwear. For hygiene and safety reasons, we are unable to accept returns on used insoles unless the item is defective or damaged upon arrival.

Your Rights Under The Consumer Protection Act

Nothing in this policy limits or replaces your statutory rights under the Consumer Protection Act 68 of 2008. Specifically:

  • You have the right to receive goods that are safe, of good quality, and fit for purpose
  • You have the right to return defective goods within 6 months of purchase for a repair, replacement, or refund
  • You have the right to accurate and honest information about the product
  • You have the right to fair, reasonable, and just contract terms

In the event of any conflict between this policy and the CPA, the CPA prevails.

Exchanges

The fastest way to get the right item is to return your original order once approved and place a new order separately. Contact us at fullpace@[youremail].co.za to initiate the process.

Cooling-Off Period — Distance Sales

Under Section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA) you have the right to cancel any electronic transaction within 7 days of receiving your goods without penalty or reason. This applies to all orders placed through our website.

To exercise this right, contact us at fullpace@[youremail].co.za within 7 days of receiving your order. You will be responsible for the cost of returning the goods unless the goods are defective or incorrectly supplied.

Refunds

Once we receive and inspect your returned item we will notify you via email of the outcome within 3 business days.

If your return is approved, your refund will be processed within 10 business days to your original payment method. Please allow additional time for your bank or payment provider to process and post the refund.

If your refund has not reflected within 15 business days of approval, contact us at fullpace@[youremail].co.za.

Fullpace reserves the right to refuse a refund if the returned item does not meet the eligibility criteria outlined in this policy.

Shipping Costs

  • Return shipping costs are the responsibility of the customer unless the item is defective, damaged, or incorrectly supplied
  • Original shipping costs are non-refundable unless the return is due to our error
  • If you received a free shipping promotion the standard shipping rate will be deducted from your refund on non-defective returns

Contact Us

For all return, exchange, and refund queries:

Email: fullpace@[youremail].co.za Response time: Within 1–2 business days Hours: Monday to Friday, 8am – 5 pm SAST