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Returns Policy

EFFECTIVE : 4th May 2019


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Returns Policy

We stand by the quality of our products at Fit-Squirrel and we are confident that you will love your purchase too. If, however, you are unhappy with your purchase due to a fault/damage, we are more than happy to assist. You may return the item(s), postmarked within 14 calendar days of receipt, in its original re-sellable condition (unworn, unwashed, unaltered, unused, unassembled with original packaging & tags) for a store credit.  If 14 days have gone by since you received your purchase, unfortunately we cannot offer you a return. Returns will not be allowed on the basis of a 'change of mind'.

 

All approved returns are refunded via store credit in the form of a Fit-Squirrel Discount code.

1.1 If you meet the conditions for a return please send an email to orders@fit-squirrel.com to lodge your intention to return, including your
    • order number
    • details of what items you will be returning
      1.2. We will get back to you within 48 hours to confirm your eligibility for return and to send you a Returns Form for you to complete.
      1.3. Please note: the eligibility of a return only applies to the item(s) you lodge for return. Returning items without notifying us or returning additional items to what was lodged does not automatically qualify those additional items for return and Fit-Squirrel reserves the right to reject the return entirely or charge a processing fee.
      1.4. Returns lodged outside the 14 day period will not be accepted.

      2.  Non-Refundable Shipping Charges

      2.1. Original shipping charges are non-refundable.

      3.  Return in saleable condition.

      3.1. All items must be returned in the original re-sellable condition (unworn, unwashed, unaltered, unopened, unused, unassembled, undamaged and unmarked packaging & tags) for a refund in the form of a Fit-Squirrel Discount code.

      4. Preparing your item for return

      4.1. When returning an item we ask you enclose a copy of the tax invoice you would have received with the order (or order confirmation email) and the returns form as proof of purchase. We ask that you complete the returns form and send it, along with the items, back to us.

      4.2. The item/s will remain your responsibility until it reaches us. Fit-Squirrel will not be liable for any lost or damaged items being returned to us by you. For your own peace of mind we recommend you carefully repackage your item to avoid any damage during transportation and consider using express post or registered post to track your item. Please retain proof of postage until we have confirmed your refund has been processed.

      5. Processing of a return.

      5.1. Once your returned purchase has undergone a quality control check, our store team members will determine whether a refund will be offered in accordance with our Refund Policy. Please allow 7-14 business days from the time we receive your order for your return to be processed.

      5.2. We will notify you via email once your return has been processed and we will then refund your item at the purchase price in the form of a Fit-Squirrel Discount code. The Discount code will be valid for 12 months from the date of issue.

      5.3. Fit-Squirrel has the right to refuse returned goods if they do not meet our terms (see term 3.1 above). If the item is deemed unfit for return, Fit-Squirrel will notify you the return has been rejected and this decision is final. You then have the following options:

      • to have the item shipped back to you at your own cost
      • to have the item recycled or disposed of
      5.4. You will have 14 days to advise what course of action you would like us to take. After that, we will recycle your item.

      Fit Squirrel reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

      • An irregular or excessive returns history indicative of “ward-robing;”
      • An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; 
      • Potential fraudulent or criminal activity; or,
      • Items with removed tags and/or without original packaging

      Similarly, Fit Squirrel reserves the right to refuse service to any customer or entity, due to similar actions as noted above. 

       

      Fit-Squirrel Discount code 

      Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.
      If you are approved, then your return will be processed, a Discount code will be created and e-mailed to your nominated e-mail address.Please be aware that discount codes will only be for the price of the item and does not include any shipping costs.A re-issue will not occur if the provided email address by yourself is incorrect.The discount code will be a one off use and will be valid for a period of 12 months from the date of issue.

      Sale items 

      Reduced items and sale items are final and are not eligible for return.

      Exchanges 

      Fit-Squirrel Apparel DOES NOT PROVIDE EXCHANGES. We are more than happy to refund your purchase and accept returned merchandise. If you require a different size or colour you will need to return the item/s to us for a refund (excluding shipping costs) and then reorder the product. 

      Shipping

      Returns
      To return your product, contact us at orders@fit-squirrel.com with your original sales order number to begin the process.
      Fit-Squirrel does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return.Shipping costs are non-refundable. If you receive a refund (in the form of a discount code), it will only be for the item and not your shipping costs.

      Please allow 7 to 14 business days to process your return once it is received by our Returns Department.

      Helpful Hint: Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit.

      Returned to Sender & Refused Packages

      This can happen if :
      1) an address is invalid or missing information
      2) the carrier is unable to deliver your package
      3) the order is refused by the customer at the time of delivery.
      Returned to sender or refused packages will be restocked and you will be issued store credit in the form of a Discount code minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the Discount code at checkout when placing a new order using the correct address. Keep in mind that we do not guarantee your items will be in-stock at the time of your reorder.

      Faulty Items / Damaged Items

      In the unlikely event that you receive a faulty item, please contact us via orders@fitsquirrel.com immediately. We ask that you kindly post the item back to us with the reason for your return clearly noted on the returns form so that we can assess the problem. If the item is assessed as faulty, you are entitled to either a replacement item or your money back. If the relevant style is not in stock we will arrange a refund including delivery charges, so please include your postal receipt.

      Please note:

      • We aim to always represent and despatch quality products and do our utmost to inspect all products before they leave the premises and pack to withstand transit challenges.
      • It is a requirement that once your order is received, you open and inspect all items and packages within 48 hours. 
      • If you believe an item you have received is faulty or damaged, please notify us immediately upon receipt of the goods to allow us to resolve the matter quickly, quoting your order number, name and address, photos and as many details as possible. 
      • Claims placed for transit damages will not be accepted.

      Proof of Purchase

      • To exercise the rights related to a repair, replacement or refund, you will be required to present a proof or purchase in the form of the original tax invoice sent with your order or a print out of the order confirmation sent to your email when you originally placed your order.

      Wrong Item

      • If you have received an item that is not what you had originally ordered, please contact us immediately, quoting your order number, name and address, details of the product received and product originally ordered, and whether you require a refund or replacement. We will then be in touch with how to proceed with the return of the incorrect item.

      Gift Vouchers

      • Gift vouchers are final and cannot be returned by the purchaser or recipient under any circumstance. Gift vouchers are valid for three years from the date of issue.

      Please be aware:

      We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers are critical to ensuring delivery. Fit-Squirrel does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.



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      NEED MORE HELP?

      • Please feel free to contact us with any questions.
        E | orders@fit-squirrel.com