Exchange, Return & Refunds Policy
THE FITZ STUDIO™
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Thanks for purchasing our products and being our customer. We hope you will be pleased with your purchase. With the use of services of this page, you agree with Terms and Conditions. Please read carefully. We appreciate your understanding in this matter.
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1. Please note that all sales are final, and we do not accept any refunds, returns or exchange. We take our customers' health and safety very seriously and want to ensure that our products are only sold as new, unused items. For this hygiene reason, we do not accept returns, refund or exchanges of our products.
Our products undergo thorough review by our shipping team to ensure their quality and order accuracy. We take pride in offering our customers affordable prices for our jewellery & other accessories, including competitive shipping costs in South Africa. Due to the associated expenses of products & shipping, we are unable to accommodate refunds or returns the shipping fee when you request a refund or exchange. We encourage customers to carefully consider their purchases (color or size) and our refund policy before finalising their order.
The FITZ Jewellery is not responsible for your wrong order, so please check the product size & description carefully before purchasing an order. We fully explained the product details on each product page online.
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2-1. You may return or exchange your items if your product size is wrong. Please kindly note that we do not cover the cost of return shipping (round-trip shipping fee). You have to pay the all shipping fee for your return or exchange, then we will only refund the cost of product fee (or return the new products to you). Please check the product size & description carefully before purchasing an order, and place your order. If you are not sure about the size or product, please visit our physical store or feel free to contact us via email or Whatsapp message. We love to help you.
2-2. Unfortunately, we cannot refund, return, or exchange all earrings, body piercing products, hair accessories and other beauty products at all for hygiene reasons.
2-3. When your refund is determined, we will do refund when we receive the product in the original packing (Product must be unworn & unused).
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3-1. All our items are delicately double checked by more than 2 employees in our shipping management department before shipment to ensure there are no manufacturing defects or missed. If you think there is something missing from the delivery, please contact us immediately. We will give you an answer after reviewing our own inventory list to check more accurately. If there is a wrong delivery from our side, we will provide a voucher or give you a refund according to your choice. We unfortunately cannot resend the product to your location because of the high shipping cost.
3-2. If you received a damaged product, please contact us within 2 days after receiving your parcel to claim refund. In order to prevent ambiguous refund request, we set the exact time period for refunds (2 days), and you can get a full refund within 2 days.
3-3. Waterproof-Non tarnishing stainless steel jewellery is not a fine jewellery or lifetime jewellery. Please be aware that these products are consumables, and the cubic or hook of the chain can be damaged by carelessness at any time. You are responsible for managing and using the product well. Please keep this in mind when using the jewellery. Especially when it contains cubic zirconia, take extra care when wearing it during water activities.
3-4. The faulty clasp is not a broken one, but can be fixed as much as possible by closing them with your fingers immediately. Please contact us if you need a help to close the opened hook, then our team will let you know how to close it.
Selling products at much affordable price does not mean that our product quality is bad. You need to know even in companies that sell expensive products, problems with products occur at any time. We sell thousands of jewellery every month, and it's common for large companies like us to have defective products every once in a while. Before making a bad review, please give us a chance to make up for it. If you give us a chance, we will do our best to bring a better product by fixing the product or checking the problem in the future. After all, our ultimate goal is to sell the best products at a lower price, so that all SA women have the jewellery they want!
3-5. If your item(s) are stoled or vandalized by the courier company, please contact us as soon as possible via Whatsapp 082 300 8042 (NO CALL) so that we can claim a refund to the courier company (Fastway, PAXI). You are responsible for checking your shipping information until you receive your parcel. We will send you a shipping confirmation email including your tracking number after dispatching your item to the courier company. Please check your tracking information regularly and understand the courier company is a team of humans, working with human hands. If you haven't received your order for too long or something wrong, please contact us immediately.
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4. Did your jewellery break down while using it a month after purchase?
As we mentioned earlier, Waterproof-Tarnish Free stainless steel jewellery is not a fine jewellery or lifetime jewellery. Please be aware that these products are consumables, and the cubic or hook of the chain can be damaged by carelessness at any time.
Unfortunately, we are not responsible for managing your jewellery. In other words, you have a responsibility to handle your jewellery well. All fashion and stainless steel (even including PVD coating product) jewellery should be handled smoothly, and we are no longer responsible for your jewellery management since you made the purchase and received it.
We kindly request our customers to handle our jewellery with care and take necessary precautions to avoid damage. We recommend avoiding rough handling, exposure to harsh chemicals, and excessive force or pressure on the jewellery. It is essential to store the jewellery in a safe and appropriate manner when not in use. We cannot accept refunds or returns for items that have been damaged due to mishandling or improper care. In particular, we can't refund products that have been purchased for a month even if the product is broken. By treating our jewellery with care and following these guidelines, you can ensure its longevity and enjoyment for longer to come. Please manage your jewellery carefully.
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5. Did your jewellery break down while using it within a month?
As we mentioned earlier, Waterproof-Non tarnishing stainless steel jewellery is not a fine jewellery or lifetime jewellery. Please be aware that these products are consumables, and the cubic or hook of the chain can be damaged by carelessness at any time.
We do not offer refunds. As stainless steel products are not fine jewellery or lifetime jewellery, we do not offer warranty services to our customers. Many of our customers have been using our products for over a year or two, and occasional changes in the condition of the jewellery can occur depending on individual care methods or skin conditions (especially skin oil conditions). Stainless steel with PVD coating does not means it is "100%" pure gold. We have conducted sufficient research on this matter, which is why we do not offer warranty services. We understand that there are more customers to be responsible for, and we aim to provide more responsible service. We appreciate your understanding and encourage you to consider this before making a purchase.
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5. Is the stainless steel earrings not closing properly?
If so, try adjusting the position of the part that closes lightly with your hands. Stainless steel products are not very rigid, so you can often adjust the angle of the earring closure part by hand (unless it's very thick). This is one of the ways our team members inspect jewellery, and it's a useful tip to know if you're buying stainless steel jewellery. Keep in mind that it may not be a defect in the product but rather a deformation of the closure angle due to external pressure. If you find it difficult to adjust on your own, feel free to reach out to us anytime. We'll be happy to send you a video showing how to repair it.
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If anything is unclear or you have more questions about your order or our products, please feel free to contact our customer support team ( Whatsapp 082 300 8042, Email thefitzstudio@gmail.com) (NO CALL SERVICE). Our customer service hours are from 9:00 AM to 6:00 PM, and we do not respond outside of these hours. Due to a high volume of inquiries, consultations are provided on a first-come, first-served basis, and we appreciate your understanding. We will do our best to provide faster service as well. Thank you so much.
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