Exchange, Return & Refunds Policy
THE FITZ STUDIO ®
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Thanks for purchasing our products at online store 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. As a jewellery company that sells hypoallergenic products, we prioritize customers' health and safety above all else, 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 with simple change of mind or products past our own refund period. Please be sure to be aware of this and make your purchase accordingly.
1-2. We cannot refund, return, or exchange all sale products, T&C products, all earrings, body piercing products, hair accessories and other beauty products even within the refundable period. We would like to firmly inform you that we do not offer refunds on sensitive items, under any circumstances, regardless of the reason. Please be aware that the no-refund policy on hygiene-related products is based on South African law, and we kindly ask that you take this into consideration before making your purchase.
1-3. Our 316L premium stainless steel products are carefully priced and are not sold at inflated prices like some other retailers' stainless steel or high-end fine jewellery. Furthermore, our products are not cheaply made in random factories, but are mass-produced through trusted manufacturers who follow ethical production methods. Together with the many stores, our dedicated staff, and the customers who trust us, we take greater responsibility in offering each product at a reasonable price. Based on all these reasons, we do not offer free exchanges, refunds, or warranty services once the refund period has passed. We take responsibility in offering 316L premium stainless steel, a consumable material, at a fair price, and kindly ask that customers refrain from requesting unnecessary exchanges, refunds, or warranty services.
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2-1. The refund and exchange period we offer is within 7 days from the date you receive the product (or from the date the collection product was picked up at Canal Walk store). Please contact our customer service channel 082 300 8042 (Whatsapp message only) or email thefitzstudio@gmail.com within 7 days for all products, excluding those that are non-refundable.
2-2. Please note that online purchases cannot be refunded in-store under any circumstances. Refunds will only be processed through the original payment method used for the purchase, so for refunds/exchanges on online purchases, please be sure to contact our customer service channel.
2-3. When requesting a product refund or exchange, you can return the item to our Canal Walk store or send it back to us via courier. The shipping costs incurred during this process must be fully borne by the customer, and the shipping fee that was previously paid will not be refunded. When your refund or return is determined, we will do refund or return when we receive the product in the original packing (Product must be unworn & unused).
2-4. To process a refund, we will need the details of the card or bank account originally used for the payment. Our customer service team will reach out to you for this information. We will then request the refund through the payment website Payfast, and depending on your bank or card type, it may take anywhere from 2 business days to a maximum of 14 business days.
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3. 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 stock missed. If you think there is something missing from the delivery or the wrong item was delivered, Please contact us as soon as you receive the product. As mentioned earlier, the refund period is 7 days. We will carefully review our inventory records to ensure an accurate assessment. If an error in delivery is found on our part, we will offer a voucher or process a refund, depending on your preference. Regrettably, due to the high shipping costs, we are unable to resend the product to your location.
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4-1. Waterproof and non-tarnishing stainless steel jewellery is not a fine jewellery or lifetime jewellery. Please be aware that these products are consumables, and the lifespan and potential for malfunction of cubic or hook of the chain can vary depending on factors such as the duration of use and how the product is worn. This is not due to the customer's or the manufacturer's fault, but rather a limitation inherent to 316L stainless steel products. For this reason, please keep this in mind when using the jewellery. Especially when it contains cubic zirconia, take extra care when wearing it during water activities.
4-2. Discoloration and tarnish-free are different things. Tarnish-free means that the product won't oxidize on the skin (they won’t leave any green or black mark on skin like other costume jewellery). All of the gold stainless steel products we sell are 18k gold-plated. It is important to note that all plated jewellery will naturally experience color changes over time (=discoloration). This is a natural occurrence of the metal and is different from "tarnishing". The extent and speed of the plating wear can vary depending on factors such as the frequency of wear, how it is worn, and individual skin characteristics. This natural process occurs with premium gold-plated products as well as those with thicker PVD coatings.
4-3. The faulty clasp of earrings 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.
4-4. Selling 316L stainless steel products at much affordable price does not mean that our product quality is bad or a marketing tactic. You need to know even in companies that sell expensive stainless steel 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 or requesting an unconditional refund, we kindly ask that you take a moment to learn more about the stainless steel product. We strive to provide clear and accurate information about the features of our products, without relying on exaggerated advertising or inflated prices. Although there may be many trial and error in the beginning, we firmly believe that this will serve as the foundation for the future growth of our business. Every day, we are dedicated to providing our customers with the right information in our stores. 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!
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5. If your item(s) are stoled or vandalized by the courier company, please contact us as soon as possible via our customer service channel 082 300 8042 (Whatsapp message only) or email thefitzstudio@gmail.com so that we can claim a refund to the courier company (Fastway, PAXI). We will do our best to ensure accurate delivery regarding any issues that arise during the shipping process. We will issue a refund for lost products if the delivery company has completely lost the package.
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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6. 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 channel 0823008042 ( Whatsapp message only, no call service) or Email (thefitzstudio@gmail.com). 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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