Support
Refunds
Request a refund or track one you have already submitted. Every request is reviewed by our team, and approved refunds are paid within 7 working days.
Refund policy
Refunds return to the original payment method
Card-payment refunds are released only to the card used for the original purchase, through the payment provider. Requests to pay a different card or substitute bank account are declined immediately. Do not supply card numbers, CVVs or expiry dates. Bank details and a bank confirmation letter verify the original payment account; they do not authorise an alternative payout for card payments. EFT payments are refunded by bank transfer to the verified original payment account. This does not remove your statutory consumer rights; contact billing@fxde.co.za if your original card has expired or been replaced so we can resolve the refund with the payment provider.
Which payments qualify
Only orders paid in full by EFT or a once-off card payment may qualify for a refund through FXDE, provided the request meets the requirements of this refund policy. If you paid with PayFlex or another instalment or flexible payment option, please request your refund directly through that provider.
Faulty or defective items (qualify even if used)
If an item is faulty, defective, damaged in transit, not as described, or the wrong item was sent, it qualifies for a refund, repair, or replacement even if you have opened and used it. Some faults only show once the product is in use, so opening the box does not affect your claim. Under the Consumer Protection Act you are protected for defective goods for up to six months.
Change of mind (unused and original condition)
If there is nothing wrong with the item and you simply changed your mind, a return may be accepted only if the item is unused, in its original packaging and condition, and within our returns window. Because there is no defect, we cannot accept change-of-mind returns on items that have been used.
What does not qualify
Items damaged through misuse, accidental damage, or normal wear and tear; change-of-mind returns on items that have already been used; and orders paid with PayFlex or another instalment option, which are refunded through that provider. If a product is faulty, the first two don't apply, faulty items always qualify.
What we need for every refund
Every refund request must include your bank account details (account holder, bank, account type, account number and branch code) and three documents: a bank confirmation letter from your banking app or online banking, proof of payment from your bank showing the amount leaving your account, and a screenshot of your FXDE order confirmation email. A request can't be submitted without them, because they let us confirm your payment and make sure your money goes to the right account. We never ask for card numbers, CVVs or expiry dates. For your security, never send these by email or WhatsApp.
How to request a refund
Request a refund on the refunds page with your order number, your reason, and the details and documents above. You will receive a refund tracking code by email. While your request is in review, you can change your banking details or replace a document on the Track a request tab. Our team reviews every request and will approve or decline it with a reason.
If your refund is approved
Once our team approves your refund, we will email you to confirm and send it, with your documents, to our finance team for payment. From that point your details can no longer be changed. The refund amount is what you paid for the order, including delivery. Approved refunds are paid within 7 working days. Your banking details and documents are deleted once your refund is paid.