Refunds and Returns

Our promise

Your satisfaction is our guarantee. If you’re not completely happy with something you’ve ordered from Fishient, we’ll gladly exchange it or issue you a refund. To start a return, exchange or refund, simply email us at tarryn@fishient.com within 30 days of receiving your order, with your order details, the items you’d like to send back, and — for an exchange — what you’d like instead.

We’ll reply with a returns reference (your Return Authorisation). Please include it with your parcel so we can match it to your order quickly; returns sent without one can be difficult to identify and may delay things. Once your return is approved, please send it to:

Fishient Trading 11 Impathle Drive, Pennington, 4184 South Africa

 

Anything you return or exchange should come back in the same condition you received it — new, unused, securely wrapped, in its original packaging with any tags or labels still attached, and with your delivery slip enclosed. Items that arrive needing to be repackaged may be subject to a restocking fee, and items we determine have been used and are no longer in new condition may not be eligible for return. Where returned items show damage or a loss in value from handling beyond a reasonable inspection, we may deduct that amount from your refund.

Return shipping

For exchanges and change-of-mind returns, return postage is prepaid and insured by you — both for sending the item back to us and for sending any exchange back to you. We can’t guarantee receipt of returned parcels and aren’t responsible for loss or damage on the journey back to us, so we strongly recommend shipping with tracking and insurance. We’re not able to refund original return postage or repacking costs.

 

Faulty or defective items

If you receive something you believe is defective, please contact us with details of the product and the fault within 2 weeks of noticing it. This covers defects in materials or manufacture, rather than ordinary wear, misuse or accidental damage. Once we’ve received and examined the item, we’ll let you know by email whether we’ll repair it, replace it, or refund you. If the item is defective, you won’t pay any return shipping — we’ll cover it — and any refund will go back to your original payment method.

 

Damaged in transit

Please check your parcel as soon as it arrives. If it has clearly been damaged in transit, refuse the delivery where you can and contact us straight away so we can get a replacement to you as quickly as possible.

 

Refunds

Once your return has been received and approved, we’ll refund you using your original payment method within 15 days, and we’ll always confirm by email.

 

International orders

• VAT is deducted at checkout for delivery addresses outside South Africa;

• any import duties or taxes charged by your own country are your responsibility and are outside our control;

• we cover the bank charges on our side, while any currency-conversion or sending fees on your side are yours.

 

We’re here to help

We’re passionate about our products, and we want you sorted out. If you have any questions about this policy, please don’t hesitate to get in touch at tarryn@fishient.com.