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FAQ & Return, Refund and Exchange Conditions
how to: placing orders
Find the products that you love, choose the product variation (if applicable) and click add to cart. You will get a notification that your product has been added to cart. Click view cart to start the checkout process
how to: Check out page
On the checkout page, complete all the required fields (marked with a red asterisk ‘*‘). Shipping fees will be calculated automatically, based on the shipping address selected. Click ‘Place Order’ to proceed to the payment gateway
payment and payment options
We use SA’s most trusted payment gateway – PayFast to process all payments. This means that 1) your payment details are 100% safe and secure and 2) you have a selection of payment methods for your convenience. We offer the following payment methods (subject to availability):
- Credit & Cheque card
- Instant EFT
We offer cheap and flexible delivery options. Our deliveries are handled by The Courier Guy. Once your payment has been processed, you will receive an email notification with your invoice and a tracking link.
Delivery times vary based on the delivery option selected at checkout
We strive to ship out packages as soon as possible (Mon-Fri). You will receive another email confirming that your order has been shipped to you. Please note that the tracking link will only become active once the order has been shipped
We guarantee a piece of mind with our limited six-month warranty on all our products. The warranty covers structural and material defects (poor stitching / defective materials), under normal use conditions.
*Bags breaking while you try to carry out 200kg’s of weights out of the gym, to build your home gym are not covered*
Faulty/Damaged Items & Incorrect Items Shipped
In the unlikely case that you receive a damaged/faulty or incorrect item (We personally pack and ship our products and use an industry leading courier, hence unlikely…) you may request an exchange for the same product, free of charge.
If we no longer have the item in stock, we will contact you for an alternative solution. Please submit the exchange request within 14 days of receiving the item.
General returns & refunds
We’re so confident that you will love your new Soulo [insert product here] that we are doubling the industry standard 30 day return policy. That’s 60 days! If for whatever reason you are not 100% satisfied with your purchase, you are welcome to return your purchase within 60 days of the purchase date – no funny looks, no questions asked.
You can either exchange the product for a product of similar value or request a full refund. We’re not picky but we do require the following:
- The item(s) must be in the condition that you have received them – this includes the packaging and any attached tags
- No, we will not accept sweaty (used) gear – damaged, used gear may apply to the warranty section (see above)
- Returns of stock clearance items do not apply
We’ll send out a courier to collect the item(s). Once we have received and inspected the item(s), we will send you a confirmation email. Payment will be made to the original payment method, within 3-7 working days, if the above criteria are met.
how to: returns, refunds and exchanges
To submit a return, refund or an exchange request, please complete the contact form on the ‘Contact Us’ page. Please provide your name, email address, phone number and include your order number in the subject line along the reason for your query (return, refund or an exchange).
Please provide as much detail/information as possible in the message in order to fast-track your request. Please make sure that your request adheres to the above conditions, based on the request type.
We will reach out to you within 3 working days to finalise your request, get more information or make alternative arrangements.
Issues with the contact form? Please send us an email to firstname.lastname@example.org , including the above mentioned information.
still have a question?
For questions regarding branding, merchandising or anything else, please reach out to us via the ‘Contact Us’ page or any of our social channels listed on the ‘Contact Us’ page