Returns & Exchanges

Returns & Exchanges


Our policy is simple, we guarantee all unused or defective merchandise for 12 day s from the receipt of shipment. If you are not completely satisfied with your purchase, you may return it for a prompt refund or an exchange which will be subject to the inspection of the returned item and stock availability.
There are two return options available, either you may personally return/exchange your item in a Frasers store nationwide, or via courier back to our online store. Please remember to present your original invoice instore to assist with processing the return/exchange. All returns to the online store should be logged through the returns tab by clicking here. Exchanges may also be logged via the returns tab.
If you decide to return something for any reason outside of it being defective, late, or if a wrong product has been received then you will have to cover the cost of returning the item to us. If the reason for the return is due to errors on our side, then we will cover the costs of returning the item.
All returned items need to be unused and in perfect condition, with swing/ price/ care tags attached and in their original packaging. We cannot accept returns of worn, damaged products, personalised or otherwise non-saleable products.


If the goods have been approved for return, we will contact you and arrange for our couriers to collect the item from you.
In the event that you prefer to use your own courier company or to post the goods we will only accept responsibility once we physically receive the goods at our warehouse. Goods need to be sent to The House of Busby, cnr Silverstone and Van Riebeeck Streets, Gosforth Park, Germiston marked for the attention of the Frasers online store. In the event that you elect to return the goods to us vis this channel all risks will be for your account. If the postal service or courier company (other than our own courier company) loses the returned parcel the onus will be on the sender to resolve the issue of the lost parcel.
Please package all returned goods carefully so that the item does not become damaged en-route. Please include the Returns Request Number and a copy of the original invoice.


All credits will only be passed once we are in possession of the products in question.


REPAIRS


If you have travelled and your goods are now in need of some TLC, please take it through to any of our Frasers stores nationwide and we will gladly assist you. If you happen to not live near one of our stores please contact customerservice@frasersluggage.co.za and we will assist you with an alternative solution. Once your items have been received by our repairs department, they will be assessed and should your item no longer be under warranty, a quote and estimated time will be generated for your review. On approval of the quote, your goods will be repaired and you will be billed accordingly. Payment must be received before your goods will be returned to you.

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