Understanding Refunds: Your Guide to Timely Reimbursement

At FirstShop, we understand the importance of timely refunds and strive to ensure a seamless process for our valued customers. Here's everything you need to know about when to expect your refund:

1. Order Cancellation: In the rare event that an order is canceled due to our inability to supply the ordered items, you can expect a full refund. We believe in transparency and fairness, and your satisfaction is our priority, even in such situations.

2. Returns Within 10 Days: If you return an item within 10 days of our delivery and opt not to receive a replacement, you'll be refunded upon acknowledgment of receipt of the item by the manufacturer or its agent. We aim to expedite the refund process to ensure a swift resolution for you.

3. Returns After 10 Days: For returns initiated after 10 days of our delivery, we must adhere to the manufacturer's warranty policy. Typically, the item will be sent to the manufacturer or their agent for assessment. If the item is found to be malfunctioning, they will provide a replacement. In cases where a replacement is unavailable, they will issue a credit note. Once we receive the manufacturing agents credit note, you will be refunded accordingly.

4. Refund Processing Times: Refunds initiated via credit cards may take up to 14 days to reflect in your account due to banking and/or payment gateway processes beyond our control. To expedite the process, we prefer refunding customers via Electronic Funds Transfer (EFT), which typically results in faster fund availability in your account.

5. Bank Account Confirmation: To ensure the security of your refund, we require a digitally stamped letter from your bank confirming that we are refunding you and not someone else. Obtaining a bank account confirmation letter is simple and can be done by downloading it from your online banking app and forwarding it to us at refunds@firstshop.co.za.

6. Comprehensive Information: For more detailed information on our refund process, including specific conditions and requirements, please refer to our returns and refund policy page on the FirstShop website. We've provided comprehensive details to guide you through the process and address any concerns you may have.

At FirstShop, we're dedicated to providing exceptional service, even in the event of refunds. If you have any questions or need further assistance regarding refunds, please don't hesitate to contact our customer support team. We're here to help.

Thank you for choosing FirstShop. We appreciate your trust in us, and we're committed to ensuring a positive experience for every customer.