We want you to be satisfied with every purchase you make. If an item you purchased arrived broken, is faulty or isn’t what you had in mind, we’re here to help, subject to the below terms.

This policy forms part of the Floor Base Solutions (FBS) Terms of Service.

14 Days Exchange and Refund Policy
We will refund or exchange most goods if you return them within 14 days of purchase, provided:
it is in its original packaging and condition, including all attachments, accessories and documentation;
it is unused.
Returns and exchange requests for items purchased more than 14 days ago might incur collection, delivery and processing fees. However, goods that show a manufacturing defect within the first 6 months of purchase will be repaired, replaced or refunded at no cost to you. See Repairs and warranties.

If you purchased these goods on your FBS account you don’t need to provide your original invoice, we will find it for you.

Unwanted Goods

Unsuitable for purpose
If you indicated a particular purpose for which you intend using the goods to a salesperson who confirmed that you will be able to use the goods for that purpose, you may return the goods within 10 working days after you purchased them if it turns out that the goods are not suitable for the purpose you anticipated and indicated to the salesperson. Subject to FBS’s rights in law to charge you for use and to get the goods fit for re-stocking, we will give you a refund

You may bring the item back to the store for an exchange or contact FBS to make arrangements for the collection of the item. Promotional free or bundled items that were part of the purchase must also be returned. Please note that there will be a collection.

Incorrect item delivered
Should an item be incorrect, please contact FBS to arrange for the earliest convenient collection date. Once returned to the store, the Product will undergo an assessment following which, the correct item will be dispatched. Promotional free or bundled items that were part of the purchase must also be returned.

Defective or Damaged Goods
If your goods turn out to be defective within the first 6 months after you received them from us, FBS will repair them, replace them or give you a refund. Products may be returned to your nearest FBS stockist store or alternatively FBS can help you to arrange a third party collection. The courier service will be charged at the going rate for your area and Product specifications. Please note that it may not be possible to determine in-store whether goods have been damaged or what the cause of a failure or defect may be. This is important as it determines whether the goods may be repaired, replaced or refunded. Accordingly, FBS reserve the right to refer returned goods for technical assessment by the manufacturer or authorised service centre prior to repairing, replacing or refunding and to provide you with feedback within 10 days of receipt of the returned goods and to act accordingly. FBS may arrange for the assessment to take place at your home in the case of large appliances.

If your goods show a defect after the initial 6 month period, but still within the manufacturer’s warranty period, FBS will send the goods to the manufacturer for repair and the manufacturer will decide whether you have a valid claim and if so, whether they will repair or replace. If the goods become defective once the manufacturer’s warranty has expired, FBS can arrange with the manufacturer or its agents to repair them. No repairs will be done without you approving a quotation first.

Should an item be damaged or defective, please contact FBS immediately to arrange for the earliest convenient collection date. Please make a note on the delivery waybill of damages as well. Once returned to the store, the Product will undergo an assessment following which a decision be made on the replacement of the item. Promotional free or bundled items that were part of the purchase must also be returned.

Un-returnable Items
Certain Products are excluded from the 14-day exchange or refund policy due to hygiene reasons, applicable legislation or for reasons of cost-efficiency. The goods FBS exclude from the 14-day return and exchange policy are:
Goods which are sold as red ticket goods, damaged, defective, used or repaired, where FBS disclosed these facts to you before you bought the goods.

Credit note
Electronic transfer directly into your account (5 to 10 working days)
Cash (if the original payment was made in cash)
Credit card (by reversal back to your credit card and subject to banking delays)
Cheque – within one week of request and only once your original cheque is cleared
Gift card
FBS will refund a purchase for the exact amount paid less the following:
• Credit note,
• any delivery costs already incurred by FBS,
• any restocking fee for special orders.
Products may be returned to your nearest store or alternatively FBS can help you to arrange a third-party courier. The courier service will be charged at the going rate for your area and Product specifications. Please note that it may not be possible to determine in-store whether goods have been damaged or what the cause of a failure or defect may be. This is of importance as it determines whether the goods may be repaired, replaced or refunded. Accordingly, FBS reserve the right to refer returned goods for technical assessment by the manufacturer or authorised service centre prior to repairing, replacing or refunding and to provide you with feedback within 10 days of receipt of the returned goods and to act accordingly. FBS may arrange for the assessment to take place at your home in the case of large appliances.

If your goods show a defect after the initial 6 month period, but still within the manufacturer’s warranty period, Makro will send the goods to the manufacturer for repair and the manufacturer will decide whether you have a valid claim and if so, whether they will repair or replace. If the goods become defective once the manufacturer’s warranty has expired, Makro can arrange with the manufacturer or its agents to repair them. No repairs will be done without you approving a quotation first.

Should an item be damaged or defective, please contact FBS immediately to arrange for the earliest convenient collection date. Please make a note on the delivery waybill of damages as well. Once returned to the store, the Product will undergo an assessment following which a decision be made on the replacement of the item. Promotional free or bundled items that were part of the purchase must also be returned.

Repairs and Warranties
If you have purchased a product which is defective within its warranty period, please notify us as soon as reasonably possible after you become aware of the defect. Please take proper note of any terms or instructions that accompany your goods.

After the 6 months’ statutory warranty has expired, some products have an extended warranty. These warranties are usually stated in the Product brochure and may be subject to the manufacturer’s specific terms and conditions.

Goods that show a manufacturing defect within the first 6 months of purchase will be repaired, replaced or refunded. FBS can book a service call with the supplier on your behalf, if you phone in and request us to do this
The manufacturer’s warranty will only apply to defects in the process of manufacturing the goods and will not apply in the following instances:

Damage caused by misuse or abuse to the goods
Goods used for a purpose other than the purpose for which they were manufactured
Goods used contrary to their instruction manuals
Accidental damage

E&OE – May 2020