Shipping Policy
Shipping Policy
(Valid for deliveries within South Africa only)
1. We Ship Nationwide We deliver to all urban, suburban, and most rural areas in South Africa, including towns and townships. Delivery to outlying and far rural areas may take longer and could incur additional charges (you will be notified before payment).
2. Shipping Partners We use trusted courier services such as:
- The Courier Guy
- RAM
- Aramex
- Pudo (locker/collection points)
- Dawn Wing
- PostNet-to-PostNet
The exact courier is chosen based on your location, parcel size/weight, and the best available rate and speed.
3. Shipping Options & Estimated Delivery Times (from the day the order is dispatched)
| Shipping Method | Cost (incl. VAT) | Estimated Delivery Time | Tracking |
|---|---|---|---|
| Economy (Door-to-door) | R99 – R150 (weight & location dependent) | 2–5 business days (main centers) 5–10 business days (regional/outlying) | Yes |
| Express (Door-to-door) | R150 – R250 | 1–2 business days (main centers) 2–4 business days (regional) | Yes |
| Pudo Locker / PostNet Counter | R70 – R90 | 2–7 business days | Yes |
| Free Shipping | Free on orders over R1,000 (Economy only) | Same as Economy | Yes |
*Rates are calculated at checkout based on weight, dimensions, and delivery province, and selected method. *Free shipping applies only to addresses inside South Africa and only with Economy delivery.
4. Processing Time Orders placed and paid for before 12:00 (Monday–Friday) are usually dispatched the same or next business day. Orders placed after 12:00 or over weekends/public holidays are dispatched the next business day. Please allow an extra 1–2 days for pre-order or made-to-order items (this is clearly marked on the product page).
5. Order Tracking As soon as your order is dispatched you will receive a tracking number via email and SMS. You can track your parcel directly on the courier’s website or via the link in your dispatch notification.
6. Delivery Attempts & Failed Deliveries
- Most couriers attempt delivery twice.
- If you are not home, the driver may leave a calling card or attempt to phone you.
- If delivery fails, the parcel is returned to the nearest depot and you will be contacted to arrange redelivery (additional fees may apply) or collection.
- Parcels unclaimed after 7 days will be returned to us and a restocking/return shipping fee may be deducted from your refund.
7. Missing or Lost Parcels In the unlikely event that your parcel is lost in transit, we will lodge an investigation with the courier. Once the courier confirms the loss, we will either reship the item(s) or issue a full refund (your choice).
8. Incorrect Address You are responsible for providing a correct and complete delivery address. If a parcel is returned to us because of an incorrect or incomplete address, we will contact you to arrange reshipping at your cost.
9. Public Holidays & Delays Delivery times are not guaranteed during peak periods (Black Friday, Christmas, etc.) or when national courier delays occur (strikes, severe weather, etc.). We will keep you updated via email/SMS if we are aware of any major delays.
10. International Shipping We currently only ship within South Africa. Orders with international or cross-border addresses will be automatically cancelled and refunded.
11. Contact Us If you have any questions about shipping, please contact us: Email: admin@fountainbros.co.za Phone/WhatsApp: 062 373 0596 Response time: within 24 hours on business days.
Thank you for shopping with Fountain Bros! We strive to get your order to you as quickly and safely as possible.
Last updated: 25 November 2025
Refund Policy
Returns & Refund Policy
(Valid for customers in South Africa only)
1. Our Promise We want you to love what you bought. If you are not 100% happy, you may return most items within 30 days of delivery for a refund or exchange.
2. Which Items Qualify for a Return?
| Eligible for Return/Refund | Not Eligible for Return/Refund |
|---|---|
| Clothing, shoes, accessories, homeware, electronics (unopened or lightly used) | Underwear, swimwear, lingerie (for hygiene reasons) |
| Items in original condition with tags & packaging | Pierced jewellery, earrings (for hygiene reasons) |
| Beauty products (unopened & sealed) | Opened or used cosmetics, skincare, perfumes, haircare |
| Sealed software/games (unopened) | Food, perishables, plants |
| Custom-made or personalised items | |
| Final sale / clearance items marked “non-returnable” | |
| Gift cards |
3. Conditions for Return
- The item must be unused, in the same condition you received it, and in its original packaging with all tags attached.
- Proof of purchase (order number or receipt) is required.
- Shoes must be tried on indoors and returned in the original shoe box (not damaged or used as outer packaging).
4. How to Return an Item
Option A – Free Collect & Return (recommended) For orders over R500 we offer free return collection within major metro areas (Cape Town, Johannesburg, Pretoria, Durban, Bloemfontein, Gqeberha, Pietermaritzburg, East London).
- Log into your account → “My Orders” → select the order → click “Request Return”.
- Choose the items and reason.
- We will book a courier to collect from your address within 2–4 business days (free of charge).
Option B – Self-Return (drop off) You can drop the parcel at any Pudo locker, PostNet, or The Courier Guy branch.
- Use the return label we email you, or write your order number clearly on the parcel.
- Return shipping cost is for your account (usually R70–R90).
- Keep the proof of postage until your refund is processed.
5. Refund Timeline
- Once we receive and inspect the returned item(s), we will notify you by email.
- Approved refunds are processed within 3–5 business days.
- Money is refunded to the original payment method: – Card payments: 3–10 business days to reflect – EFT / Instant Pay / Ozow / Payflex / Mobicred: 1–3 business days – SnapScan / Zapper: 3–7 business days
- Original shipping costs are non-refundable (except if the item was faulty or we sent the wrong item).
6. Faulty, Damaged, or Incorrect Items If you received a damaged, defective, or wrong item, please contact us within 7 days of delivery with photos. We will arrange a free collection and either:
- Send a replacement (if in stock), or
- Issue a full refund (including original shipping cost).
7. Change of Mind on Sale Items Items bought on sale or with a promo code can be returned, but the refund will be for the amount you actually paid.
8. Exchanges We do not offer direct exchanges. Please return the unwanted item for a refund and place a new order (this ensures the fastest possible replacement).
9. Contact Us Questions about returns or refunds? Email: admin@fountainbros.co.za WhatsApp/Phone: 062 373 0596. We reply within 24 hours on business days.
Thank you for shopping with Fountain Bros! We’re here to make the return process as easy and fair as possible.
Last updated: 25 November 2025
Cancellation / Return / Exchange Policy
Cancellation, Returns & Exchange Policy – [Your Store Name]
(Valid for customers in South Africa only)
1. Order Cancellation
| Situation | Can you cancel? | Charges / Refund |
|---|---|---|
| Order not yet packed or dispatched | Yes – free cancellation | Full refund within 1–3 business days |
| Order already packed or handed to courier | Cancellation no longer possible | You must wait for delivery and return it (see Returns below) |
| Pre-order or made-to-order items | Cancellation only within 2 hours of placing order | After 2 hours – non-cancellable & non-refundable |
To cancel: Reply to your order confirmation email or WhatsApp us with your order number. We will confirm cancellation and refund immediately if still possible.
2. Returns (Change of Mind) You have 30 calendar days from the date of delivery to return items you simply don’t want.
| Eligible for Return | Not Eligible for Return |
|---|---|
| Unused, unwashed, with original tags & packaging | Underwear, lingerie, swimwear, socks (hygiene) |
| Shoes tried on indoors only indoors | Earrings & pierced jewellery (hygiene) |
| Beauty & cosmetics still sealed | Any opened or used beauty, skincare, perfume |
| Electronics in original sealed box | Food, plants, perishables |
| Personalised or custom-made items | |
| Clearance items marked “Final Sale” or “Non-Returnable” | |
| Gift cards |
3. Exchange We do not offer direct exchanges. The fastest way to get the correct size/colour is: → Return the unwanted item for a refund → Place a new order (we will prioritise and ship the new order as quickly as possible.
4. How to Return
Option 1 – Free Return Collection (most popular)
- Available on all orders over R500
- Covers major metro areas (Joburg, Pretoria, Cape Town, Durban, Bloemfontein, Gqeberha, East London, Pietermaritzburg)
- Log into your account → My Orders → Request Return → Book free collection (2–4 business days)
Option 2 – Self Return (you pay & drop off)
- Drop at any Pudo locker, PostNet, or The Courier Guy branch
- Cost: ± R70–R90 (you pay)
- Use the return label we email you and keep your proof of postage
5. Refund Timeline
- We inspect returns within 1–2 business days of receiving them
- Refund issued within 3–5 business days of approval
- Money goes back to original payment method
- Original shipping fee is not refunded (except if item was faulty/wrong)
6. Faulty / Damaged / Incorrect Items Contact us within 7 days of delivery with clear photos. → Free collection arranged → Full refund (including original shipping) OR free replacement – your choice
7. Late Returns Returns received after 30 days will unfortunately not be accepted, except in the case of proven manufacturing faults (we offer a 6-month quality guarantee on most items).
8. Contact Us Need help cancelling or returning? Email: admin@fountainbros.co.za WhatsApp / Phone: 062 373 0596. We reply within 24 hours (Mon–Fri).
Thank you for choosing Fountain Bros! We make cancellations and returns as painless as possible.
Last updated: 25 November 2025