Fatima Sports supplies fishing equipment, sports equipment, trophies, medals and awards, including customised items. Orders are arranged through WhatsApp, with courier delivery or collection as agreed for the order.

1. How to report a problem

Contact Fatima Sports through the official WhatsApp channel you used for your enquiry or order. Please provide the following where available:

• Your name and order or quotation reference.
• The product and quantity concerned.
• When the order was delivered or collected.
• A clear description of the issue.
• Photographs or videos if they help show damage, a defect or a difference from the agreed order.

Please report issues promptly so we can investigate. This request does not shorten any legal return or cancellation period.

2. Faulty, defective or unsafe products

Products must meet the quality, safety and fitness-for-purpose requirements that apply under South African law.

Under section 56 of the Consumer Protection Act 68 of 2008, qualifying goods that fail to meet the requirements of section 55 may be returned within six months of delivery, subject to the Act. The consumer may be entitled to a repair, replacement or refund as provided by law.

Contact us with the details of the problem. We may request reasonable information or an opportunity to inspect the product. We will not use an assessment process to unlawfully delay or deny a remedy.

3. Incorrect or incomplete orders

If an item is missing, the wrong product was supplied, or the goods differ from the agreed order, contact us so we can investigate.

Depending on the circumstances and applicable law, the resolution may include supplying the missing or correct item, replacement, correction of an order or a refund where required.

4. Standard products and change-of-mind returns

A change-of-mind return is different from a return for a faulty, unsafe, incorrect or misdescribed product.

Fatima Sports business policy: We do not promise an automatic change-of-mind return for every standard product. Contact us before sending or bringing an item back so we can confirm whether a voluntary return or exchange can be accepted.

This business policy does not override any statutory return or cancellation rights that apply to your transaction.

5. Customised trophies, medals and awards

Customised products may include engraved names, team names, logos, event titles, dates, personal messages or other details supplied for your order.

Before production, carefully check the spelling, names, quantities, artwork and other details in your order. Where a proof or specification is provided for approval, review it carefully before confirming.

If the finished item differs from the approved specification or is defective, contact us. Customisation does not automatically remove your rights under South African consumer law.

If you request a change after production has begun, we will advise whether it is possible and whether it may affect cost or timing. Any additional charges or changes should be agreed before the work proceeds.

6. Cancelling an order

If you need to cancel, contact Fatima Sports through WhatsApp as soon as possible.

Whether cancellation is possible, and whether any costs apply, depends on the order, the stage of production, the agreement and applicable law. Customised items may already involve design, engraving or production work.

Some transactions may be subject to statutory cancellation rights under the Consumer Protection Act or the Electronic Communications and Transactions Act. These rights depend on the circumstances and cannot be excluded by this policy where they apply.

7. Courier delivery and collection

Orders may be fulfilled through courier delivery or collection, according to the arrangement confirmed when you order.

• Courier orders: If the parcel arrives damaged, an item is missing, or the product is incorrect, contact us and provide photographs where available.
• Collection orders: Where reasonably possible, check the order at collection and report any visible discrepancy.
• Return arrangements: Contact us before returning an item so that we can agree on the appropriate method and instructions.

These steps help us investigate issues. They do not waive your legal rights. Responsibility for return transport costs depends on the circumstances, the agreed terms and applicable law. Where Fatima Sports is legally required to bear the cost, we will comply.

8. Refunds and exchanges

When a refund or exchange is required by law or agreed with the customer, Fatima Sports will explain the next steps.

Refund timing and method may depend on the original payment arrangement, the information needed to process the refund and applicable legal requirements. We will not impose a fee or deduction that is prohibited by law.

An exchange is subject to the agreed arrangement and product availability. It will not replace a different statutory remedy where the law gives the customer a right to that remedy.

9. Returning a product for assessment

Please contact us before sending or bringing a product back. Keep relevant order confirmations, quotations, proof of payment and delivery details where available.

We may reasonably request information or inspect the product to assess the issue. If an item may be unsafe, stop using it and tell us about the risk. Do not put yourself at risk to photograph or return an unsafe product.

10. When a voluntary return may not be accepted

Where the law permits, a voluntary change-of-mind return may be declined if an item has been used, altered or damaged after supply, or made to customer-specific requirements.

These circumstances do not automatically remove statutory rights relating to defective, unsafe, incorrect or misdescribed goods, or cancellation rights that apply under legislation.

11. South African consumer rights

This policy must be read consistently with the Consumer Protection Act, the Electronic Communications and Transactions Act where applicable, and other relevant South African laws.

Where a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement prevails. If you cannot resolve a consumer dispute with us, you may seek guidance from the National Consumer Commission or another appropriate consumer-protection body.

12. Policy updates

We may update this policy when our business practices or legal requirements change. The current version will be published on our website. Updates do not retrospectively remove rights that have already accrued under an existing transaction.

13. Contact about a return or refund

For returns, refunds, exchanges, cancellations or product concerns, contact Fatima Sports through the official WhatsApp channel used for product enquiries and orders.

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