Returns and Exchanges
If you are dissatisfied with an item purchased from our website you may return it to our Gray-Nicolls office for a refund, replacement or exchange provided that the conditions of our Returns and Exchanges policy have been satisfied.
Returns and Exchanges
If you are dissatisfied with an item purchased from our website you may return it to our Gray-Nicolls office for a refund, replacement or exchange provided that the conditions of our Returns and Exchanges policy have been satisfied.
Returns and exchanges policy
We will gladly exchange or refund a product purchased from our website, provided that it meets the below criteria:
- The item was purchased from www.gray-nicolls.co.za
- There is valid proof of purchase, i.e. Gray-Nicolls online order confirmation
- It is within 30 days of the original purchase date
- It is in its original packaging and condition and:
- Hygiene reasons, unsealed underwear items may not be returned unless the item is defective/damaged upon receipt of delivery.
- The product is unworn and unused
- The product tag is still attached
- The security seal or shrink wrap is intact (if applicable)
- Includes all original accessories and/or parts (if applicable)
Sale & Clearance Items
Please choose carefully when purchasing sale items.
In line with the Electronic Communications and Transactions Act (ECTA), you have the right to cancel your purchase for any reason within 7 days of receiving the goods. This right applies to all items on our website, including those on sale. Should you choose to exercise this right, you will be responsible for the cost of returning the goods.
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Once the 7-day statutory cooling-off period has passed, sale items are considered final and cannot be returned or exchanged due to a change of mind.
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This policy does not affect your statutory rights. If a sale item is found to be defective, it can still be returned under our standard warranty policy and your rights under the Consumer Protection Act. In this case, you are entitled to a refund, repair, or replacement.
Returns and exchanges policy
We will gladly exchange or refund a product purchased from our website, provided that it meets the below criteria:
- The item was purchased from www.gray-nicolls.co.za
- There is valid proof of purchase, i.e. Gray-Nicolls online order confirmation
- It is within 30 days of the original purchase date
- It is in its original packaging and condition and:
- Hygiene reasons, unsealed underwear items may not be returned unless the item is defective/damaged upon receipt of delivery.
- The product is unworn and unused
- The product tag is still attached
- The security seal or shrink wrap is intact (if applicable)
- Includes all original accessories and/or parts (if applicable)
Sale & Clearance Items
Please choose carefully when purchasing sale items.
In line with the Electronic Communications and Transactions Act (ECTA), you have the right to cancel your purchase for any reason within 7 days of receiving the goods. This right applies to all items on our website, including those on sale. Should you choose to exercise this right, you will be responsible for the cost of returning the goods.
-
Once the 7-day statutory cooling-off period has passed, sale items are considered final and cannot be returned or exchanged due to a change of mind.
-
This policy does not affect your statutory rights. If a sale item is found to be defective, it can still be returned under our standard warranty policy and your rights under the Consumer Protection Act. In this case, you are entitled to a refund, repair, or replacement.
| Scenario | Customer Responsibility | Gray-Nicolls Responsibility |
|---|---|---|
| Exchange (different size/colour chosen by customer) | Fill in the Returns & Exchanges form to initiate the process. Arrange and pay the courier fee to send the unwanted item back to our Distribution Centre. Cover the courier fee for the replacement item to be shipped back to you. | Once the returned item has been received and inspected, we will process the exchange and dispatch the replacement item promptly. |
| Return for Refund (change of mind, non-defective item) | Fill in the Returns & Exchanges form to request a refund. Arrange and pay the courier fee to return the item to our Distribution Centre in its original condition and packaging. | After receiving and verifying the returned product, we will process a refund for the item’s purchase value. Courier fees (both original and return) are not reimbursed. |
| Incorrect Item Sent / Product Faulty or Defective | Fill in the Returns & Exchanges form as soon as possible with details of the error or defect so we can arrange collection. | We will cover all courier costs for collecting the incorrect or faulty item and either send the correct/replacement product at no extra cost, or issue a full refund (including original delivery charges, if any). |
| Scenario | Customer Responsibility | Speedo's Responsibility |
|---|---|---|
| Exchange (different size/colour chosen by customer) | Fill in the Returns & Exchanges form to initiate the process. Arrange and pay the courier fee to send the unwanted item back to our Distribution Centre. Cover the courier fee for the replacement item to be shipped back to you. | Once the returned item has been received and inspected, we will process the exchange and dispatch the replacement item promptly. |
| Return for Refund (change of mind, non-defective item) | Fill in the Returns & Exchanges form to request a refund. Arrange and pay the courier fee to return the item to our Distribution Centre in its original condition and packaging. | After receiving and verifying the returned product, we will process a refund for the item’s purchase value. Courier fees (both original and return) are not reimbursed. |
| Incorrect Item Sent / Product Faulty or Defective | Fill in the Returns & Exchanges form as soon as possible with details of the error or defect so we can arrange collection. | We will cover all courier costs for collecting the incorrect or faulty item and either send the correct/replacement product at no extra cost, or issue a full refund (including original delivery charges, if any). |
Start a return or exchange
What's the fastest way to get an exchange done?
- In a hurry? Simply re-order the size you want immediately, then load a return request below and we'll refund you once we receive the return.
- Not in a hurry? Select the exchange option on the returns form.
Start a return or exchange
What's the fastest way to get an exchange done?
- In a hurry? Simply re-order the size you want immediately, then load a return request below and we'll refund you once we receive the return.
- Not in a hurry? Select the exchange option on the returns form.
Please complete below form to start your return or exchange
Instructions for sending items to us
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For standard returns and exchanges, the courier cost is at your own cost. If you received an incorrect or faulty item, Gray-Nicolls will arrange collection and cover all courier fees, including replacement delivery or a full refund.
- You must complete the above form to arrange a return or exchange before sending items to us.
- Include a note detailing the return that includes your details and your web order number
- Please wrap and package the product in packaging/box that is suitable for transport by courier.
- Refunds take 2 - 4 weeks to process once we have received your returned item or cancelled your order.
- For exchanges, after we have received the unwanted items from you, can take 1 - 2 weeks to process and deliver back to you
- All refunds are processed strictly in accordance with the original sales tender type (i.e. credit card, EFT, PayJustNow or Payflex).
- Please supply an official proof of bank account for EFT Refunds (you can generate this via your banking app).
Address for returns & exchanges
Gray-Nicolls Online Returns & Exchanges
17 Mahillion Rd
Phillipi
Cape Town
7750
Instructions for sending items to us
-
For standard returns and exchanges, the courier cost is at your own cost. If you received an incorrect or faulty item, Gray-Nicolls will arrange collection and cover all courier fees, including replacement delivery or a full refund.
- You must complete the above form to arrange a return or exchange before sending items to us.
- Include a note detailing the return that includes your details and your web order number
- Please wrap and package the product in packaging/box that is suitable for transport by courier.
- Refunds take 2 - 4 weeks to process once we have received your returned item or cancelled your order.
- For exchanges, after we have received the unwanted items from you, can take 1 - 2 weeks to process and deliver back to you
- All refunds are processed strictly in accordance with the original sales tender type (i.e. credit card, EFT, PayJustNow or Payflex).
- Please supply an official proof of bank account for EFT Refunds (you can generate this via your banking app).
Address for returns & exchanges
Gray-Nicolls Online Returns & Exchanges
17 Mahillion Rd
Phillipi
Cape Town
7750
Easy ways to send items back to First Ascent
Aramex Store to Door at PNP, Checkers or Fresh Stop
- Buy a R99 sleeve from the counter
- Add our returns address (see below) as the destination.
- Drop the sleeve into the Aramex Drop Box and Aramex will deliver to First Ascent
- Email us the tracking number so we can look out for the parcel when it arrives
PostNet To Door
- Find your nearest PostNet store here
- If you haven't already, ask the PostNet store to securely package your return
- Add our returns address (see below) as the destination.
- PostNet will deliver to First Ascent
- Email us the tracking number so we can look out for the parcel when it arrives
Own Courier
- Please wrap and package the product in a box that is suitable for transport by courier.
- Ensure the courier has the correct First Ascent address as per below.
- Email us the tracking number so we can look out for the parcel when it arrives.
Drop off at our factory in Cape Town
(NB not available during December festive break)
- Choose "drop off option" on the form
- Please wrap and package the product
- Take note of the factory office hours
- Drop off at factory address reception:
15 Induland Ave
Landsdowne
Cape Town
7780
Easy ways to send items back to First Ascent
Aramex Store to Door at PNP, Checkers or Fresh Stop
- Buy a R99 sleeve from the counter
- Add our returns address (see below) as the destination.
- Drop the sleeve into the Aramex Drop Box and Aramex will deliver to First Ascent
- Email us the tracking number so we can look out for the parcel when it arrives
PostNet To Door
- Find your nearest PostNet store here
- If you haven't already, ask the PostNet store to securely package your return
- Add our returns address (see below) as the destination.
- PostNet will deliver to First Ascent
- Email us the tracking number so we can look out for the parcel when it arrives
Own Courier
- Please wrap and package the product in a box that is suitable for transport by courier.
- Ensure the courier has the correct First Ascent address as per below.
- Email us the tracking number so we can look out for the parcel when it arrives.
Drop off at our factory in Cape Town
(NB not available during December festive break)
- Choose "drop off option" on the form
- Please wrap and package the product
- Take note of the factory office hours
- Drop off at factory address reception:
15 Induland Ave
Landsdowne
Cape Town
7780