Returns & Refunds Policy

Return Window

Customers may request a return or exchange within 14 calendar days of receiving their order.

In accordance with Section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECT Act), customers purchasing online may also exercise their statutory cooling-off rights where applicable.

Eligible Returns

The following items may be returned:

• Unworn clothing items.
• Unwashed clothing items.
• Items with all original tags attached.
• Items returned in original packaging where possible.
• Incorrect items supplied by Falling Forward.
• Faulty or damaged items.

Non-Returnable Items

The following items are not eligible for return unless faulty or supplied incorrectly:

• Jewellery products.
• Worn items.
• Washed items.
• Items missing original tags.
• Sale or discounted items marked as final sale.

Return Shipping Costs

Change of Mind or Incorrect Size

Customers are responsible for return shipping costs when:

• Ordering the incorrect size.
• Changing their mind after purchase.

Faulty or Incorrect Items

Falling Forward will cover all reasonable return courier costs where:

• The item is faulty.
• The item is damaged.
• The incorrect item was supplied.

Refunds

Approved refunds will be processed to the original payment method within 5–7 business days after the returned item has been received and inspected.

Exchanges

Exchanges are available for a different size or colour of the same product, subject to stock availability.

Store Credit

Store credit may be offered as an alternative to a refund. Validity period to be confirmed.

Wrong Size or Change of Mind

Customers may return eligible items within 14 days provided they meet all return requirements.

Once approved, customers may choose:

• Exchange (subject to stock availability)
• Store credit
• Refund (where applicable)