Refund policy
What is our returns policy?
South Africa
If for any reason you aren’t entirely satisfied with your purchase, we are happy to refund or exchange your item/s provided the item/s are unused or unworn and are returned in the original packaging within 21 days of receipt. SALE ITEMS – Please refer to the section regarding SALE ITEMS.
For your convenience refunds and exchanges may be done at any of the Tsonga concept stores in South Africa provided all online return policy conditions are met.
Alternatively, we offer a free return service via Postnet. To access this service please log into your account and select the order and complete the required information.
Free returns are intended for occasional use. We reserve the right to decline free return requests in cases of repeated or excessive returns.
If you are unable to make use of the Postnet service, the items may be returned to the below address via a courier of your choice at your own expense.
Tsonga Online Department
Midway Square
Prospect Place
Howick
Kwazulu-Natal
South Africa
Refunds
If you have selected to be refunded for your purchase – the refund will be processed once the item has been received and inspected. This process will take 5 -10 working days to complete. The refund will be processed to the original payment method. We do not offer cash refunds. Any shipping fees paid are not refundable. If the item is returned to a Tsonga Concept store, the refund will be processed by head office – please allow an additional 3 to 5 working days for this process.
Exchanges
Please indicate which product/size you require as a replacement so that the replacement item can be reserved. Once the return is received and inspected your replacement will be shipped to your original delivery address. If the exchanged item is also returned, we will issue a refund less the cost of the return shipping, if the free Postnet return option has been used again. We do not refund the original shipping fee paid.
Sale Items
We will accept the return of sale items for a refund provided they are returned within 21 days of receipt. You may make use of the Postnet return option, however the cost of the return will be deducted from the refund due. Please note we are unable to offer exchanges as sale items are not reserved. Should you wish to order a replacement item then a new order will need to be placed online.
My shoes have a warranty fault. What do I do?
If you receive a faulty item, please notify our Returns Department at returns@tsonga.com providing the following:
• The order/receipt number
• A short description of the issue
• Picture/s, ideally video/s, clearly showing the problem - Please send photos/videos via WhatsApp on +2765 809 1284 OR upload to WeTransfer/Google Drive and share a link with us to download these files. If using email, ensure attachments are under 3MB. Please note: Email attachments in excess of 3MB could be blocked by our server in which case we may not receive your email correspondence, therefore photos or videos are better sent separately via WhatsApp, WeTransfer/Google Drive.
• Shipping address for replacement product.
Once the returned goods are received, they will be inspected for manufacturing faults. Items deemed subject to reasonable wear and tear will not be accepted as faulty in which case you will be notified and the item/s will be returned to you at your own expense. Please feel welcome to contact our Online Department for advice on +2733 007 0057 or email returns@tsonga.com.
Can I return a pair of Tsonga shoes that I bought from another retailer?
Unfortunately, not. Any Tsonga item that was not bought from one of the Tsonga concept stores or online at www.tsonga.com must be returned to the store from which it was purchased. All returns must be accompanied by the proof of purchase.
Can I return a pair of shoes I bought on online at www.tsonga.com to a Tsonga store?
Items bought on www.tsonga.com may be returned for an exchange or refund at any of the Tsonga Concept stores. Alternatively, you can follow the returns link on the website., or courier directly to the below address:
Tsonga Online Department
Midway Square
Prospect Place
Howick
Kwazulu-Natal
South Africa
Contact number 063 694 1420
SADC and International Countries
We do not accept returns on items shipped internationally.
My Shoes have a warranty fault. What do I do?
If there is a warranty fault with the item/s that you purchased, please notify our Customer Care Department at customercare@tsonga.com within 12 months of date of purchase, and be sure to provide the following:
• The order/receipt number
• A short description of the issue
• Picture/s, ideally video/s, clearly showing the problem - please WhatsApp visuals through to us on +2765 809 1284, alternatively upload these to WeTransfer/Google Drive and share a link with us to download these files. Please note: Email attachments in excess of 3MB could be blocked by our server in which case we may not receive your email correspondence, therefore photos or videos are better sent separately via WhatsaApp, WeTransfer or similar.
As we cannot accept international returns, warranty claims are assessed using photographs and videos only.
Items deemed subject to reasonable wear and tear will not be accepted as faulty in which case you will be notified. We will refund the item/s subject to the inspection of photographs and videos received. Please contact our Online Department for advice via WhatsApp +2765 809 1284 or email customercare@tsonga.com.