Refund policy
Returns, Refunds & Exchanges Policy
Last updated: 12 October 2026
At Go Figure SA, we want you to feel confident in every purchase. If something is wrong with your order, we are committed to helping you resolve the issue fairly and in accordance with South African consumer protection laws.
This Returns, Refunds & Exchanges Policy applies to purchases made through our online store and must be read together with our Terms of Service and other applicable store policies.
Go Figure SA offers a 14-day return and refund period for eligible purchases, starting from the date the customer receives their order.
To qualify for a change-of-mind return or refund under our store policy, the following conditions must be met:
The return request must be submitted within 14 days of receiving the order.
The product must be unused, undamaged and in its original condition.
The product must be returned with its original packaging, accessories and included components.
The product must not show signs of use, misuse, alteration or customer-caused damage.
Proof of purchase or a valid order number must be provided.
Go Figure SA reserves the right to inspect returned products before approving a discretionary return or refund. Returns that do not meet these conditions may be declined, to the extent permitted by law.
Defective, Damaged or Incorrect Products
If your product arrives defective, damaged or incorrect, please contact us as soon as reasonably possible with your order number and supporting photographs, where available.
These cases will be handled in accordance with applicable South African consumer protection legislation. The 14-day store policy does not limit your statutory rights, including applicable rights relating to defective goods.
Refund Processing
Once an eligible return has been received and assessed, we will notify you of the outcome. Approved refunds will be processed using the original payment method where reasonably possible and in accordance with applicable law.
The time taken for the funds to reflect in your account may depend on your payment provider or financial institution.
Return Shipping
For eligible change-of-mind returns, the customer is responsible for the direct return shipping costs, where permitted by law.
Where applicable law requires Go Figure SA to bear the return costs, including qualifying defective-goods returns, we will do so.
Your Legal Rights
This 14-day policy is an additional store benefit and does not replace or reduce any consumer rights available under South African law. Where statutory rights provide a longer period or a different remedy, those rights will apply.
Nothing in this policy excludes, restricts or waives any consumer right that cannot lawfully be excluded under South African law.
1. Your Consumer Rights
Go Figure SA operates in accordance with applicable South African consumer protection legislation, including:
The Consumer Protection Act 68 of 2008 (CPA).
The Electronic Communications and Transactions Act 25 of 2002 (ECTA).
Depending on the circumstances, you may be entitled to cancel an online purchase, return goods, receive a repair or replacement, or obtain a refund.
Your statutory rights apply regardless of any additional return conditions set out in this policy.
2. Seven-Day Cooling-Off Period for Online Purchases
Under section 44 of ECTA, consumers generally have the right to cancel an eligible electronic transaction without providing a reason or paying a cancellation penalty within seven days after receiving the goods.
This right is subject to the exceptions provided by law, including certain personalised goods and goods which, by reason of their nature, cannot be returned.
Where the statutory cooling-off right applies:
You must notify Go Figure SA of your cancellation within the applicable seven-day period.
You must return the goods in accordance with the return arrangements agreed with us.
You are responsible for the direct cost of returning the goods, as permitted by law.
Where payment has already been made, the applicable refund will be processed within the period prescribed by law, generally within 30 days after cancellation.
Please contact us before sending any goods back so that we can provide the appropriate return instructions.
The condition of the goods, the nature of the product and any applicable statutory exceptions will be considered when assessing a return. Nothing in this section limits any separate rights you may have if goods are defective, unsafe or incorrectly supplied.
3. Change-of-Mind Returns
If you change your mind, order the wrong product or decide that a product is no longer suitable, your return rights depend on the circumstances and the applicable law.
Where the statutory cooling-off period applies, the rights described in section 2 will apply.
After any applicable statutory cooling-off period has expired, Go Figure SA does not offer an automatic additional change-of-mind return entitlement unless we expressly agree otherwise.
Where a discretionary return is approved, we may require that:
The product is unused and in its original condition.
The product is returned with its original packaging, accessories and included components.
The customer provides proof of purchase.
The product has not been damaged, altered or used beyond what is reasonably necessary to inspect it.
These conditions apply only to the extent permitted by law. They do not restrict your statutory rights concerning defective, unsafe, incorrectly supplied or otherwise non-compliant goods.
4. Defective, Damaged or Unsafe Products
Under sections 55 and 56 of the CPA, qualifying goods must meet the applicable standards of quality, safety, suitability and durability.
If goods fail to meet these requirements, you may be entitled to return them within six months of delivery, subject to the Act.
Where section 56 applies, the return is at the supplier's risk and expense, and the consumer may direct the supplier to provide an appropriate remedy, including:
Repair of the goods.
Replacement of the goods.
A refund of the price paid.
The remedy available will depend on the applicable law and circumstances.
If a product is defective, damaged or unsafe, please contact us as soon as reasonably possible and provide:
Your order number or proof of purchase.
A description of the issue.
Clear photographs or videos showing the issue, where reasonably available.
Any relevant packaging or delivery information.
We may request reasonable additional information to assess the claim. We may also inspect or arrange an assessment of the product where appropriate.
Please do not continue using a product that appears unsafe or may cause injury.
A claim will not be rejected merely because the defect was not reported immediately, if the claim otherwise falls within your statutory rights.
5. Incorrect or Incomplete Orders
If you receive the wrong product, an incorrect variation, or an order with missing items, please contact us promptly after delivery.
Include your order number and photographs of the product received, packaging and shipping label where reasonably available.
We will investigate and, where an error on our part is confirmed, arrange an appropriate remedy in accordance with the law. Depending on the circumstances, this may include supplying the missing item, replacing the incorrect product or providing a refund.
Go Figure SA will not require you to bear return costs where the law requires those costs to be borne by the supplier.
6. Hygiene-Sensitive Products
Certain products may come into direct contact with the skin or body, and some may be unsuitable for resale once opened, used or contaminated.
For discretionary change-of-mind returns, Go Figure SA may refuse returns of opened or used hygiene-sensitive products where that refusal is lawful and the product is not otherwise eligible for return.
Any such restriction will be applied according to the nature of the product and the applicable law.
This provision does not automatically exclude all fitness products, nor does it remove your statutory rights in respect of defective, unsafe, incorrectly supplied or otherwise non-compliant goods.
Where a hygiene seal or protective packaging is used, please retain it until you have inspected the product to the extent reasonably necessary.
7. Products Damaged Through Misuse
Go Figure SA is not responsible for damage caused by use contrary to product instructions, improper installation, unauthorised modification, neglect, avoidable accidents or ordinary wear and tear, to the extent permitted by law.
Examples may include:
Using resistance equipment beyond its stated capacity or intended purpose.
Damaging a product through improper storage or handling.
Modifying equipment contrary to the manufacturer's instructions.
Continuing to use equipment after visible damage makes it unsafe.
We may request photographs, product details and a description of how the damage occurred to assess a claim.
However, we will not treat every instance of product damage as misuse. Claims will be assessed on their facts, including whether the product was defective, unsafe or failed to meet applicable legal standards.
8. Products Not Eligible for Discretionary Returns
Except where a statutory or other legal right applies, Go Figure SA may decline discretionary returns for:
Products that have been used or damaged by the customer.
Products missing essential components or accessories.
Products that have been modified or repaired without authorisation.
Products that are no longer in their original condition because of use beyond reasonable inspection.
Hygiene-sensitive products that cannot lawfully be accepted back under the circumstances.
Items expressly sold in a disclosed condition that the customer knowingly accepted, to the extent permitted by law.
These exclusions do not override statutory cooling-off rights, rights relating to defective or unsafe goods, or any other mandatory legal remedy.
9. Return Authorisation and Shipping
Please email us before returning any product. We will provide instructions on the appropriate return method and destination.
Unless otherwise required by law or agreed with us in writing:
Products must be securely packaged for return.
Customers exercising an applicable statutory cooling-off right are responsible for the direct return cost as permitted by ECTA.
For qualifying defective or other returns where the law places the cost or risk on the supplier, Go Figure SA will make the necessary arrangements in accordance with the law.
Customers should retain their tracking number and proof of dispatch.
Customers should not send goods to an address that has not been confirmed by Go Figure SA.
Obtaining return instructions is an administrative step and does not shorten any statutory return period or remove a consumer's legal rights.
10. Refunds
Once a return has been received and assessed, we will communicate the outcome and any applicable remedy.
Where a refund is due, it will be processed in accordance with the applicable legal requirements and, where appropriate, through the original payment method.
The time taken for the funds to appear in your account may depend on your payment provider or financial institution.
Refunds will not be withheld beyond a legally applicable deadline merely because an internal assessment or administrative process remains incomplete.
Where the law permits a deduction or charge, we will apply it only to the extent legally allowed and explain the basis for it.
11. Exchanges
Exchanges for a different product, colour or variation are subject to availability and any applicable statutory rights.
Where an exchange is not legally required and we agree to offer one as a goodwill service, we will confirm the arrangements before proceeding.
Nothing in this section limits your rights where the original product is defective, unsafe, incorrectly supplied or otherwise subject to a mandatory legal remedy.
12. Delivery Charges
Delivery charges and return shipping costs will be treated in accordance with the applicable law and the circumstances of the return.
Where a statutory cancellation or refund requires the return of amounts paid, Go Figure SA will comply with the relevant legal requirements. Where the law permits the consumer to bear the direct cost of returning goods, that cost may be borne by the consumer.
13. Refused Deliveries and Uncollected Parcels
If a parcel is refused, uncollected or returned to us, we may contact you to establish whether you wish to arrange redelivery or cancel the order.
Any refund, redelivery charge or other amount payable will be determined in accordance with the applicable law and the circumstances. We will not automatically impose a penalty or deduction where it is not legally permitted.
If an order cannot be fulfilled, any required cancellation and refund will be handled in accordance with the applicable law.
14. How to Request a Return
To request a return, refund or exchange, contact us using the details below.
Please provide:
Your full name.
Your order number.
The product concerned.
The reason for your request.
Photographs or supporting information where relevant.
Your preferred contact details.
Email: Gofiguresa@gmail.com
Business name: Go Figure SA
Please do not include full payment-card details or passwords in your return request.
We aim to acknowledge return requests within a reasonable period and keep customers informed of the assessment and outcome.
15. Complaints and Disputes
If you are dissatisfied with the outcome of a return request, please contact us so that we can review the matter.
Nothing in this policy prevents a consumer from exercising any applicable rights or pursuing an available remedy through the National Consumer Commission, a competent consumer tribunal, an applicable alternative dispute resolution body or a court with jurisdiction.
16. Changes to This Policy
Go Figure SA may update this policy from time to time to reflect operational changes or changes in applicable law.
The policy in force at the relevant time will be applied subject to any applicable legal requirements. No update will retrospectively remove rights that a consumer has already acquired.
17. Contact Us
For return, refund and exchange enquiries, please contact:
Go Figure SA
Email: Gofiguresa@gmail.com
Website: https://gofiguresa.co.za
We appreciate your support and are committed to handling every customer concern fairly, transparently and in accordance with South African law.