سياسة الاسترداد

We want you to love our pieces — and to love how you feel wearing them. We're happy to offer returns or exchanges on eligible clothing and accessories within 72 hours of receiving your order, as long as they meet the criteria below. To return or exchange an item, it must come back in its original packaging, with all tags attached. All returns and exchanges are started through our online returns portal.

1. Check Your Order at the Door

You can open and inspect your order in front of the courier before you accept it. If it's not what you expected, you can refuse it on the spot and pay only the delivery fee — you're not charged for the products. Please note you must accept or refuse the whole order together; you can't keep part of it and refuse the rest.

Because you get to check every item at delivery, please look over your order carefully — especially sizing and anything visible — before accepting. Once you've accepted the order, the rules below apply.

2. Return & Exchange Window and Condition

You have 72 hours from receiving your order to request a return or exchange. To be eligible, the item must be:

• In its original condition, unworn and unwashed
• In its original packaging, with all tags attached and intact
• Free from any signs of use, stains, perfume, deodorant marks, or pet hair

Items that don't meet these conditions will be returned to you and no refund or exchange will be issued.

3. Items We Can't Return or Exchange

• Discounted or sale items — final sale (you're still covered for size exchanges and defects — see Section 5)
• Any item requested after the 72-hour window
• Items showing signs of wear, washing, or alteration
• Items missing their original tags or packaging

4. Full-Price Items — Returns & Exchanges

For items bought at full price, you can request a return (refund) or an exchange within 72 hours, provided the item meets the conditions in Section 2.

5. Discounted & Sale Items — Final Sale

Any item bought on sale or at a discount — any percentage off — is final sale. These items can't be returned for a refund or cancelled for a change of mind: you're able to check them with the courier before accepting, and they're already reduced. You are still covered in these ways:

• Size exchange: Swap for a different size of the same item, subject to availability, within 72 hours — as long as it meets the conditions in Section 2.
• If your size isn't available, you can choose either store credit for the amount you paid, or a different item from the same sale section. On a swap for a different sale item: an equal-value swap is even; if you choose something more expensive you pay the difference; if you choose something cheaper, the difference is issued as store credit.
• Damaged, defective, or wrong item: Fully covered — see Section 9. This applies to sale items exactly as it does to full-price items.

We don't offer cash refunds or change-of-mind returns on discounted items for any other reason.

6. How to Request a Return or Exchange

All returns and exchanges are initiated through our online returns portal — that's the only way to open a request. Here's how it works:

1. Click here to open our returns portal, then enter your order number.
2. Select the item(s) and choose whether you'd like a return (refund, full-price items only), a size exchange, a swap for a different sale item, or to report a defect/wrong item. Upload a clear photo showing the item's condition with the tag visible.
3. Submit your request within 72 hours of delivery.
4. Our team reviews and confirms within 24 hours, then arranges next steps.

Need help? Message us anytime on Instagram @fittribe.merch and we'll walk you through it — but every return or exchange is opened through the portal.

7. Exchange Process

1. Once your exchange is approved, our team arranges delivery of the new item.
2. The courier delivers your replacement and picks up the original item at the same time.
3. The original item must be packed and ready for the courier in its original condition, with its packaging and tags.
4. A delivery fee applies to the exchanged item (waived if the exchange is due to a Fit Tribe error — see Section 9).

8. Return Process (Full-Price Items)

1. Once your return is approved, our team arranges a pickup from your address.
2. Pack the item securely in its original packaging to prevent damage in transit.
3. Once we receive the item at our warehouse, our quality team inspects it (typically within 2 to 4 business days).
4. If the item passes inspection, your refund is processed.
5. If it fails inspection (signs of wear, missing tag, washed, etc.), we'll contact you and ship it back to you. No refund is issued.
6. A delivery fee applies to the return pickup.

9. Damaged, Defective, or Wrong Items (All Orders — Including Sale)

If you receive an item that is damaged, defective, or different from what you ordered — full price or on sale:

• Report it through our returns portal within 24 hours of receiving your order (select "damaged / defective / wrong item") and upload clear photos showing the issue with the tag still attached. Need help? Message us on Instagram @fittribe.merch.
• We'll arrange a free pickup and either ship a replacement or, if a replacement isn't available, issue a full refund.
• In these cases, Fit Tribe covers all delivery fees related to the return and replacement.

10. Refund Method and Timing

Where a refund applies (full-price returns, or a defect with no replacement available), it is issued back to the original card you paid with. Refunds typically reflect on your card within 3 to 7 business days after approval, depending on your bank.

For Cash on Delivery orders — where there's no card to refund to — we issue your refund via Instapay or Smart Wallet (Vodafone Cash, Orange Cash, Etisalat Cash, We Pay). We can't return cash.

11. Shipping Fees

• Original shipping fees are non-refundable.
• Return and exchange pickup fees are the customer's responsibility, unless the request is due to a Fit Tribe error (wrong item shipped, damaged on arrival, or defective product), in which case we cover them.

12. Order Cancellations

You can cancel your order before it has been dispatched by contacting us on Instagram @fittribe.merch or by email at support@fittribeeg.com. Once an order has shipped, it can no longer be cancelled — you'll need to follow the process above after delivery.

13. Contact

Questions about your return, exchange, or refund? Reach our customer support team:

• Instagram: @fittribe.merch (fastest)
• Email: support@fittribeeg.com

We aim to reply within 24 hours, 7 days a week.