Policy effective 09 February 2016:

If a bag is delivered and a customer claims that it is damaged:
1. Ask if the clear packaging has been damaged to establish if the courier has damaged the parcel.
2. If not, ask when they noticed that the bag was damaged.
3. If later than 5 days after delivery we cannot take back the bag.
4. If within 5 days, please ask the customer to send a picture of the damage.
5. When the customer calls in, immediately open a ticket on zendesk.
6. Damaged products cannot be swopped for other items, but can only be replaced by the same item.
7. All returns must be authorised by the customer service consultant.
8. If courier is responsible for damage (ie. clear packaging is damaged) a claim has to be lodged with Fastway, and the logistics and accounts department should be notified (cc'd in the email claim to fastway) asap.
9. Logistics will be responsible for ensuring the products are returned.
10. Accounts to please ensure claim is paid.

NB! All returns must actioned within 5 working days from receiving the complaint.