Returns and Exchanges
If you are dissatisfied with an item purchased from our website you may return it to our First Ascent office for a refund, replacement or exchange provided that the conditions of our Returns and Exchanges policy have been satisfied.
Returns and exchanges policy
We will gladly exchange or refund a product purchased from our website, provided that it meets the below criteria:
- The item was purchased from www.firstascent.co.za
- There is valid proof of purchase, i.e. First Ascent online order confirmation
- It is within 30 days of the original purchase date
- It is in its original packaging and condition and:
- Hygiene reasons, unsealed underwear items may not be returned unless the item is defective/damaged upon receipt of delivery.
- The product is unworn and unused
- The product tag is still attached
- The security seal or shrink wrap is intact (if applicable)
- Includes all original accessories and/or parts (if applicable)
Start a return or exchange
What's the fastest way to get an exchange done?
- In a hurry? Simply re-order the size you want immediately, then load a return request below and we'll refund you once we receive the return.
- Not in a hurry? Select the exchange option on the returns form.
Please complete below form to start your return or exchange
Instructions for sending items to us
- The return of items to us is at your own cost and you must use your own courier or drop it off at our returns facility
- You must complete the above form to arrange a return or exchange before sending items to us.
- Include a note detailing the return that includes your details and your web order number
- Please wrap and package the product in packaging/box that is suitable for transport by courier.
- Refunds take 2 - 4 weeks to process once we have received your returned item or cancelled your order.
- For exchanges, after we have received the unwanted items from you, can take 1 - 2 weeks to process and deliver back to you
- All refunds are processed strictly in accordance with the original sales tender type (i.e. credit card, EFT or PayJustNow).
- Please supply an official proof of bank account for EFT Refunds (you can generate this via your banking app).
Address for returns & exchanges
First Ascent Online Returns & Exchanges
17 Mahillion Rd
Phillipi
Cape Town
7750
Opening Hours:
Monday - Thursday: 8:30 - 16:00
Friday: 08:30 - 15:00
Closed on weekends and public holidays
Instructions for sending items to us
- The return of items to us is at your own cost and you must use your own courier or drop it off at our returns facility
- You must complete the above form to arrange a return or exchange before sending items to us.
- Include a note detailing the return that includes your details and your web order number
- Please wrap and package the product in packaging/box that is suitable for transport by courier.
- Refunds take 2 - 4 weeks to process once we have received your returned item or cancelled your order.
- For exchanges, after we have received the unwanted items from you, can take 1 - 2 weeks to process and deliver back to you
- All refunds are processed strictly in accordance with the original sales tender type (i.e. credit card, EFT or Mobicred).
- Please supply an official proof of bank account for EFT Refunds (you can generate this via your banking app).
Address for returns & exchanges
First Ascent Online Returns & Exchanges
17 Mahillion Road
Philippi
Cape Town
7750
Opening Hours:
Monday - Thursday: 8:30 - 16:00
Friday: 08:30 - 15:00
Closed on weekends and public holidays
Easy ways to send items back to First Ascent
Aramex Store to Door at PNP, Checkers or Fresh Stop
- Buy a R99 sleeve from the counter
- Add our returns address (see below) as the destination.
- Drop the sleeve into the Aramex Drop Box and Aramex will deliver to First Ascent
- Email us the tracking number so we can look out for the parcel when it arrives
PostNet To Door
- Find your nearest PostNet store here
- If you haven't already, ask the PostNet store to securely package your return
- Add our returns address (see below) as the destination.
- PostNet will deliver to First Ascent
- Email us the tracking number so we can look out for the parcel when it arrives
Own Courier
- Please wrap and package the product in a box that is suitable for transport by courier.
- Ensure the courier has the correct First Ascent address as per below
- Email us the tracking number so we can look out for the parcel when it arrives
Drop off at our factory in Cape Town
(NB not available during December festive break)
- Choose "drop off option" on the form
- Please wrap and package the product
- Take note of the factory office hours
- Drop off at factory address reception:
15 Induland Ave
Landsdowne
Cape Town
7780