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Returns & Exchanges

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 & Exchanges policy have been satisfied.

Please note:

For hygiene reasons, unsealed underwear items may not be returned unless the item is defective/damaged upon receipt of delivery.

How to log a return

We will gladly exchange or refund a product purchased from us, provided that it meets the below criteria:

  1. there is valid proof of purchase, i.e. First Ascent online order confirmation
  2. it is within 30 days of the original purchase date
  3. it is in its original packaging and condition and:
  • 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)
  1. Check that your product meets the exchange criteria set out above
  2. Drop us an email here and provide the below info:
  • Web order number (not the shipment number)
  • List the item(s) you want exchanged, and the item(s) you would like to replace these with
  • Please ensure to list the product code, name, colour and item size (check your order for these details)
  • Your return delivery address
  1. Check that your product meets the return criteria set out above
  2. Drop us an email here and provide the below info:
  • Web order number (not the shipment number)
  • List the items you want to return for refund
  • Please ensure to list the product code, name, colour and item size (check your order for these details)
  • If you paid via EFT, please supply your bank details and proof of bank account (copy of bank statement etc)

How do I send the item back to First Ascent?

  • Please note that the return of items to us is at your own cost.
  • You must contact us first 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 a box that is suitable for transport by courier.

Easy ways to send items back to First Ascent

Aramex Store to Door at PNP, Checkers or Fresh Stop

  1. Buy a R99 sleeve from the counter
  2. Add our returns address (see below) as the destination. 
  3. Drop the sleeve into the Aramex Drop Box and Aramex will deliver to First Ascent
  4. Email us the tracking number so we can look out for the parcel when it arrives

PostNet To Door

  1. Find your nearest PostNet store here 
  2. If you haven't already, ask the PostNet store to securely package your return
  3. Add our returns address (see below) as the destination. 
  4. PostNet will deliver to First Ascent
  5. Email us the tracking number so we can look out for the parcel when it arrives

Own Courier

  1. Please wrap and package the product in a box that is suitable for transport by courier.
  2. Ensure the courier has the correct First Ascent address as per below
  3. Email us the tracking number so we can look out for the parcel when it arrives

Address for returns & exchanges

Attention: First Ascent Online Store Returns & Exchanges
17 Mahillion Road
Phillipi
Cape Town
7750

Address for returns & exchanges

  • The return of items to us is at your own cost and you must use your own courier or drop it off at our head office.
  • 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
  • You must contact us first to arrange a return or exchange before sending items to us.
  • If using a courier, please wrap and package the product in a box that is suitable for transport by courier.
  • All refunds are processed strictly in accordance with the original sales tender type (i.e. credit card, EFT or Mobicred).
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