Returns Policy

Email [email protected] with your order number, contact details, product model and the reason for your request. If an item arrived damaged or is faulty, include photographs if you can. We will explain the next steps and arrange collection or return instructions where appropriate.

Please contact us before sending an appliance back so it can be directed to the right team. Pack it securely and include its accessories where possible. If you bought from an independent stockist, contact that seller about your purchase.

Falco offers a voluntary return option for an unwanted product when you log the request within 30 days of delivery or collection. For this option, the product should be unused and undamaged, with its original labels, packaging, parts and accessories. A 10% handling fee and an applicable collection charge may apply. We will explain any charge before arranging collection.

This voluntary option is separate from statutory rights. Where the Electronic Communications and Transactions Act cooling-off right applies, you may cancel an eligible online purchase without giving a reason within seven days after receiving the goods. Only the direct cost of returning the goods may be charged under that right; some transactions are excluded by law.

If you receive the wrong product or one that does not match its description, contact us. We will arrange collection at no charge and work with you on the correct product, a refund or another remedy available under the law.

Please tell us about visible damage or missing parts within seven days of delivery, if possible, and keep the packaging while we arrange an assessment or collection. Reporting later does not remove any statutory rights you may have.

If a product develops a fault, contact us with its model, invoice and a description of the issue. We may create a service job card and arrange a technician assessment. Normal wear, misuse and alterations contrary to the product instructions are not covered as manufacturing defects.

Under the Consumer Protection Act, goods that do not meet the required standards of quality may generally be returned within six months of delivery, without penalty and at the supplier’s risk and expense. Where that right applies, you may choose a repair, replacement or refund, subject to the Act. A manufacturer warranty may provide additional cover.

When a refund is due, we will confirm the method and timing with you and process it within the period required by applicable law. Nothing on this page limits your rights under South African consumer law.