Refund & Return Policy

Version 1.0 · Effective June 2026

This Refund & Return Policy forms part of, and should be read together with, the Terms & Conditions. It explains how cancellations, returns, and refunds are handled. Because many items are made or provided by individual women entrepreneurs, certain specifics are confirmed by the relevant Seller at the time of order; where a Seller's stated terms are stricter or more generous, the order-specific terms communicated to you at checkout shall apply.

1. Cancellations

• You may cancel an order before it has been dispatched by contacting us.
• For prepaid online orders, an eligible cancellation will be refunded as set out below.
• Once an order has been dispatched, or for made-to-order and service items once work has commenced, cancellation may not be possible.

2. Returns & eligibility

• If an item arrives damaged, defective, or materially different from its description, you may request a return within three (3) to seven (7) days of delivery, supported by photographic evidence where relevant.
• Returned items must be unused and in their original condition and packaging, where applicable.
• Approved returns are subject to verification by FinGo and the relevant Seller.

3. Non-returnable items

For reasons of hygiene, safety, or practicality, the following are generally not eligible for return or refund unless they arrive damaged or defective: perishable goods and food items; personalised, custom-made, or made-to-order products; intimate or personal-care items; digital products; and services that have already been rendered. Eligibility is made clear at the time of order.

4. Refunds & timelines

• Approved refunds for online (prepaid) orders are processed back to the original payment method through our licensed payment gateway, typically within seven (7) to ten (10) business days, subject to the provider's and your bank's processing times.
• Refund amounts may exclude non-refundable delivery charges where the return is not due to FinGo's or the Seller's fault.

5. Cash on Delivery

For Cash on Delivery orders, eligible refunds are arranged directly — for example via bank transfer or a mobile wallet — once the returned item is verified or the issue is confirmed.

6. Damaged or wrong items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with your order number and clear photographs. We will arrange a replacement, repair, or refund as appropriate, at no additional delivery cost to you where the fault lies with the Seller or FinGo.

7. How to request

To request a cancellation, return, or refund, email us at support@fingodigital.com with your order number and details, so your request is formally logged and tracked. We will then guide you through the next steps.

8. Dispute resolution

FinGo facilitates fair resolution between Buyers and Sellers and will make reasonable efforts to resolve issues. Any unresolved dispute is handled in accordance with the dispute-resolution provisions of the Terms & Conditions.