Refund policy

Last updated: 11 August 2026

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a change-of-mind return, the item must be in the same condition in which you received it: unused, uninstalled and unaltered, with all labels, parts and accessories, and in its original packaging. You will also need the receipt or other proof of purchase.

To request a return, contact us at info@fcgbirdcontrol.co.za and provide your order number and reason for the return.

Approved returns must be sent to:

Falcon Crest Group (Pty) Ltd
51 Maitland Street
Blanco
George
6529
South Africa

If your return is accepted, we will provide instructions explaining how and where to send the parcel. Items sent back without first requesting a return may not be accepted or may experience processing delays.

For any return-related questions, contact us at info@fcgbirdcontrol.co.za or 076 272 3557.

Nothing in this Policy limits any right that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”) or other applicable South African law.

CHANGE-OF-MIND RETURNS

Our 30-day return policy allows customers to request the return of an eligible product within 30 days after receiving it.

For a change-of-mind return:

  • The product must be unused, uninstalled, undamaged and unaltered;

  • All original parts, accessories, manuals and labels must be included;

  • The product must be returned in its original packaging;

  • Proof of purchase is required; and

  • The return must first be approved by FCG.

The customer is responsible for the cost and risk of returning a change-of-mind item. We recommend using a tracked and appropriately insured courier service.

The original delivery charge is not refundable for a change-of-mind return unless required by law.

SOUTH AFRICAN ONLINE COOLING-OFF PERIOD

Where section 44 of ECTA applies, a consumer may cancel an eligible online purchase without giving a reason and without penalty by notifying FCG within seven days after receiving the goods.

The only charge that may be imposed under this cooling-off right is the direct cost of returning the goods. A refund due under this right will be processed within 30 days from the date of valid cancellation, as required by ECTA.

This cooling-off right does not apply to categories excluded by law, which may include goods made to the customer’s specifications or clearly personalised products.

DAMAGES, DEFECTS AND INCORRECT ITEMS

Please inspect your order as soon as reasonably possible after delivery. Contact us promptly if the item is defective or damaged, if parts are missing, or if you received the incorrect product so that we can evaluate the issue and provide the appropriate remedy.

Please email info@fcgbirdcontrol.co.za with:

  • Your order number;

  • A description of the issue;

  • The delivery date; and

  • Clear photographs of the product, packaging and courier label where relevant.

Please retain the product and all packaging while the matter is being assessed.

Where the CPA applies, goods that fail to meet the required quality standards may be returned within six months after delivery, without penalty and at FCG’s risk and expense. The consumer may direct FCG to repair or replace the product, or refund the purchase price, subject to the CPA.

FCG may reasonably inspect or test a returned product to confirm the reported defect. Damage caused by misuse, neglect, incorrect installation, unauthorised modification, abnormal operating conditions, normal wear and tear or failure to follow supplied instructions may not constitute a product defect.

EXCEPTIONS AND NON-RETURNABLE ITEMS

Subject to applicable law, we do not accept change-of-mind returns for:

  • Products manufactured, programmed, assembled or ordered to the customer’s specifications;

  • Personalised or customised products;

  • Opened consumable products where safe resale cannot reasonably be assured;

  • Hazardous materials, flammable liquids or gases where return transport or resale would be unsafe or unlawful;

  • Products that have been installed, used, modified, damaged or returned incomplete;

  • Gift cards; and

  • Clearance or final-sale products where this was disclosed before purchase.

Please contact us if you are uncertain whether a product is eligible for return.

These exclusions do not limit the customer’s statutory rights concerning defective, unsafe, damaged, misdescribed or incorrectly supplied goods. Sale and promotional products remain covered by applicable statutory quality protections.

ORDER CANCELLATIONS

Contact us as soon as possible if you wish to cancel or change an order.

If the order has not entered manufacturing, assembly, programming, special ordering, preparation or dispatch, we will try to accommodate the request.

If work has already started on a customised, programmed, manufactured or specially ordered product, FCG may refuse the cancellation where legally permitted or deduct a reasonable cancellation charge based on work completed and costs already incurred.

If FCG cancels an order because the product is unavailable or cannot be supplied, we will refund the amount paid for the affected product.

EXCHANGES

The quickest way to obtain a different product is to request a return of the original item and, once the return is accepted, place a separate order for the replacement product.

If you ordered the incorrect item or changed your mind, you will generally be responsible for the return cost and the delivery cost of the new order.

If an exchange is required because FCG supplied an incorrect or legally defective product, FCG will cover the reasonable costs that it is required to bear under applicable law.

RETURN SHIPPING

Return shipping costs are handled as follows:

  • Change-of-mind return under our 30-day policy: The customer pays the return shipping cost.

  • Eligible ECTA cooling-off return: The customer pays the direct cost of returning the goods.

  • Defective, unsafe, damaged, incorrect or incomplete product: FCG will bear the reasonable return cost where required by law.

  • Incorrect product ordered by the customer: The customer generally pays the return and replacement-delivery costs.

Do not return a parcel cash-on-delivery unless FCG has agreed to this in writing.

REFUNDS

We will notify you after receiving and inspecting the return and advise whether the refund has been approved.

If approved, the refund will ordinarily be issued to the original payment method within 10 working days after approval, except where a different period is required by law.

For a valid ECTA cooling-off cancellation, the refund will be processed within 30 days from the date of cancellation.

After FCG processes a refund, your bank or payment provider may require additional time to reflect the funds in your account.

Please contact info@fcgbirdcontrol.co.za if more than 15 working days have passed since we confirmed approval of your refund and the funds have not reflected.

Shipping and installation charges will be refunded only where required by law or expressly approved by FCG.

CONTACT INFORMATION

Falcon Crest Group (Pty) Ltd, trading as FCG Products
Email: info@fcgbirdcontrol.co.za
Telephone: 076 272 3557
Return address: 51 Maitland Street, Blanco, George, 6529, South Africa

Please include your order number in all return, exchange, cancellation and refund correspondence.