Product FAQ

TIFOSI SPORTS

Is Passionate About Your Experience!

We pride ourselves in providing world class customer service.

CUSTOMER SERVICE

Tifosi Sports prides itself on providing world class customer service. It is imperative to us that we get things right and that we make your interaction with our business a positive experience.

We want our customers and resellers to be able to trust us, confident that our decisions and procedures are ethical and that they meet with your approval. In cases where we do not perform to the best of our abilities – our Team is committed to promptly and efficiently resolving the issue at hand.

Our Customer Care Code provides guidance on the conduct expected in support of our customers and resellers. It applies to all our Team, be it our direct employees as well as all contractors and others acting on behalf of Tifosi Sports.

CUSTOMER SERVICE CODE OF CONDUCT

Tifosi Sports expects the highest achievable standards of integrity and conduct in all aspects of our business as well as the On brand we represent in South Africa.

Our Code of Conduct incorporates the following values:

  1. We put you, our Customer, first.

    Your concerns, reviews and feedback are all taken seriously, with the appropriate sense of attention, urgency and empathy. This incorporates all feedback received via face-to-face, email, telephonic or any other means. Our Team is tasked with making sure that they efficiently and promptly understand and resolve all customer care issues. With any issues that we are unable to be resolve immediately, our Team is tasked with escalating the issue to the appropriate Team member at Tifosi Sports and reverting back to the Customer with a timely resolution.
  2. We demonstrate thorough knowledge of all On brand products so that you get the best experience using On shoes/apparel/accessories.

    Our goal is to give you the best experience with all our On products. This includes informing you why On products are different and informing you of our unique approach to everything we do.
  3. We embrace any complaints as opportunities to impress you and future Customers.

    Our Team is committed to resolving with urgency and with clarity your customer care issue and/or any other request – our goal is your complete satisfaction with our business and the On brand.
  4. We endeavour to provide wholistic, honest responses and to deliver on our promises to you.

    We conduct ourselves with integrity. Our Team is tasked to deliver on all promises made. We understand that nothing annoys customers more than a broken promise.
  5. We treat all information received from you as proprietary.

    Our Team undertake to comply with the Protection of Personal Information Act (POPIA).

Our Head Office is based in Johannesburg. We have staff and agents based in all the major provinces in South Africa whose job it is to service our retail stores, resellers and customers and to assist with orders, questions or concerns.

Should you require any assistance, please contact Tifosi Sports on – +27 (0) 76 024 7093 – info@tifosisports.co.za

POPIA

Protection of Personal Information Act

Tifosi Sports takes your privacy and the protection of your personal information very seriously, and we will only use your personal information in accordance with the applicable data protection legislation in South Africa.

It is important to state that you, as our customers, stores and resellers, are required to take all the appropriate steps to protect your personal information yourself.

Information that Tifosi Sports may have collected about you over time may include:

  • your consent to the collection of various information about you,
  • personal information including your name, address, contact details, date of birth, place of birth, identity number, passport number, bank details, details about your employment, tax number and financial information;
  • records of correspondence or enquiries from you and/or anyone acting on your behalf;
  • details of transactions you carry out and/or have carried out with us;
  • details of contracts, sales transactions, leases and/or other written arrangements with us;
  • sensitive and/or special categories of personal information, including biometric information and/or images;
  • consumer credit information at any credit bureau and/or third party.

Tifosi Sports has implemented reasonable technical and operational measures to keep your personal information secure. We may retain your personal information indefinitely, unless you object, in which case Tifosi Sports will only retain this information if we are permitted or required to do so in terms of Applicable Laws.

You may request details of personal information that we hold about you under the Promotion of Access to Information Act, 2000 (“PAIA”). Fees to obtain a copy or a description of personal information held about you may be chargeable as prescribed in terms of PAIA. Confirmation of whether or not we hold personal information about you may be requested free of charge.

You may opt out for any future Tifosi Sports direct marketing communications free of charge by emailing info@tifosisports.co.za and requesting confirmation that your details have been removed from our communications database. Any direct marketing and newsletter you may receive from Tifosi Sports will include the option for you to opt out of receiving future communication from us. Should you no longer wish to receive our newsletter(s) and/or other communication, you may unsubscribe at any time by clicking on the link provided in the communciation.

Should you believe that Tifosi Sports has utilised your personal information contrary to Applicable Laws, we request that you first attempt to resolve these concerns directly with Tifosi Sports, for the attention of Jacques Botha at email address info@tifosisports.co.za or on phone number +27 (0) 76 024 7093.

If you are not satisfied with the feedback from Tifosi Sports, you may lodge a complaint with the Regulator at email address inforeg@justice.gov.za or on phone number +27 (0) 12 406 4818.

BRAND WARRANTY INFORMATION

Each brand stipulates its own regulations regarding a warranty on the product. Please note, each product’s warranty is unique to that product. There is not a universal warranty across all brands’ products. In order for a warranty to be claimed, a process needs to be followed and no exceptions will be tolerated.

The process is as follows: The client will return the product to a relevant store. The store will contact the Tifosi Sports Head Office and collection of the item will be arranged. On examining the item/items a management decision will be taken as to whether the product has suffered normal wear and tear, abuse, has a manufactural fault or a stitching fault.

Please Note: a stitching fault will be mended (Brand dependant) – not replaced unless management decides otherwise. Small courier fees may apply when a replacement/mended item is sent/returned to the client. Each case will be handled separately. A proof of purchase is always required for a warranty claim.

WARRANTY POLICY

On Running Footwear in South Africa

Distributed through Tifosi Sports (PTY) Limited

The On Warranty Period applies to footwear that is less than 6 (six) months old from date of dispatch and/or invoice by the vendor (whichever is the earlier).

When used for its intended purposes, On footwear has a life expectancy of approximately 480 to 800 km depending on the model and materials used in the specific On footwear style.

Before any warranty claim will be considered by Tifosi Sports, all customers must produce a valid proof of purchase including an invoice detailing:

1. A valid proof of purchase including an invoice detailing:

  • Shoe Style
  • Shoe Size
  • Shoe Colour
  • Date of Purchase
  • Place / Vendor Name of Purchase

2. A minimum of 3 (three) photographs of the On footwear showing:

  • Damaged area(s) on both shoes
  • Tread on soles of both shoes
  • Inside tongue of shoe showing size (tongue label)

Any delay in the correct and / or incomplete documentation being sent to Tifosi Sports will result in a delay in the warranty claim being assessed. Only On footwear with clear definitive defects will be assessed under our Warranty Policy.

Please note: The On Warranty Program does not cover customer care matters that arise due to improper fit, normal wear and tear, damage due to misuse, alteration to the product, and / or negligence. Furthermore, any customer care issues arising from matters such as improper fit by the customer and / or incorrect advice from the place / vendor of sale will be for that specific vendor to resolve with the customer at the vendor’s full cost. Tifosi Sports will not consider any such cases for warranty claim assessment and / or credit note.

All warranty claims will be evaluated by Tifosi Sports on a case-by-case basis and only approved cases will qualify for a replacement pair free of charge and / or credit note. Should there be a difference between the original purchase price and the price of the replacement On warranty shoe at the time of the successful warranty claim, the customer shall be required to settle the difference in price before the warranty footwear will be released to the customer. In the instance where a subsequent claim arises from the same initial On footwear purchase then such subsequent warranty case shall be referred to Tifosi Sports Management Team for final feedback and resolution.

All successful warranty claims will take a minimum of 5 (five) working days for a replacement warrant shoe to be processed and delivered to the customer and / or vendor.

RETURNS POLICY

Returns Procedure for Online Purchases

Our Returns Policy allows you to return any item(s) purchased on this Tifosi Sports website within 14 days of you taking delivery of your order from Tifosi Sports. This policy only applies for:

  • defective item(s); or
  • incorrect sizing of item(s) and/or
  • incorrect items delivered by Tifosi Sports to the Customer.

Please email info@tifosisports.co.za to log your request for any item(s) you wish to return. Alternatively call our offices on +27 (0) 76 024 7093.

Customers must provide details of their purchase invoice number as well as their contact details, collection address and any other information. Customers will receive an email to confirm that a Tifosi Sports staff member is dealing with the return request. Our staff will be in contact with the Customer to make the necessary collection arrangements.

Customers must ensure that the item(s) being returned are not used (unless defective) and must be packed in the original packaging. Except in the case of defective item(s), all other item(s) must be in a re-sellable condition.

A Tifosi Sports staff member will co-ordinate the collection and return of the item(s) from the Customer’s address to our offices.

Once the return item(s) have reached our offices, each of the item(s) in the Customer’s return will be inspected before the return is processed and the refund is initiated by Tifosi Sports.

Tifosi Sports will make a maximum of 2 attempts to collect a return parcel from a Customer. If Tifosi Sports is unable to collect after the second attempt, Tifosi Sports will cancel the return and collection request.

RETURNS TERMS AND CONDITIONS

Tifosi Sports reserves the right to reject a return for the following reasons:

  • Item(s) are used and not defective;
  • Item(s) are not the incorrect sizing and/or the incorrect item(s) delivered versus ordered by the Customer;
  • Item(s) are not in the original packaging and not in a re-sellable condition.

All rejected item(s) will be returned by Tifosi Sports to the Customer. If the Tifosi Sports Team is unable to deliver the rejected item(s) to the Customer for any reason, Tifosi Sports will keep the item(s) for collection by the Customer.

Should the Customer not collect the rejected return item(s) within 3 months from notice of collection, Tifosi Sports will destroy the item(s) with no compensation to the Customer.

Refunds for approved returns will be processed by Tifosi Sports within 7 working days depending on the method of refund and the Customer’s banking institution.

Tifosi Sports will not refund the Customer for any portion of the purchase price paid for using a Gift Voucher.

Customers can exchange any item(s) provided the item(s) are in the original packaging and in a re-sellable condition and the item(s) are returned within 14 days of the Customer taking delivery of an order/online purchase.

Please refer to our Warranty Policy on our website for any item(s) that are defective.

For any further clarity in connection with the On Warranty Policy, please email: info@tifosisports.co.za

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