Shipping & Returns Policy

Refund policy?
We regret No Refunds on physical and digital products.
Exchange?
• You may exchange full price merchandise for ‘change of mind reasons’ within
five (5) days of receiving your order.
Please keep in mind that ITRAIN cannot accept the returned product(s) and
cannot exchange the item/s if:
 the return fails outside of the stated five (5) day period
 the product(s) is worn, damaged or not in its original packaging;
 the product has been purchased at a reduced SALE price
 orders with promo codes used to discount the item fall under sale orders /
orders using influencer discount codes / BUY X GET Y FREE promo codes
forfeit the right to be returned/exchanges
 the product is part of a limited edition/exclusive or ITRAIN casual’s collection.
 The product is deemed as a digital product.

To return a product for exchange, please follow the instructions below: 
• Drop us an email via info@itrainsa.co.za / management@itrainsa.co.za
• In your email, please include your reason for exchange and attach a copy of the
payment confirmation you received when placing the order
You will receive a response email :
• confirming/declining the exchange
• the availability of the items the customer would like to exchange for
• a return address
• You will be responsible for paying for your own shipping costs for returning your
item. You will need to pay an additional shipping cost (R100) to dispatch your
new item. Shipping costs are non-refundable.
Pack the product(s) into their original packaging including the original and
attached labels
• Address the package to ITRAIN

• As ITRAIN in not liable for the loss of any product being returned we highly
recommend that you return it using registered mail.
Damaged or Defective product ?
For ITRAIN, we pride ourselves on quality. We thoroughly test all our garments to
ensure they are fully capable of standing up to the uses for which they were
designed, as well as being licensed to credible brands that guarantee quality.
We will refund/replace the product if the damage is the result of a manufacturing
defect or deviation from factory specifications, and not the result of normal wear
and tear. If the problem was caused by reasons other than material quality or
assembly process, the original product will be returned to you.
Please note the following are not acceptable as defective/damaged goods:
 item does not match the image online - we make sure to use images identical
to the product online, we refrain from using client images online due to editing
& adjustments done to images by clients when posting on instagram. The
image online is the most accurate and identical to the product purchased and
in no way or form differ from the item received. Please use the online image as
the correct source of the item you are purchasing and will receive.
 Loose threads

Email us via info@itrainsa.co.za if you have received a damaged/ defective item.
Please provide a description of the defected item and a few pictures.
 please note you will have to ship the defective product back to our warehouse
for our team to investigate the defective/damaged product.
 a refund/replacement will only commence once the returned item is declared
damaged/defective.

*If you receive a refund due to defects, the cost of return shipping will be
deducted from your refund.
 

SHIPPING/DELIVERY – Physical Retailed products

• ITRAIN.STORE is focused online retail and does not have a physical retail
store. Deliveries are door to door i.e. to the address supplied by the User. If the

User is not available at the time of delivery, the parcel will be left with someone at
the property who will be required to sign receipt e.g. staff.
• ITRAIN cannot deliver to P.O. Boxes
 ITRAIN has a physical location dedicated to for Physical fitness exercise.
This studio can be used as a pick up and drop off point in the case of
special request due to what can be deemed as an emergency on
permission of the owner.
 The client receives a shipping confirmation email on dispatch of their purchase
including all necessary tracking information. It is the client’s duty to track their
parcel to ensure the whereabouts and that they are present to receive the
package on the delivery date.
 If the courier service after multiple attempts of trying to deliver the package at
the given address or contact the client via the contact details given fails to
deliver or receive a response to their messages/calls and the package is
returned to ITRAIN , the client forfeits delivery and is accountable to
arrange/pay for RE DELIVERY.

How much does shipping cost?
We courier nationwide at R140 / Costs may vary during Sales / Additional
shipping is required due to volume/ weight of product/s.
All South African orders are shipped
• via Fastway (local)
• via Aramex (outlying/grey areas)
You will be required to sign for delivery, we therefore recommend that you
provide a daytime address where someone will be able to sign between 9am and
5pm.

Where can I find delivery details?
Once you have added your product items to the cart, the next step is to checkout.
On this check out page, we request billing and delivery details, where you would
need to complete the corresponding forms, with the correct shipping address.
How do I change my shipping address once my order is placed ?
We can only update your shipping address before shipment.
To ensure that your package can be properly delivered, please ensure that
your address is complete and correct with all information including
apartment/suite/room numbers.
Once your package shipped, we will not be able to change the shipping address.

When will my order be dispatched ?
• Orders will be shipped within the weekly scheduled delivery slots. (During sale
season/pop up events hosted by ITRAIN we may experience a delay in shipping.
You will be notified via social media/email if there is a delay in dispatching your
order.)
• Please take note that all products purchased over the weekend and on public
holidays, will only depart during the following week scheduled work day.
Can I track my order?
You are able to track the status of your order using the tracking code attached to
your order. If you have any concerns, please do not hesitate to contact us
• email info@itrainsa.co.za / Management@itrainsa.co.za

How long does delivery take ?
South Africa wide (generally 2-6 working days)
• Durban (1-2 working days)
• JHB (2-4 working days)
• CPT (3-5 working days)
• Outlying areas (6 working days)
What should I do if my order hasn’t been delivered yet ?
If your order has not arrived after 6 working days please send us a message
including your order number via email info@itrainsa.co.za /
Management@itrainsa.co.za and a itrain representative will get in contact with
you as soon as possible to ensure your order arrives safely.

International purchases & shipping ?
We regret, we currently do not offer this on physical products but procedures as
above follow for digital products.

 

SHIPPING/DELIVERY – Digital products

• ITRAIN.STORE is focused online retail and does not have a physical retail
store. Deliveries for digital products are internet based, email based of App
generated i.e. to the registration details supplied by the User. If the User does not
receive the digital products they will be required to get in touch with
info@itrainsa.co.za or management/itrainsa.co.za

 ITRAIN digital products can only be queried online through the relevant
email contact addresses.
 The client receives a confirmation email on dispatch of their digital purchase
including all necessary information. It is the client’s duty to download their
guide; app; or another format digital product to validate what they have
received.

How much does shipping cost?
N/A to digital products.

Where can I find delivery details?
Once you have added your product items to the cart, the next step is to checkout.
On this check out page, we request billing and delivery details, where you would
need to complete the corresponding forms, with the correct email address.
How do I change my shipping address once my order is placed ?
We can only update your email address before your final purchase.
Once your digital product is accepted, you will not be able to change the
email address.
To change an address contact our administration team on info@itrainsa.co.za /
management@itrainsa.co.za
When will my order be emailed ?
• Orders will be emailed immediately on purchase or within a 2 hour period.
Orders may be delayed due to issues such as
1. Internet connectivity issues
2. Server downtime
3. Error in email addresses
4. Incorrect credit card details or declining of credit card
5. Other issues
If you have any concerns, please do not hesitate to contact us
email info@itrainsa.co.za / Management@itrainsa.co.za