Shipping And Returns


Shipping Policy

Online Purchases: Refund & Exchange Policy

The following delivery Policy is only valid for merchandise purchased via the OTG ACTIVE website (“the Webstore”). This policy has been developed to ensure the accurate and secure delivery of all purchases according to your delivery needs. Should you have any questions with regards to deliveries, please contact us toll free on 0800 007 708.

  1. Express Delivery (2 to 3 working days) is subject to stock availability, limited to main centres and only applies to items accordingly identified. Orders placed on a Friday will be delivered on the following Monday or Tuesday. In the case of a mixed basket, our standard delivery policy of 3-5 working days will apply.
  2. Free shipping for orders over R600 applies to main centres only and it excludes large items,.
  3. We can only deliver products to physical addresses within the borders of the Republic of South Africa.
  4. Standard Deliveries will be made within 3-5 business days upon acceptance of your order. Note, for certain outlying areas we have to use regional third party couriers and while every effort is made to expedite delivery, service to these areas may take an additional 2 days.
  5. Quoted delivery times are a guide only and while Moresport endeavors to meet the targeted delivery times for both Next Day delivery and Standard deliveries, from time to time factors beyond our control can result in delayed delivery.
  6. A unique order number will be communicated to you via email which can be used to track the status of your order.
  7. Your deliveries will be made through our designated courier company, Dawnwing, or the Moresport Service Centre. For information on their Terms and Conditions, refer to www.dawnwing.co.za.
  8. Once you have indicated your address and you have received confirmation of your order, we regret that no changes to the specified address and/or delivery option will be accepted.
  9. We reserve the right to contact customers and arrange alternative delivery methods and timelines if your delivery address is remote or to cancel the order if delivery is not feasible
  10. View our delivery rates here.
  11. Before you finalise your order, you have the option to indicate in the "Notes" field whether the order should only be delivered to you OR you can specify an alternative authorized person's name to receive it on your behalf. You or the authorized person will be required to show proof of identification to the courier upon delivery.
  12. In order to safeguard your purchase, the carrier will only deliver to the specified address and to you or one of the people indicated on the notes of the order as being authorised to §§ receive your parcel.
  13. The courier will request proof of identity from the person receiving the parcel if this was indicated in the "notes" field of the order.
  14. All parcels delivered will be secured with a unique purchase sealing tape. Should this be broken, please follow the guidance below in point 12.
  15. The person receiving the parcel will be asked by the courier to sign the waybill indicating that the parcel/carton has been received undamaged and in good condition.
  16. Proof of ID may be requested to verify authenticity of purchaser
  17. In the unlikely event that the parcel/carton is damaged and/or the security seal is broken, then the receiving person can either:
    1. Check the parcel in front of the driver and indicate on the courier's waybill (delivery documentation) whether there are any;
      1. breakages, and/or
      2. damages and/or
      3. tems missing.
      Both parties (the courier and the person receiving) will need to co-sign their names against this indication. If the receiving person chooses to still accept the damaged carton, the waybill will reflect that a damaged parcel was received and accepted with both parties co-signing.
    2. Alternatively, the receiving person can send the parcel back and indicate on the waybill the reasons for sending the parcel back. Both parties will need to co-sign against this indication.
  18. Kindly refer to our refunds policy for further information.

Refunds Policy

If you are dissatisfied with an item purchased from our website you may return it to any OTG ACTIVE store (or the Webstore within 48 hours) for a refund, replacement or exchange provided that the conditions of our Refund & Exchange policy have been satisfied. We will exchange or refund a product provided that:

  1. there is valid proof of purchase, i.e. till slip;
  2. it is within 6 months of the original purchase date;
  3. it is in its original packaging or condition, i.e the security seal or shrink wrap is intact (if applicable), product is unworn and unused and the online store's price ticket is attached.
  4. For hygiene reasons, underwear including swimwear (excluding bras) may not be returned or exchanged.
  5. Refunds and/or exchanges will be accepted at any OTG ACTIVE store countrywide, provided that the above requirements are satisfied.
  6. All refunds are processed strictly in accordance with the original sales tender type and only after confirmation that the funds were received in our bank account.
  7. If you wish to exchange/return something that you purchased online at www.otgactive.com and have met the above conditions for refund or exchange, you can do so in one of two ways:
    • Return the selected item to your nearest OTG ACTIVE store together with your invoice; OR
    • Send the selected item back to our Webstore, together with your invoice, and your credit card will be refunded with the appropriate amount. Please note that the cost of couriering the product back to our Webstore shall be incurred by the purchaser. The address details are as follows:
      Attention: OTG Ecommerce
      Sheffield Business Park, Enterance E,
      17 Mahillon Road,
      Philippi.
      If you wish to return something that you purchased online at www.otgactive.com because the item you received is either damaged or not what you ordered, you can do so in one of two ways:
    • Return the item to your nearest OTG ACTIVE store, together with your invoice and we will refund or exchange your purchase; OR
    • Email info@otgactive.com and request OTG ACTIVE to collect the product in question within 48 hours of receiving the goods. OTG ACTIVE will send a courier to collect the damaged/incorrect product, at our own cost, and replace it with the correct product.
    • Tell us about your experience in our stores or on the website:
    • talk to any of our Store Managers about our service and our products; or
    • contact our Customer Care Line on 0800 007 708; or
    • e-mail us at info@otgactive.com

In-store Purchases: Refund & Exchange Policy

If you are dissatisfied with an item purchased from our store you may return it to any OTG ACTIVE store for a refund, replacement or exchange provided that the conditions of our Refund & Exchange policy have been satisfied.

  1. The original till slip is required.
  2. All refunds are processed strictly in accordance with the original sales tender type.
  3. Refunds will not be given on Gift Cards. In addition, a refund on product bought on a gift card will be in the form of a new gift card.
  4. Returned products must be in the original condition and in undamaged packaging.
  5. For hygiene reasons, underwear including swimwear (excluding bras) may not be returned or exchanged.
  6. We will only consider exchanging or refunding a faulty product if it was used for its intended purpose and in accordance with the product’s instructions and / or user manual.
  7. No refunds or exchanges will be made for a product that has been misused or purposely damaged.
  8. A faulty product will, where relevant, be subject to a technical assessment by a specialist before being repaired, replaced or refunded.
  9. Repairs may involve a courier cost that is for the customer’s account and will be quoted upfront.
  10. When returning a product for repair, please ensure that it is in hygienic condition.
    Tell us about your experience in our stores or on the website:
    • talk to any of our Store Managers about our service and our products; or
    • contact our Customer Care Line on 0800 007 708 or e-mail us at info@otgactive.com