Eligibility for Returns
- Returns are accepted only for defective products or wrong items sent.
- Returns must be initiated within 14 days of delivery.
- Custom orders and calendars cannot be returned.
Conditions for Returns
- A 50% return fee will apply to all returns, except in cases where the wrong item was sent or the product is defective.
- Products must be returned in an unbroken, original condition, with all original packaging intact.
- Proof of purchase (e.g., receipt or order confirmation) is required for any return.
How to Initiate a Return
- Email us at konrad@khanyaafrica.com with your order details and a description of the issue to initiate a return.
- Once your request is approved, we will provide further instructions on shipping and processing.
Shipping for Returns
- Customers are responsible for arranging and covering the cost of return shipping via The Courier Guy or another reliable courier.
- If the return is due to our error (e.g., wrong product sent), we will cover the shipping costs.
Refund Policy
- Refunds will be issued as store credits only and do not include shipping costs or the 30% return fee.
- Refunds are processed within 14 days of receiving the returned product in acceptable condition.
Exchanges
- Exchanges will only be provided if the damage to the product was caused by our partners during shipping or handling.
- Exchanges must be requested within 14 days of delivery.
- If the product is too badly damaged to be reused, no exchange or credit will be provided.
Non-Refundable Items
- Calendars, sale items, and custom orders cannot be returned or exchanged.
- By completing your purchase, you agree to these terms and conditions.
Order Cancellations
- Orders may be canceled prior to production with a 25% cancellation fee.
- If production has already started, cancellations are subject to a 50% cancellation fee.
- This 25% or 50% cancellation fee also applies to returns and exchanges.
Customer Satisfaction Guarantee
While non-refundable items are not eligible for returns or exchanges, we will do our best to resolve any issues to ensure your satisfaction. If you have any concerns, please contact us at konrad@khanyaafrica.com.
Legal Compliance
This policy is subject to local consumer protection laws as applicable in Cape Town, South Africa.