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Refund and Returns Policy
1. General Policy
We want you to be completely satisfied with your purchase. If you’re not, you may return eligible items under the conditions outlined below. This policy complies with the Consumer Protection Act (CPA) and ECTA of South Africa.
2. Eligibility for Returns
You may return a product if:
- It is defective, damaged, or not as described.
- It was delivered due to direct marketing (within 5 business days).
- It was not inspected prior to delivery and does not meet reasonable expectations.
- It is unsuitable for a specific purpose you communicated to us.
- It falls within the 7-day cooling-off period for online purchases under ECTA 1.
3. Conditions for Returns
To qualify for a return:
- The item must be in its original condition, unused, and in original packaging.
- You must provide proof of purchase (invoice or order number).
- The return must be initiated within 7 days (ECTA) or up to 6 months (CPA) depending on the reason.
- All accessories and manuals must be included.
4. Non-Returnable Items
The following items are not eligible for return:
- Digital downloads, gift cards, and software licenses.
- In-ear headphones or hygiene-sensitive items (unless sealed).
- Items damaged due to misuse or negligence.
- Custom-made or personalized products.
5. Return Process
- Log a return request via our website or contact support within the return window.
- Package the item securely and include all original components.
- Courier collection or drop-off will be arranged depending on your location.
- Once inspected, we will process your return within 10–15 business days.
6. Refunds & Exchanges
- You may choose between a refund, replacement, or store credit.
- Refunds are issued via the original payment method.
- If the item is returned opened or used, a handling fee of up to 20% may apply.
7. Return Shipping Costs
- If the return is due to our error (e.g., wrong or defective item), we cover the return shipping.
- If the return is due to a change of mind, you are responsible for return shipping costs.
8. Repairs
If you opt for a repair and the issue recurs within 3 months, you are entitled to a replacement or full refund
9. Dispute Resolution
If you are unsatisfied with the outcome of a return:
- Contact our support team for escalation.
- You may lodge a complaint with the National Consumer Commission or Consumer Tribunal.
10. Contact Us
For returns or queries:
- Email: returns@kairoskleaning.online
