Overview

Our refund and returns policy lasts 10 days. If 10 days have passed since your purchase, unfortunately, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it, in its original packaging, along with a receipt or proof of purchase.

Items that we keep in stock may be returned within 10 days, subject to a 10% handling fee of the order/item total. If your product was received in a faulty or damaged condition, we will happily exchange it free of charge. Please email us at hello@kraaldesign.co.za to discuss any return.

Please note that if your return requires shipping back to our HQ, you will be responsible for 100% of the return shipping cost. We recommend using a trackable shipping service or purchasing shipping insurance for items of higher value, as we cannot guarantee receipt of returned items.

Non-returnable Items

Several types of goods are exempt from returns, including:

  • Gift cards
  • Downloadable software products
  • Custom or made-to-order items
  • Items that show obvious signs of use, damage, or missing parts not due to our error

Refunds

Once your return is received and inspected, we will send you an email confirming receipt and notify you of your refund status. If approved, your refund will be processed and applied to your original payment method within a few business days. Only regular-priced items are eligible for refunds; sale items are non-refundable.

Late or Missing Refunds

If you haven’t received your refund yet, please:

  1. Check your bank account again.
  2. Contact your credit card company, as processing times vary.
  3. Contact your bank, as there may be delays in processing.

If you’ve taken these steps and still haven’t received your refund, please contact us at hello@kraaldesign.co.za.

Exchanges

We replace items only if they are defective or damaged. To request an exchange for the same item, please email hello@kraaldesign.co.za and send your item to our HQ address.

Gifts

If an item was marked as a gift and shipped directly to you, you’ll receive a gift credit upon return. If the item was not marked as a gift, or the gift giver had the item shipped to themselves, the refund will be processed to the gift giver.

Shipping Returns

To return your product, please mail it to our HQ address (provided upon request). Return shipping costs are non-refundable, and the cost will be deducted from any approved refund amount.

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