Refund policy

This Returns Policy applies to all customers. This policy does not apply to faulty or personalized Merchandise and such other Merchandise listed below. This returns policy is in addition to, and does not affect, the separate legal right of cancellation which is available only to EEA Consumers in some circumstances as explained below.

The return request must be made within 5 days from the date the order was delivered (unless otherwise required by applicable specifically prevailing consumer law). The return period shall be 60 days from the date you, or a third party named by you, who is not the carrier, have/has taken possession of the Merchandise, or, where your Order contained multiple products which will be delivered separately, delivery of the final product(s) making up your order.

If you wish to return Merchandise pursuant to these terms, the following instructions apply:

If you have paid Import Charges in connection with your Order (either pre-paid at Checkout or paid upon receipt of the Order directly to the applicable authority), you acknowledge that (a) you must seek reimbursement directly from the applicable authority in your destination (b) it will be your sole responsibility to claim such Import Charges back from the applicable authority in your destination, and (c) Khotso and Friends or third party cannot guarantee that such claim will be successful. If you have pre-paid Import Charges, upon your written request Khotso and Friends or a third party may exert appropriate efforts to assist you in obtaining reimbursement of such Import Charges,

Any initial Delivery Costs paid by you in connection with the Order will not be refunded. However, any delivery and clearance costs incurred by you when returning Merchandise may not be eligible for reimbursement or refund other than in the event of defective Merchandise, where you will be reimbursed for the return costs.

Title and risk to the returned Merchandise will not be taken back or assumed until it physically arrives back to the returns facility, and therefore you are advised to use a courier service offering a tracking number, and to take out adequate insurance to cover the cost of the goods in transit.

LIMITATION ON RETURNS POLICY

Notwithstanding anything to the contrary in these terms, there is no right to return merchandise which was made to your specifications or which is clearly personalized. There are other types of merchandise that are not eligible for return such as fragrances, sealed goods (such as DVDs or audio devices or goods liable to deteriorate or expire rapidly) or other merchandise which are not suitable for return due to health protection or hygiene reasons, if they were sealed and become unsealed after delivery.

Only the buyer will be entitled to receive a refund of the purchase price. In no event will a person who has received the Merchandise as a gift be entitled to receive a refund. If you are a gift recipient and wish to return the Merchandise, please contact us to discuss your options.

For customers within South Africa, items can be returned by emailing returns@khotsoandfriends.co.za within 7 days of receiving the item, at your own expense. Once we have received it in the same unused condition and packaging it was sent in, we will issue you with a credit to spend online.

 LIMITED WARRANTY; RETURNS POLICY FOR FAULTY MERCHANTS

If any Merchandise you order is damaged or faulty when delivered to you or has developed a fault, you may have one or more legal remedies available to you, depending on when you make us aware of the problem, in accordance with your legal rights. If you believe the Merchandise was delivered damaged or faulty or has developed a fault, you should inform us as soon as possible, preferably in writing, giving your name, address and order reference. Nothing in this section affects your legal rights

FOR MERCHANDISE SHIPPED INTERNATIONALLY, PLEASE NOTE THAT THE WARRANTY MAY NOT BE VALID IN THE DESTINATION, OR YOU MAY HAVE ONLY LIMITED WARRANTY VALID IN THE DESTINATION.