Guarantees Returns Refunds and Exchange Policy
Guarantees Returns Refunds and Exchange Policy
Thank you for shopping with Karoo Rustic. We strive to ensure that our customers are satisfied with their purchases. This refund and exchange policy outlines your rights as a consumer under the Consumer Protection Act, 68 of 2008, and the Electronic Communication and Transactions Act, 25 of 2005, of South Africa, as well as our procedures for refunds and exchanges.
Applicability:
This Guarantees Returns Refunds and Exchange Policy applies to all products purchased from Karoo Rustic either online or through our physical store location within South Africa.
Consumer Rights:
A consumer cannot simply have a change of heart and may only return goods under the CPA in four instances, namely:
- Goods that had not been inspected prior to being purchased;
- During the “cooling-off” period after direct marketing;
- Goods that do not meet a particular purpose; and
- An implied warranty of quality.
As a consumer, you are entitled to certain rights under South African Law, including:
- The right to receive goods that are of good quality, safe, and free from defects;
- The right to return goods within a certain period if they are defective, damaged, or not as prescribed; and
- The right to cancel certain transactions within the cooling-off period.
Refunds:
We offer refunds for eligible products within 7 days of purchase. To be eligible for a refund, the product must be unused, in its original packaging, and accompanied by proof of purchase. Refunds will be processed using the same method of payment used for the original purchase. Refunds will NOT be provided for:
- Products damaged due to misuse or negligence; and
- Products that have been customised or personalised.
Refunds for online purchases will exclude any delivery charges unless the product is faulty or not as described.
All refunds are subject to a 5% handling fee, with a minimum R150 charge.
Once your return is received and inspected, we will send you an email to notify you that we have either approved or rejected your refund.
If you are approved, then your refund will be processed and paid into your bank account within 7 business days. Shipping Costs are NOT included in the refund.
Exchanges:
We offer exchanges for products of the same value within 30 days of purchase. However, to be eligible for an exchange, the product must be unused, in its original packaging, and accompanied by proof of purchase.
Exchanges can be made for a different size, colour, or model of the same product, subject to availability. If the required exchange item is not available, a refund or store credit will be provided.
All returned goods will be inspected to ensure that they are undamaged and unused. An exchange product will only be sent once we receive your original purchase.
Karoo Rustic reserves the right to refuse a return if the product shows signs of use, has been damaged or is not in the original packaging.
What we will need from you:
- Your order number and email address to confirm your order;
- Your address; and
- The correct size/style/colour that you require.
Once the request has been processed, the exchange will take place within 5-7 working days. Our Customer Service team will be in touch to arrange it with you.
Guarantee:
All of our products are fully guaranteed against defects. If stitching is faulty within six months of purchase, we will repair the product for you.
Any defect must be reported within 3 days of receipt of your purchase. Please note that natural marks and scratches form an integral part of leather hides and reflect the life of an animal. These are NOT defects of the product.
Karoo Rustic unfortunately cannot facilitate returns that fall outside of the six-month warranty period.
Defective Products:
If you receive a product that is defective or damaged, please contact us immediately via email at [email protected] and attaching a photo of the defect. A product defect specifically excludes damage arising from the following:
- Damage arising from normal wear and tear;
- Damage arising from any alterations to the product;
- Damage arising from negligence, incorrect use, or abuse of the product; and
- Damage arising from inadequate care that could reasonably be expected.
Please note that natural marks and scratches form an integral part of leather hides and reflect the life of an animal. These are NOT considered defects.
We will arrange for the return of the defective product and provide a replacement, refund, or repair as required by law.
Returning your product to us:
To return your product, either ship it to us using a courier company of your choice. You should use a trackable shipping service. Please include the tracking number in the email you send us. We will confirm receipt of your return via email.
Alternatively, send us an email asking us to arrange the return. Our customer services will guide you through the process and provide instructions for returning the product.
If you choose this option, you are also liable for the courier cost. Once we request the collection, you will receive an email with a PDF containing the necessary waybill. This must be printed and accompany the package when the courier collects it.
To return the product yourself, you should courier your product to:
Karoo Rustic
1 Melville Street
Oudtshoorn
6625
You may also elect to return it to Postnet Oudtshoorn by notifying us in advance.
Send an email to [email protected] when you return your parcel with the reason for the return.
Cooling-Off Period:
Certain transactions may be cancelled within a cooling-off period of 7 days from the date of receipt, as specified by the Electronic Communications and Transactions Act. To cancel a transaction within the cooling-off period please notify us in writing via an email to [email protected] and return the product in its original condition.
Changes to this Policy:
Karoo Rustic reserve the right to amend or update this refund and exchange policy at any time. Any changes to the policy will be communicated on Karoo Rustic’s website and will apply to future purchases.
By purchasing from Karoo Rustic, you agree to abide by the terms of this refund and exchange policy. If you have any questions or concerns, please do not hesitate to contact us.
A link to the SA Government Consumer Protection Act 68 of 2008 may be found here: https://www.gov.za/documents/consumer-protection-act
