Refund policy

Return & Refund Policy

Effective Date: 27/07/2026

At Kaevor, we are committed to providing premium-quality winter essentials. If you are not completely satisfied with your purchase, this Return & Refund Policy explains your rights and our procedures in accordance with the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), and other applicable South African laws.

By placing an order through our website, you acknowledge that you have read and accepted this policy.

1. Cooling-Off Period (Online Purchases)

In accordance with Section 44 of the Electronic Communications and Transactions Act (ECTA), customers who purchase products online may cancel their order within 7 days after receiving the goods.

To qualify:

  • The product must be unused.

  • The product must be in its original packaging.

  • All labels, tags and accessories must be included.

  • The product must be returned in resalable condition.

Customers exercising this right are responsible for the return shipping costs unless otherwise required by law.

Once the returned item has been inspected and approved, Kaevor will refund the purchase price less any direct costs permitted under applicable legislation.

2. Defective, Faulty or Incorrect Products

In accordance with Section 56 of the Consumer Protection Act, customers are entitled to return goods that are:

  • defective;

  • unsafe;

  • materially different from what was ordered; or

  • not of acceptable quality.

Returns for defective products must be reported within 48 hours of delivery.

After inspection, Kaevor may, in accordance with the CPA:

  • repair the product;

  • replace the product; or

  • issue a full refund.

If the item is confirmed to be defective, Kaevor will cover the reasonable return shipping costs.

Normal wear and tear, misuse, accidental damage, improper washing, failure to follow care instructions or damage caused after delivery are not considered manufacturing defects.

3. Non-Returnable Products

For hygiene and quality assurance reasons, the following items cannot be returned unless defective:

  • Worn clothing.

  • Products that have been washed.

  • Items with removed tags or labels.

  • Products carrying perfume, deodorant, smoke, pet hair or other odours.

  • Products altered or damaged after delivery.

  • Clearance, final sale or promotional items marked "Final Sale."

  • Gift cards or digital products.

Kaevor reserves the right to refuse returns that do not meet these requirements.

4. Clothing Returns

To be eligible for a return:

  • Items must be unworn.

  • Items must be unwashed.

  • Original packaging must be included.

  • Original tags must remain attached.

  • The item must show no signs of use.

Returned garments will undergo an inspection before approval.

If an item is returned in a condition that prevents resale, the return may be declined and the item returned to the customer at the customer's expense.

5. Incorrect Size Ordered

Customers are responsible for selecting the correct size before placing an order.

If a customer orders the incorrect size:

  • The item may be exchanged or returned only if unused and in original condition.

  • The customer is responsible for all return and replacement shipping costs.

If the requested replacement size is unavailable, a store credit or refund may be offered at Kaevor's discretion where permitted by law.

6. Order Cancellations

Orders may only be cancelled before dispatch.

Once an order has been shipped, it is considered delivered under an online sales agreement and must follow the return procedure outlined in this policy.

Kaevor reserves the right to deduct payment processing fees already charged by third-party payment providers where legally permissible.

7. Delivery Issues

Customers must inspect their parcel upon delivery.

If the parcel appears damaged:

  • take photographs before opening;

  • notify us within 48 hours;

  • retain all packaging.

Failure to report transit damage within a reasonable period may affect the investigation process with our courier partners.

8. Return Procedure

To request a return:

Email: [sales.kaevor.co.za]

Include:

  • Full Name

  • Order Number

  • Reason for Return

  • Photographs (if applicable)

Returns submitted without prior approval may not be accepted.

Once approved, return instructions will be provided.

Products must be shipped within 7 days after return approval.

9. Refunds

Once the returned item has been received and inspected:

  • Approved refunds will be processed within 7–10 business days.

  • Refunds will be made using the original payment method wherever possible.

  • Shipping charges are non-refundable unless the return results from Kaevor's error or a defective product.

Depending on your payment provider, the refund may take additional time to appear in your account.

10. Exchanges

Exchanges are subject to stock availability.

If the requested replacement item is unavailable, Kaevor may provide:

  • store credit;

  • an alternative product of equal value; or

  • a refund where legally required.

11. Abuse of the Returns Policy

Kaevor reserves the right to refuse returns where there is reasonable evidence of:

  • excessive return activity;

  • fraudulent claims;

  • intentional product damage;

  • misuse of products;

  • attempts to circumvent this policy.

Nothing in this clause limits any rights provided under South African consumer legislation.

12. Inspection of Returned Goods

Every returned product is inspected before approval.

Inspection includes:

  • signs of wear;

  • stains;

  • odours;

  • damage;

  • missing accessories;

  • missing packaging;

  • removed labels.

Returns failing inspection may be declined.

13. Limitation of Liability

To the fullest extent permitted under South African law, Kaevor shall not be liable for:

  • indirect losses;

  • consequential damages;

  • loss of income;

  • loss of profits;

  • delays caused by third-party couriers;

  • incorrect delivery information supplied by the customer;

  • delays resulting from events beyond our reasonable control.

Nothing in this policy excludes liability where such exclusion is prohibited by law.

14. Consumer Rights

Nothing contained in this policy limits or excludes any rights afforded to consumers under:

  • Consumer Protection Act 68 of 2008

  • Electronic Communications and Transactions Act 25 of 2002

  • Any other applicable South African legislation

Where any provision of this policy conflicts with applicable law, the law shall prevail.

15. Contact Us

For returns or refund enquiries:

Kaevor Customer Support

Email: [sales.kaevor.co.za]

Website: www.kaevor.co.za

Business Hours:

Monday – Friday

08:00 – 17:00 (SAST)

We aim to respond to all return requests within 2 business days.