Refund policy

All return, refund, exchange, and EU withdrawal requests must be submitted through our Return & Refund Request Form or by email at info@kaross.co.za.

General Returns (Standard Policy – 30 Days)

We have a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To be eligible for a return, your item must be unused and in the same condition you received it. You’ll also need the receipt or proof of purchase.

You must receive written authorisation from Kaross before any products may be returned.

If your return is accepted, we will send instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Unless an item is defective, damaged, incorrect, or otherwise required by applicable law, the customer is responsible for all return shipping costs, including any duties, taxes, customs fees, or courier charges.

Once the returned item has been received and inspected, we will notify you whether your refund has been approved. Approved refunds will be processed to the original payment method within 10 business days, although banking institutions may require additional processing time.

Returns are typically processed within 5–7 business days after being received at our facility.

Kaross reserves the right to refuse returns that do not comply with this policy, including items returned without prior written authorisation.

If you have any return questions, you can contact us at info@kaross.co.za.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect so that we can assess the issue and resolve it.

Exceptions / Non-Returnable Items

Certain items cannot be returned, such as custom orders or personalised items. Please contact us if you have any questions about your specific item.

We cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to get what you want is to return your item (once approved) and place a separate order for the new item.

Gifts

If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the value of your return once the item has been received.

European Union Legal Rights (14-Day Cooling-Off Period)

If your order is delivered to a country within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your goods, without giving any reason.

The withdrawal period expires 14 days after you (or a third party indicated by you, other than the carrier) receive the goods.

To exercise your right of withdrawal, you must clearly inform us by email or through a withdrawal request. You may use a form, but it is not required.

To meet the withdrawal deadline, it is sufficient that you send your request before the 14-day period has expired.

Effects of Withdrawal

If you withdraw from your purchase, we will reimburse all payments received from you, including standard delivery costs, within 14 days of being informed of your decision.

We may withhold reimbursement until we receive the goods back or proof of return shipment.

Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed.

You must return the goods within 14 days of notifying us. Unless otherwise agreed, you will bear the direct cost of returning the goods.

Exclusions

The right of withdrawal does not apply to custom-made, personalised, or specially modified goods.

Contact

To exercise your right of withdrawal, please submit a request via our Return & Refund Request Form or by email at info@kaross.co.za.

Exceptions, Liability & Operational Terms

Stock Availability & Order Cancellation

Kaross does not guarantee that products displayed on our website will be in stock at the time of purchase. If an item becomes unavailable after purchase, we will contact you to arrange a replacement, alternative solution, or refund.

Kaross reserves the right to decline or cancel an order prior to delivery. Please refer to our Terms of Service for more information.

Handmade Product Disclaimer

Due to the handmade nature of our products, minor variations in embroidery, stitch placement, design, colour, texture, fabric grain, or finish are natural and form part of the character of each item. These variations do not constitute defects or incorrect items.

An item will only be considered incorrect if it does not match the specific attributes stated in the product description at the time of purchase.

Liability Limitation

Kaross’ liability is limited to replacing incorrect items or refunding the amount paid for the order, subject to receipt of the returned product where applicable.

To the maximum extent permitted by applicable law, Kaross is not liable for any indirect, incidental, special, or consequential losses arising from the purchase or use of our products.