Refund Policy

1. Overview

At Kabouterkuns, we take pride in every handmade product we create. If you are not completely satisfied with your purchase, we are here to help. This policy outlines the conditions under which returns and refunds are accepted, in accordance with the South African Consumer Protection Act 68 of 2008.

2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

• The return request must be submitted within 7 days of receiving your order.
• The item must be unused, unassembled, and in its original packaging.
• Proof of purchase (order number or receipt) must be provided.
• The item must not fall under the non-returnable categories listed below.

3. Non-Returnable Items

The following items cannot be returned or refunded:

• Personalised or custom-made items — products made to order with a specific name, colour, or design.
• Items that have been opened, used, assembled, or painted.
• Items damaged due to misuse, negligence, or improper handling by the customer.
• Sale or discounted items (unless faulty).
• Digital products or downloadable content.

4. Return Process

1. Email us at [email protected] with your order number, the item(s) you wish to return, and the reason for the return.
2. We will review your request and respond within 2–3 business days.
3. If approved, we will provide return instructions including the return address.
4. Pack the item securely in its original packaging and ship it back to us.
5. Once we receive and inspect the item, we will notify you of the outcome.

5. Refunds

• If your return is approved, a refund will be processed to your original payment method within 5–10 business days.
• For EFT/ATM payments, refunds will be made via EFT to your provided bank account details.
• Original shipping costs are non-refundable unless the return is due to our error (wrong or faulty item).
• We reserve the right to deduct a handling fee for returns that do not meet our eligibility criteria.

6. Exchanges

We do not exchange defective or damaged on arrival items due to courier handling. Items damaged in transit are subject to our shipping policy — please refer to Section 8 (Lost or Damaged in Transit) of our Shipping Policy for the applicable process.

7. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at [email protected] with your order number and clear photos of the item and packaging.

8. Return Shipping Costs

• Return shipping costs are the responsibility of the customer, unless the return is due to a fault or error on our part.
• We recommend using a trackable shipping service — we cannot be held responsible for items lost in transit during a return.
• Shipping costs are non-refundable.

9. Contact Us

For all return and refund enquiries: