Refund policy

Kitchiq™ Returns, Refunds & Exchanges Policy

This policy is intended to comply with applicable South African consumer legislation, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECT Act").

1. Our Commitment

At Kitchiq™, we want you to be completely satisfied with your purchase. If you are not satisfied for any reason, you may be entitled to a return, exchange, repair, replacement, store credit, or refund subject to this policy and applicable South African law.

Nothing in this policy limits, excludes, or replaces any rights you may have under South African consumer protection legislation.

2. Online Purchase Cooling-Off Period

In accordance with Section 44 of the ECT Act, consumers who purchase products online may cancel an order without reason or penalty within 7 days after receiving the goods.

To qualify:

  • The return request must be submitted within 7 days of delivery.
  • Goods must be returned in substantially the same condition as received.
  • Goods must include all accessories, manuals, packaging, and promotional items where applicable.
  • The customer is responsible for the direct cost of returning the goods unless the goods were defective, damaged, incorrect, or not as described.

Once the returned goods have been received and inspected, Kitchiq™ will process the refund within a reasonable period as required by law.

3. Defective, Damaged or Unsafe Products

Under the CPA, all products sold by Kitchiq™ carry an implied warranty of quality.

You may return a product within 30 days of delivery if it:

  • Is defective;
  • Is unsafe;
  • Is not of good quality;
  • Does not operate as reasonably expected;
  • Is not reasonably durable; or
  • Does not match its description or advertised specifications.

Where a valid defect exists, you may choose:

  • A repair;
  • A replacement; or
  • A full refund.

Kitchiq™ reserves the right to inspect the product to verify the reported defect before processing the remedy requested.

4. Products Damaged During Delivery

If your order arrives:

  • Damaged;
  • Incomplete;
  • Incorrect; or
  • Missing items,

you must notify Kitchiq™ as soon as reasonably possible and preferably within 48 hours of delivery.

Photographs of the packaging, shipping label, and damaged product may be required to assist with claims against couriers and suppliers.

Where the claim is verified, Kitchiq™ will provide an appropriate replacement, repair, refund, or other remedy required by law.

5. Change of Mind Returns

Although South African law generally does not require retailers to accept returns solely because a customer changes their mind, Kitchiq™ may, at its discretion, accept eligible change-of-mind returns.

Where approved:

  • Return requests must be submitted within 14 days of delivery.
  • Items must be unused and in resalable condition.
  • Original packaging should be retained where reasonably possible.
  • Shipping costs are non-refundable.
  • Return courier costs are the customer's responsibility.
  • A reasonable handling or restocking fee may apply where permitted by law.

Kitchiq™ reserves the right to refuse change-of-mind returns that do not meet these requirements.

6. Non-Returnable Items

The following items may not be returned unless defective or required by law:

  • Products showing signs of misuse, abuse, negligence, or accidental damage.
  • Products altered, modified, disassembled, or repaired by unauthorised persons.
  • Clearance, final sale, liquidation, or discontinued items marked as non-returnable.
  • Gift cards, vouchers, or store credits.
  • Customised, personalised, or specially ordered products.
  • Products returned without sufficient proof of purchase.
  • Products damaged due to failure to follow care, maintenance, charging, or operating instructions.
  • Hygiene-sensitive products where return is prohibited by law after use.

Kitchiq™ may request evidence to determine eligibility.

7. Rechargeable and Electronic Products

For rechargeable kitchen products, including electric grinders and similar appliances:

  • Products must be used according to supplied instructions.
  • Damage caused by water ingress, misuse, improper charging, unauthorised modifications, power surges, or accidental damage may not qualify for warranty claims.
  • Batteries are consumable components and normal battery degradation over time may not constitute a defect.

Where a manufacturing fault exists, CPA rights remain fully applicable.

8. Promotional Items and Bundles

Where products are purchased as part of a promotional bundle:

  • All bundled items may need to be returned together to qualify for a full refund.
  • If only part of a bundle is returned, Kitchiq™ may adjust the refund amount to reflect the actual value received by the customer, where legally permissible.

9. Inspection of Returned Goods

All returned products are subject to inspection upon receipt.

Kitchiq™ may refuse a refund or reduce the refund amount where permitted by law if:

  • Products are not returned in their original condition;
  • Products have been excessively used;
  • Components, accessories, manuals, or packaging are missing;
  • Damage occurred after delivery and was not caused by a defect.

Any deductions will be reasonable and consistent with applicable legislation.

10. Refund Method

Approved refunds will generally be processed to the original payment method used for purchase.

Where this is not reasonably possible, Kitchiq™ may provide:

  • Electronic funds transfer (EFT);
  • Store credit;
  • Replacement products; or
  • Another lawful refund method agreed with the customer.

Refund processing times may vary depending on payment providers and financial institutions.

11. Exchanges

Where stock is available, Kitchiq™ may offer exchanges for:

  • Different colours;
  • Different models;
  • Replacement products; or
  • Alternative products of equivalent value.

Any price difference must be paid by the customer or refunded by Kitchiq™, as applicable.

12. Proof of Purchase

All returns, exchanges, repairs, replacements, and refunds require reasonable proof of purchase, including:

  • Order number;
  • Tax invoice;
  • Payment confirmation; or
  • Other acceptable proof of transaction.

13. Return Procedure

To request a return:

Email: support@kitchiq.com
Subject Line: Return Request – Order #[Order Number]

Please include:

  • Full name;
  • Order number;
  • Contact details;
  • Reason for return;
  • Supporting photographs where applicable.

Kitchiq™ will provide return instructions once the request has been reviewed.

Products must not be returned without authorisation unless required by applicable law.

14. Consumer Rights

Nothing in this policy limits any rights provided to consumers under:

  • Consumer Protection Act 68 of 2008
  • Electronic Communications and Transactions Act 25 of 2002
  • Any other applicable South African consumer protection legislation.