You may exchange our generic products in their new, unopened condition within 7 days of delivery for a different item, voucher or credit, no refunds will be done unless the product is 100%faulty. Please see below for further information on how to return an item.

 

1. Our goods

We supply physical goods.

 

2. Un-returnable goods

We supply certain goods that you cannot return to us as they are:

• Vapes (unless they do not charge and is still full)

• Any goods that are opened.  

 

3. Cooling-off period for electronic transactions

Section 44 of the Electronic Communications and Transactions Act may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within 12 hours from placing the order, without reason or penalty. 'Cancel' means each party will be placed in the same position that they were in before the transaction took place. This means that you have to return a new, unused, good, and we will refund the purchase price. Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods or service. The transaction must be an electronic transaction — a transaction concluded via (in whole or in part) the website, email, or SMS.

Certain goods by reason of their nature cannot be returned during the cooling-off period, such as eInvites, or electronic vouchers. If you have any problems with these types of digital goods, please contact us within seven days of the date on which you purchased the goods. We will do our best to resolve the problem.

This cooling off period does not apply to goods made or altered to your specifications, or goods specially ordered from a foreign country.

The cooling off period is 12 hours due to the tight turn-around time of our orders being received and then created for print.

 

4. Returns within 7 days

We want you to be happy with your purchase, and we understand if you suddenly have a change of heart with a Physical, generic, un-personalised item. You may return most of our products in their new, unopened condition within 7 days of delivery for a full refund. 

You will be required to pay for the shipping for your return.

 

5. Incorrect item delivered

We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on our site. Please notify us within 7 days (the sooner the better) by emailing us on: orders@kaniwari.co.za

However, should we accidentally deliver the wrong product to you or if the product is not as described on the website, or is missing any parts:

• Please do not remove the product from its original packaging or any of the stickers or labels. Notify us as immediately and if possible send us a photograph of the incorrect product to orders@kaniwari.co.za we will collect the product from you at no charge and send the correct product.

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We will at your choosing:

• deliver the correct item to you as soon as possible (if available); or

• send you a voucher for the purchase price of the product; or

• issue a refund (using the same method of payment you originally used for the purchase).

  • Please note that a refund is not available if the item was received as a gift.

 

6. Goods arrived damaged

If your goods arrive damaged, missing any parts or accessories, or inoperable, then we will do our best to resolve the issue. Please notify us within 7 days (the sooner the better) by emailing us on orders@kaniwari.co.za

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We will require the following information to assess where in the delivery process the damage may have occurred:

• photograph of the outer box (including whether it has a Fragile sticker or not);

• photograph of the inside of the box, including the inner packaging; and

• photograph of the damaged item

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If necessary we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:

• replace the product (if available); or

• issue a refund voucher for the purchase price of the product or

• issue a refund (using the same method of payment you originally used for the purchase).

  • Please note that a refund is not available if the item was received as a gift

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7. How to return an item

• Our Customer Service team will be in touch to confirm the details for courier to collect the parcel from you. We may charge a fee for this service.

 

8. How to package an item you want to return

The returning product must be packed, in its original packaging, in another box with as much padding and protective packaging as possible so that it can travel safely back to us. If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.

 

12. How we process your refund

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12.1. Returns within 7 days

You will be offered a Kaniwari voucher or a product exchange. If you specifically require another form of refund (i.e. credit card or EFT), a 7% fee of the refund amount may be charged. Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines).

 

12.2. Damaged goods

Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines). Replacements may take longer as these are dependent on availability.

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12.3. Goods purchased with vouchers or gift cards

We have three types of vouchers:

1. a purchased fixed amount gift, e.g.: R200 paid by gift giver (gift voucher or gift card)

2. a promotional fixed amount discount, e.g. R100 off (fixed voucher), and

3. a promotional percentage discount, e.g. 10% off (percentage voucher)

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We cannot refund in cash, purchases made with a gift voucher. We will either reinstate the used gift voucher or issue you with a new one.

If you use a fixed voucher to pay for an order, and you later cancel the order (or part thereof) prior to delivery of the goods, the value of the fixed voucher will be deducted off the purchase price of the cancelled or returned goods. We will credit you for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement fixed voucher of the same value as the original fixed voucher used. We may in our sole discretion impose restrictions on the use of the replacement fixed voucher.

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If you use a percentage voucher to pay for an order, and you later cancel your order (or part thereof) prior to delivery of the goods within the cooling off period, or you return one or more goods in accordance with this policy, the value of the discount received using the percentage voucher will be deducted off the purchase price of the cancelled or returned goods (as applicable), and we will refund you for the balance, if any. We will also provide you with a replacement percentage voucher of the same discount as the original percentage voucher. We may in our sole discretion impose restrictions on the use of the replacement percentage voucher, including a limited validation period.

 

14. Our goods warranty

We warrant that all our goods are new and of good quality.

 

15. Statutory warranty against defects

We warrant all our new goods against any defects for six months of normal household or business use, from the time we supplied the goods. This is the statutory warranty in terms of the Consumer Protection Act of 2008 (the CPA).

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15.1. Defective goods

Defective goods are those that had a defect or were unsafe when we supplied them. We highly recommend testing out your purchase as soon as you have received it to make sure that everything is in working order. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You must prove that goods are defective.

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15.2. Statutory compensation

We will repair, replace, or refund the price of any defective goods that you return to us during the six-month statutory warranty. Returns must follow our returns procedure below. We will do our best to repair the defective good, or replace it within 21 calendar days. However, if it takes longer, we will contact you to let you know what is happening.

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15.3. Choice of compensation

Any customer that is also a consumer under the CPA may decide whether we should either repair or replace the defective goods, or make a refund. We will decide how to compensate any of our other customers.

 

16. Inspection of defective goods

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16.1. Suitably qualified examiner

A customer that believes goods are defective should contact us and we will use a suitably qualified examiner to examine the goods and produce a report for us to consider. A suitably qualified examiner is a reputable and independent person trained and qualified to repair goods. We will not charge you for this service.

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16.2. Our examination duties

Our third-party suppliers are trained to recognise any defects in their goods. They can usually tell if the goods have been misused, for example if they have been neglected, damaged, altered or not used according to instructions. Our third party suppliers will give reasons if they refuse to accept that we supplied defective goods, but will only do this if they honestly believe the goods have been misused.

 

17. Statutory right to return unsuitable goods

We have extended this right to all our customers, including those who are not consumers under the CPA. We also have extended the time frame from the statutory ten days to 30 days.

You may return goods within 30 days of ordering if you could not examine them before delivery and then discover that the goods are not what you ordered or expected, or are not suitable for a specific purpose that they communicated to us in writing.

Returns of unsuitable goods

A consumer must return unsuitable goods within thirty days of delivery according to our returns and refunds procedure below.

 

18. Invalidation of warranties and right to return unsuitable goods

Warranties on any of our goods will be invalid if any person who is not suitably qualified has opened, tampered with or altered the goods contrary to the instructions or removed the instructions label. This also applies to goods found to be unsuitable. It is considered fraud to damage goods deliberately to claim a refund.

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19. Our returns and refunds procedure

You must use our returns and refunds procedure for returning defective or unsuitable goods, or else we may refuse to accept them. Our returns and refunds procedure is as follows:

• If original delivery packaging is not available, please make sure the goods are in protective packaging as we are not responsible for any damage in transit. If the returning product item has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.

• If you claim that our goods are defective, our staff will examine the goods for defects. In the case of physical goods, our staff will examine the actual goods. They will report to us whether the goods were defective, were misused, or are of good quality. We do not regard the following as defective:

  • faults resulting from normal wear and tear;

  • damage arising from negligence, user abuse or incorrect usage of the product;

  • damage arising from sea air corrosion or moisture;

  • damage arising from a failure to adequately care for the product eg. Ironing and washing;

  • damage arising from unauthorized alterations to the product; or

  • where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.

• If you claim that our goods are unsuitable for your purposes, we will first investigate whether you communicated the purpose to us. If you did, we will then provide you with a written report indicating whether we believe the goods were unsuitable for your specific purpose or not.

• If you returned the goods within the seven day cooling-off period and our staff report that the goods were defective, were provided to you for your specific purpose and were unsuitable for that purpose, then we will either contact you and ask you whether you would like us to repair, replace, or refund the price of the goods (if you are also a consumer under the CPA) or advise you how we have decided to compensate you (if you are not a consumer under the CPA).

• If you choose for us to repair or replace the goods or we decide to do so ourselves, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the goods.

• If you choose for us to make a refund or we decide to do so ourselves, we will contact you and arrange payment of the refunded amount into a bank account of your choice within 30 days of cancellation.

• If the item was given to you as a gift, you will need to provide the original purchaser's details. We will give you a refund of a Kaniwari voucher to the value of the item.

• All free gifts, bonus items or vouchers attached to the purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the value of any such unreturned gift, bonus or bundled item, or used portion of any gift card will be deducted from any refund.

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20. Our customer services department contact details

Please visit our Contact page

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21. Customer queries and complaints

We aim for complete customer satisfaction. We respect our customers' rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please email us on orders@kaniwari.co.za. We will try our best to solve your problem. We are proud of the reputation of our goods.

Any complaints regarding the standard and quality of the product or products bought by consumers through our website should be directed to the Customer Service Manager, orders@kaniwari.co.za.

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22. Dispute resolution

If we do not accept that we supplied defective or unsuitable goods, and our customer services department has not been able to help, any customer may still take the matter up with a suitable ombud or other dispute resolution body, or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.