Refund Policy

1. Overview

We aim for your complete satisfaction with every purchase. Please review our refund and return policy to understand your options and ensure a smooth experience.

2. Conditions for Refund

2.1 Eligibility

To qualify for a refund, your item must be unused, in its original packaging, and in the same condition that you received it. To complete your return, we require a receipt or proof of purchase.

2.2 Timeframe

Refund requests must be initiated within seven (7) days of receiving your item. Items received outside of this period may not be eligible for a refund.

2.3 Non-refundable Items

Certain types of items are exempt from being returned:

  • Perishable goods such as food, flowers, newspapers, or magazines
  • Intimate or sanitary goods
  • Hazardous materials, or flammable liquids or gases
  • Gift cards
  • Downloadable software products
  • Some health and personal care items

3. Initiating a Refund

3.1 Online Process

To initiate a refund on our website:

  1. Log in to your account.
  2. Navigate to your order history.
  3. Select the specific order.
  4. Follow the prompts to initiate the return process.

3.2 Customer Service

Alternatively, you can contact our customer service at support@kemyshopping.com to initiate a return. Please include your order number and reason for the return in your email.

4. Inspection and Approval

4.1 Return Inspection

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. The inspection process includes checking if the item is unused, in its original packaging, and in the same condition that you received it.

4.2 Refund Approval

If your return is approved, the refund will be processed, and a credit will automatically be applied to your original method of payment. Please note that it may take some time before your refund is officially posted.

5. Processing Time

5.1 Refund Timeframe

Refunds may take up to ten (10) business days to reflect in your account, depending on your payment method and financial institution.

6. Shipping Costs

6.1 Non-refundable Shipping

Please note that shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

6.2 Return Shipping Fees

Return shipping fees are the responsibility of the customer. The return shipping fee for the PUDO Locker shipping method is R60. The return address is any PUDO Locker around Pretoria Central.

7. Special Conditions

7.1 Promotional Periods

Refunds for purchases made during promotional periods or with discount codes will be processed based on the actual amount paid after the discount is applied.

7.2 Manufacturer’s Warranty

In the case of a manufacturer’s warranty covering the item, the warranty terms and conditions will apply. Customers may need to contact the manufacturer directly for warranty claims beyond our return and refund policy.

8. Unauthorized Returns

8.1 Prior Authorization

Items returned without prior authorization or outside of the specified return period may be subject to refusal or delay in processing. We reserve the right to refuse refunds or returns if it is determined that the item has been used, damaged due to misuse, or is not in its original condition.

9. Partial Refunds

9.1 Condition Issues

Partial refunds may be issued for items that are not in their original condition, damaged, or missing parts for reasons not due to our error.

10. Delayed Refunds

10.1 Contact Customer Service

If your refund is delayed beyond the specified timeframe, please contact our customer service for assistance and updates on the status of your refund.

11. Gift Cards

11.1 Gift Card Purchases

If the item was purchased using a gift card, the refund will be issued back to the original gift card.

12. Free Gifts and Promotional Items

12.1 Deduction of Free Gifts

If you received a free gift or promotional item with your purchase and you return the qualifying item for a refund, the value of the free gift or promotional item may be deducted from your refund amount.

13. Third-Party Payment Providers

13.1 Third-Party Policies

Refunds for purchases made through third-party payment providers (e.g., PayPal, Apple Pay) will be subject to the refund policies of those providers.

14. Proof of Return Shipment

14.1 Retaining Proof

Customers are encouraged to retain proof of return shipment, such as tracking information or a receipt, as we are not responsible for items lost or damaged in transit during the return process.

15. Restocking Fees

15.1 Late Returns

Returns received after the specified timeframe may be subject to a restocking fee or may not be accepted.

16. Special Circumstances

16.1 Personalized Assistance

17. Exceptions and Special Cases

17.1 Non-returnable Items

Certain items cannot be returned or refunded under any circumstances, including but not limited to:

  • Clearance items
  • Personalized or custom-made products
  • Items marked as non-returnable at the time of purchase

17.2 Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service within seven (7) days of receipt. We may request photographic evidence of the damage or defect. Upon verification, we will provide instructions for returning the item and issue a replacement or refund as appropriate.

17.3 Incorrect Items

If you receive an incorrect item, please contact our customer service within seven (7) days of receipt. We will arrange for the return of the incorrect item and the shipment of the correct item. If the correct item is no longer available, a full refund will be issued.

18. International Returns

18.1 Eligibility

International returns are subject to the same eligibility criteria as domestic returns. However, additional shipping charges and customs duties may apply.

18.2 Customs and Duties

Customers are responsible for any customs duties or taxes incurred during the return process. We recommend using a trackable shipping service and purchasing shipping insurance for high-value items.

18.3 Extended Timeframe

Due to longer transit times, international returns must be initiated within fourteen (14) days of receiving the item.

19. Bulk Purchases

19.1 Special Conditions

Bulk purchases or wholesale orders may be subject to different return and refund policies. Please refer to the specific terms and conditions provided at the time of purchase.

19.2 Restocking Fees

Bulk orders may be subject to restocking fees. These fees will be communicated to you at the time of return authorization.

20. Policy Updates

20.1 Changes to Policy

We reserve the right to update or modify this refund policy at any time without prior notice. Changes will be effective immediately upon posting to our website.

20.2 Notification of Changes

Customers are encouraged to review this policy periodically for any updates. Continued use of our services following the posting of changes constitutes acceptance of those changes.

21. Contact Information

21.1 Customer Service

If you have any questions or concerns regarding this refund policy, please contact our customer service team:

21.2 Business Hours

Our customer service team is available Monday to Friday, from 9:00 AM to 5:00 PM SAST.

22. Legal Compliance

22.1 Consumer Rights

This refund policy is designed to comply with South African consumer protection laws. Your statutory rights are not affected by this policy.

22.2 Governing Law

This policy and any disputes related to it shall be governed by and construed in accordance with the laws of South Africa.

23. Feedback and Complaints

23.1 Providing Feedback

We value your feedback. If you have suggestions for improving our refund policy or service, please contact us at feedback@kemyshopping.com.

23.2 Filing Complaints

If you are not satisfied with the handling of your return or refund request, you may file a complaint with our customer service team. We will investigate and address your concerns promptly.

Thank you for shopping with KemyShopping. We appreciate your business and are committed to providing a positive shopping experience.