Refund policy

KGOPELO

REFUND POLICY

OVERVIEW

We have a 7-day return and refund policy, which means you have 7 days after receiving your item to request a return or refund. Returns and refunds are only considered for orders that are defective or damaged, or where incorrect items were delivered. Items returned for reasons not associated with defective products, damaged products, or incorrect items delivered will not be eligible for a refund or return.

DAMAGES AND ISSUES

Please inspect your order upon reception and contact us immediately, and no later than 7 days of receipt, if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

To initiate a return or refund claim, please contact us at hello@kgopelo.africa. Include your order number, a clear description of the issue, and photographs where applicable.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, including:

• Custom or personalised products (special orders)

• Products returned for reasons unrelated to damage, poor quality, or incorrect items sent

• Items that have been opened, used, or are not in their original packaging

Please get in touch with us if you have questions or concerns about your specific item before initiating a return.

ELIGIBILITY FOR RETURN

To be eligible for a return, your item must be in the same condition in which you received it — unused, unopened, and in its original packaging. Items that do not meet this condition will not be accepted.

To start a return, contact us at hello@kgopelo.africa. If your return is accepted, we will send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting and receiving approval for a return will not be accepted.

EXCHANGES

Exchanges are not accepted. Once products are delivered and found to be in good condition, no exchanges can be made. This policy is in place to ensure the safety and wellbeing of all our customers, who could otherwise receive products that were returned in a used or tampered state.

REFUNDS

We will notify you once we have received and inspected your return, and advise you whether the refund has been approved or declined. If approved, your refund will be processed to your original payment method. Please allow time for your bank or credit card company to process and post the refund — this timeframe is outside of our control and may vary.

KGOPELO does not refund original shipping charges unless the return is due to our error (e.g. incorrect or defective item sent).