1. Purpose and application

1.1. Kitted SA is committed to supplying quality products and administering returns fairly, efficiently and in accordance with South African law. This Policy sets out the circumstances in which Kitted SA may, or must, accept returns, exchanges, repairs or refunds for goods purchased in-store or online.

1.2. This Policy is intended to operate in compliance with the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), and any other applicable South African law. Where this Policy is inconsistent with applicable law, the law prevails.

1.3. This Policy is a combination of:

1.3.1. statutory rights that Kitted SA must honour; and

1.3.2. discretionary goodwill remedies that Kitted SA may offer at its election.

2. Interpretation and hierarchy

2.1. This Policy must be interpreted in a manner that is commercially reasonable and consistent with applicable consumer legislation.

2.2. Nothing in this Policy:

2.2.1. excludes any non-waivable consumer right;

2.2.2. requires a consumer to waive a statutory remedy;

2.2.3. permits Kitted SA to contract out of the CPA, ECTA or other applicable law; or

2.2.4. limits liability where liability cannot lawfully be excluded.

2.3. Any discretionary benefit granted by Kitted SA in excess of statutory obligations may be withdrawn, amended or refused in accordance with this Policy, subject always to applicable law.

3. Proof of purchase and identity verification

3.1. Kitted SA may require reasonable proof of purchase in order to verify and administer a return, exchange, repair, credit or refund. Proof of purchase need not necessarily take the form of an original till slip where the transaction can reasonably be verified by another reliable means.

3.2. Acceptable proof of purchase includes:

3.2.1. the original till slip;

3.2.2. a tax invoice;

3.2.3. an online order confirmation;

3.2.4. a gift receipt issued by Kitted SA; or

3.2.5. any other documentary proof reasonably sufficient for Kitted SA to verify the transaction.

3.3. Kitted SA may refuse a discretionary return where the customer cannot provide reasonable proof of purchase or the transaction cannot reasonably be verified from Kitted SA’s records. In relation to a statutory claim, Kitted SA may require reasonable verification of the transaction but will not unreasonably reject a claim solely because the customer no longer possesses the original till slip where the purchase can otherwise reasonably be established.

3.4. Kitted SA may record and verify customer details for fraud prevention, audit and compliance purposes. Personal information collected during a return or complaint will be processed in accordance with Kitted SA’s Privacy Policy and applicable data-protection legislation.

4. Statutory defect, incorrect supply and quality claims

4.1. Where goods are defective, unsafe, materially different from what was ordered, not reasonably fit for their intended purpose, or otherwise non-conforming under applicable law, the consumer may have a statutory remedy under the CPA and/or other applicable law.

4.2. Kitted SA will assess all such claims on a case-by-case basis and may require return of the goods, all parts/accessories, photographs, proof of purchase, or inspection.

4.3. If goods fail to satisfy requirements under sections 55 and 56 of the CPA within six months after delivery, the consumer may return the goods without penalty. Kitted SA will, at the consumer’s election, either repair or replace the goods, or refund the price paid.

4.4. Kitted SA may reasonably inspect or arrange an assessment of returned goods within a reasonable time without unduly restricting consumer rights.

4.5. If repaired goods suffer the same failure within three months, Kitted SA will replace them or refund the price paid as required by section 56(3) of the CPA.

4.6. The statutory warranty does not extend to damage caused solely by misuse, abuse, unauthorized alteration, or ordinary wear and tear.

5. Online purchases and ECTA cooling-off rights

5.1. Where section 44 of ECTA applies to an online purchase, the consumer may cancel the transaction without reason and without penalty within seven days after receiving the goods.

5.2. The consumer will be responsible only for the direct cost of returning the goods.

5.3. Kitted SA will refund payment within the statutory period of 30 days from cancellation.

5.4. Cooling-off rights are subject to statutory exclusions under section 42 of ECTA (such as personalised or custom-made goods).

5.5. Direct marketing cooling-off rights under section 16 of the CPA permit cancellation within five business days.

6. Discretionary change-of-mind returns

6.1. In addition to statutory rights, Kitted SA voluntarily accepts eligible change-of-mind returns within 14 calendar days after purchase or delivery.

6.2. To qualify, goods must be unused, unworn, unwashed, undamaged, in original packaging with all tags attached, and accompanied by proof of purchase.

6.3. Approved voluntary returns will ordinarily receive an exchange or store credit, though a monetary refund may be provided at Kitted SA’s discretion.

7. Special-order, personalised and customised goods

7.1. Special-order, custom-made, or personalised goods (such as printed, embroidered, or monogrammed apparel) are generally non-returnable for change-of-mind reasons once approved by the customer.

7.2. Customers are responsible for confirming sizes, spellings, artwork, and specifications before placing orders.

7.3. This does not affect statutory remedies if custom goods are defective or unsafe.

8. Non-returnable goods

8.1. Subject to applicable law, gift cards, opened hygiene-sensitive items, clearance/final-sale items clearly marked as non-returnable, and altered goods cannot be returned for change of mind.

9. Condition of goods on return

9.1. All returned goods undergo inspection. Kitted SA reserves the right to refuse discretionary returns showing signs of wear, stains, odours, missing tags, or abnormal use.

10. Exchanges & Size Exchange Policy

10.1. Size Exchanges: If you ordered the correct item but need a different size, Kitted SA offers a voluntary size exchange within 14 days.

10.2. Courier Exchanges: A fee of R150 per courier exchange request applies to cover collection of the original item and delivery of the replacement size.

10.3. In-Store Exchanges: Size exchanges processed directly at our retail store are Free.

10.4. No exchange fee applies if Kitted SA supplied an incorrect item/size or if the goods are defective.

11. Refunds

11.1. Approved refunds are processed back to the original payment method. Statutory refunds will comply fully with regulated timeframes (e.g., 30 days for ECTA cancellations).

12. Delivery and collection charges

12.1. Original delivery charges are non-refundable for voluntary change-of-mind returns. For defective or incorrectly supplied goods, Kitted SA covers all return shipping costs.

13. Promotional, bundled and free goods

13.1. Returns of bundled or promotional items may require the return of the entire bundle or proportional adjustments to refunds, to the extent permitted by law.

14. Wear, tear, misuse and consumer responsibility

14.1. Kitted SA is not liable for damage caused by misuse, abuse, negligence, failure to follow care instructions, or ordinary wear and tear.

15. Complaints and dispute resolution

15.1. If you have a query or complaint, please contact us:

• 📧 Email: info@kittedsa.co.za
• 🌐 Website: www.kittedsa.co.za/contact
• 📍 In-store: 95 Iris Road, Norwood

15.2. If a dispute cannot be resolved internally, consumers may escalate the matter to the Consumer Goods and Services Ombud (CGSO) at 0860 000 272 or info@cgso.org.za.

16. Severability and policy updates

16.1. If any provision of this Policy is found to be unlawful, it will be severed to the minimum extent necessary while the remaining terms remain in full force and effect. Kitted SA may update this policy periodically.