Refunds & Returns Policy

Effective Date: 03/05/2023
Website: www.karlsandtonretail.co.za
Email: infokarlsandton@gmail.com

1. Our Promise

At Karl Sandton, we want you to be completely satisfied with every purchase.
If you are not happy with your order, we offer an easy and fair returns and refund process, in compliance with the Consumer Protection Act of South Africa.

2. Eligibility for Returns

To qualify for a return or exchange:

  • Items must be unused, unworn, and in their original packaging, with tags attached.

  • Returns must be requested within 7 days of receiving your order.

  • Proof of purchase (receipt, order confirmation, or invoice) is required.

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Undergarments, swimwear, or earrings (unless defective).

  • Gift cards or sale/clearance items (unless damaged or incorrect).

4. Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of receiving your delivery.
Email infokarlsandton@gmail.com with your order number, photos of the item, and a brief description of the issue.
Once verified, we will offer:

  • A free replacement or exchange, or

  • A full refund if the item cannot be replaced.

5. Return Process

  1. Email infokarlsandton@gmail.com with your return request and reason.

  2. Our team will review your request and provide return instructions.

  3. You can return your order via courier or drop it off in-store for free.

  4. Once received, the item will be inspected within 2–3 business days.

  5. If approved, your refund or exchange will be processed immediately.

6. Refunds

  • Refunds are issued to your original payment method within 5–7 business days after approval.

  • If you paid via EFT or manual transfer, please provide your banking details for processing.

  • Delivery charges (if any) are non-refundable unless the item was defective or incorrectly shipped.

7. Exchanges

We gladly exchange eligible items for a different size, colour, or product (subject to availability).
If the replacement item is out of stock, you may choose a store credit or full refund.

8. In-Store Returns

You are welcome to return or exchange eligible items in-store for free, provided you bring proof of purchase and the item is in its original condition.

9. Questions or Assistance

If you have any questions about your return, refund, or exchange, our support team is here to help:
📧 infokarlsandton@gmail.com
🌐 www.karlsandtonretail.co.za