We do not want to stress you with something you don’t want or a damaged product! Should you not be satisfied, please return the product to us and we will exchange, replace or refund you. Terms and conditions are stipulated below. This Policy applies to items bought from Koti Traditional Wedding Specialists (TWS) online store.
Certain parts of the Policy do not apply to used or previously owned products, this is indicated in the relevant sections below. Used items are items that are returned/second hand and often offered for sale at discounted prices due to their original packaging being damaged, unsealed, missing or the product/s showing signs of handling and/or re-packaging. Nothing in this Policy is intended to limit your statutory rights in any way.
Items can be returned within 14 days of receipt to qualify for free exchange/replacement or full refund. After 14 days, you can only return a product if it is broken.
When preparing your return, please ensure:
- You wrap your item as per original packaging or securely (ensuring it won’t get damaged) for transit back to our warehouse.
- Include all accessories and parts that arrived with the item.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
1) Unwanted item/changed your mind?
You can return an unwanted item to us, except for:
- It is undamaged and unused, with the original labels and stickers still attached, except of used items.
- It is not missing any accessories or parts
- You log a return via the website contact form/email/call within 14 days of delivery to you and
- It is not a custom-made/personalised clothing item made to your specifications. For example:
- A flatpack furniture product that has been assembled after delivery.
We will collect the product from you at a courier charge of R150. Once we have inspected the product and validated your return, we will refund you within 10 days.
2) You want to exchange?
Kitchenware or Bedding can be exchanged for a different style/brand/colour/size provided that such variation is available. A used product can only be exchanged for a variation of the same used product, if a variation is available. In such a case, we will collect the product from you and deliver the requested product to you at a courier charge R150. If such variation is not available, we will refund you within 10 days of return.
Should you wish to exchange and notify after 14 days of order receipt, you will be liable to pay for collection and replacement delivery charges.
We are obligated and entitled to inspect the product to validate your return. Please review this Policy to ensure you meet all requirements and the item is returnable.
3) You did not order what we delivered?
If we erroneously deliver the wrong item to you, please let us know and we will collect the item from you at no charge.
If the item is missing any accessories/labelling/personalisation, please follow exchange process as mentioned above and we will replace with the correct specifications post inspection and validation of return. Should you wish, we can refund you within 10 days of the return.
4) Your items are broken/damaged on delivery?
In the case where an item is damaged/torn/broken/missing a part or accessory at the time of delivery/collection, please notify us within 7 days of such delivery/collection by logging a return via contact form/call/email.
We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will replace the item as soon as possible or refund you within 10 days of return.
5) Defective Products
A defect is a material imperfection in the manufacture of the item which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances e.g.: unstitched garments, bolts missing on a stove or handles not included in a blanket bag.
The following will not be regarded as defects and will not entitle you to a return under this section:
- Normal wear and tear on used items or gas stove/pots
- Damage arising from negligence, user abuse or incorrect usage of the item
- Damage arising from electrical surges or sea air corrosion
- Damage arising from a failure to adequately care for the item
- Damage arising from unauthorized alterations to the item
- In relation to used products: signs of handling and/or repackaging
Items will be recognised as eligible for ‘’defective return’’ up to 6 months post-delivery, after which they cannot be returned under any circumstance barring the case of an extended supplier warranty, which is set out below.
You can return a defective item by logging a return via contact form/call/email, and we will arrange to collect the item from you at no charge. Once we have inspected the item and validated your return, we will either replace it as soon as possible or refund you within 10 days. If the replacement takes longer than 21 days, we will get in touch with you to refund.
Should you request a replacement of a used product and repair is not an option, we will see if we have a similar spec replacement item in stock. Should this not be the case, we will refund you within 10 days of return.
6) Extended Supplier Warranty (stipulated on product page)
A product may have a supplier warranty that extends beyond the 6-month standard warranty. If such a product turns out to be defective more than 6 months after delivery/collection (save for direct warranty products which are discussed below), please notify us as soon as you become aware of the defect. In any event, it must be within the extended supplier warranty period after delivery/collection of the product.
You can notify us by logging a return via contact form/call/email. We will ensure the return of the product to the supplier at no charge. Please note that we cannot facilitate returns that fall outside of the extended supplier warranty period.
Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the item packaging. It is your responsibility to make yourself aware of any such terms and conditions.
It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy they can offer you. Koti is under no obligation to provide you with a refund/repair/replacement. Your remedy lies with the supplier or manufacturer. However, if the supplier or manufacturer has offered you a repair/replacement within the applicable extended supplier warranty and it takes longer than 21 days, we will get in touch with you to see if you would rather receive a refund directly from us.
In the event we offer a bundle deal - consisting of predetermined items that we have combined in a single bundle and discounted - all returns relating to these bundles will be subject to the terms and conditions of this Policy as read with the following provisions:
Bundle Deal – You may return a Bundle Deal or any of its component products individually to us. If you qualify for a refund for any part of the bundle we will refund you with the actual purchase price post discount as per your order history.
Pre-packed Bundle – Unless otherwise indicated by us, your return of a Pre-packed Bundle will only be accepted if you return all its component items to us. Failure to do so will result in us declining the return of a Pre-packed Bundle.
8) Charges and Refunds
If you return a defective product to us, but fail to return all of the accessories/parts that were sold with that product, we are entitled (subject to applicable law) to refuse the return or only replace the item that you did return, or estimate the value of the missing accessories/parts and only refund you in respect of the returned item less missing accessories/parts value.
If you return a product that does not comply with this Policy, you may be liable to reimburse Koti for the cost of collecting the product from you and the cost of having the product returned to you.
Under no circumstances will donations be refunded.
Please note that we only refund to the payment method that you originally used i.e. payment by credit card will be refunded to the same credit card, payment by EFT or COD (cash on delivery) will be refunded to your nominated bank account.
9)We are unable to deliver what you ordered
In the unlikely case we are unable to deliver your item, as we source rather than manufacture our goods and so may be subject to supply issues out of our control, we will alert you and proceed to execute one of two options:
1. Process a full refund within 3 - 5 working days in the case the issue is a long-term (2 or more months delay) one.
2. Allow a waiting period of up to 2 months until supply is back at acceptable levels/quality/consistency. In the case we are unable to obtain consistent supply again, the item will be unpublished and possibly delisted from our portfolio.