Refund policy

Return & Refund Policy

We hope you love your Karoo Edit finds. If something isn't right, we're here to help.

Damaged, defective or incorrect items

Please inspect your order when it arrives. If an item is damaged, defective, missing parts or you receive the wrong product, please contact us as soon as reasonably possible with your order number and photographs of the item and packaging where appropriate.

We will assess the issue and arrange the appropriate remedy in accordance with applicable South African consumer law. Nothing in this policy limits any rights you may have under the Consumer Protection Act or other applicable legislation.

Change-of-mind returns

For eligible unused products, please contact us within 14 days of delivery if you would like to request a return.

To be eligible, the item must generally be unused, in its original condition and, where applicable, in its original packaging with seals, labels and accessories intact.

Please contact us before sending any item back. We will provide return instructions and confirm where the item must be returned. Items returned without prior authorisation may delay processing.

Unless the product is defective, damaged, incorrect or applicable law provides otherwise, the cost of returning an unwanted item may be for the customer's account.

Beauty, personal-care and hygiene products

For health and hygiene reasons, opened, used or unsealed beauty, skincare, haircare, cosmetic and personal-care products generally cannot be returned simply because you have changed your mind.

This does not affect your rights if a product is defective, damaged, incorrectly supplied or otherwise returnable under applicable South African consumer law.

Items that cannot generally be returned for change of mind

Certain products may not be eligible for change-of-mind returns once opened, used, assembled or altered, including beauty and personal-care products where hygiene or safety considerations apply. Any product-specific exclusions will be stated where relevant.

Refunds

Once an approved return has been received and assessed, we will notify you of the outcome. Approved refunds will be issued to the original payment method. Processing times after a refund is issued may vary depending on your bank or payment provider.

Cancellations

If you need to cancel an order, please contact us as soon as possible. We will do our best to assist before fulfilment begins. Once an order has been processed or dispatched, cancellation may no longer be possible and the applicable returns process may need to be followed.

How to contact us

To request a return, report a problem or ask a question about an order, please contact The Karoo Edit and include your order number so that we can assist you as quickly as possible.