Kamolelo

Refund and Returns Policy

 

At Kamolelo, we are committed to delivering high-quality products and professional service. Due to the perishable and sensitive nature of our goods—including water, peanut butter, peanuts, and certain wood products—we maintain a strict, fair, and transparent refund and returns policy to protect both our customers and business integrity.

1. Overview

We do not automatically process refunds. All refund or return requests undergo thorough individual evaluation. Our policies exist to ensure accountability, customer fairness, and operational efficiency, especially when dealing with time-sensitive or perishable products.

2. Refund Consideration Requirements

To request a refund or replacement, the following conditions must be met:

  • Requests must be submitted within 48 hours of product delivery.

  • Affected recipients must provide:

    • Clear photographic evidence of the issue.

    • A detailed explanation of the problem.

  • Submit requests via:

All cases are individually assessed, and our team will make a final determination based on the evidence received.

3. Failed Deliveries

We cannot be held liable for deterioration of goods due to:

  • Recipient unavailability during the confirmed delivery window.

  • Delivery failure resulting from incorrect or incomplete address details.

In such instances:

  • A redelivery fee will apply.

  • No refund or replacement will be granted for delays or failures caused by the recipient.

Important: Address accuracy is the customer’s responsibility. Double-check all information before placing an order.

4. Quality Assurance

We take full accountability for orders that do not meet our quality standards upon delivery.

If we determine that the product quality falls short of our commitments:

  • We will take immediate corrective action, which may include replacement or refund.

5. Compensation Format

If your request is approved, compensation will be issued either as:

  • A product replacement (preferred and standard method), or

  • A monetary refund, at our sole discretion.

The final decision depends on the nature of the issue and the best possible resolution under the circumstances.

6. Approved Refund & Replacement Process

If your refund or replacement is approved:

  • You will receive formal notification outlining the resolution.

  • Product replacements will be scheduled during our standard delivery hours:
    Monday to Friday, 9am – 5pm. Recipient availability during this window is required.

  • Monetary refunds (if approved) will be processed back to your original payment method within 7 business days. Banking delays may affect actual receipt times.

Note: No special delivery arrangements will be made outside of standard hours.

7. Late or Missing Refunds

If you haven’t received an approved refund after 7 business days:

  1. Check your account and transaction history.

  2. Contact your bank to verify any pending transactions.

  3. Check your online payment portal (e.g., PayFast, Yoco).

If the refund is still not traceable, contact us at admin@kamolelo.co.za with the subject “Refund Not Received”. Include:

  • Your order number

  • Proof of purchase

  • Confirmation of the above verification steps

Incomplete emails will delay processing. Verified inquiries will be addressed within 2 business days.

8. Refund Eligibility – Sale Items

  • Sale items, promotional offers, or discounted goods are final sale.

  • They are not eligible for refunds or exchanges.

  • By purchasing sale items, you agree to these terms.

We encourage thoughtful purchasing decisions for discounted goods.

9. Shipping and Address Changes

  • Once an order is placed, address changes are not guaranteed.

  • Changes may delay delivery; we are not responsible for these delays.

  • Failed deliveries due to incorrect addresses:

    • Are not eligible for refunds or replacements.

    • Require additional delivery fees for redelivery.

Reminder: Always provide accurate and complete delivery details.

10. Shipping Returns – Non-Perishable Items Only

Due to perishability, items such as water, peanut butter, and peanuts are not returnable.

However, for non-perishable items (e.g., packaging, accessories):

  • Returns may be authorized if items arrive damaged or defective.

  • Return must be initiated within 48 hours of delivery.

  • Items must be returned in original condition and packaging, with proof of purchase.

  • Return shipping costs and original delivery fees are the customer’s responsibility.

  • Unauthorized or late return requests will not be accepted.

11. Customer Feedback & Complaints

We welcome your feedback and take every comment seriously. Whether it’s a suggestion, concern, or compliment, reach us at:
📧 admin@kamolelo.co.za

Each message is reviewed carefully. Your input helps us improve and deliver better service to all customers.

Need Help?

📬 Email: admin@kamolelo.co.za

At Kamolelo, we believe in fairness, transparency, and integrity. While our policies may appear firm, they are designed to uphold consistent service and trust for all parties. We’re here to support you within these guidelines and will always explore reasonable solutions where possible.

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