🛡️ Consumer Protection Act Rights
As a South African consumer, you have the right to return goods within 7 days of delivery without giving any reason, in accordance with the Consumer Protection Act 68 of 2008.
1. Return Timeframes
1.1 Standard Return Period
- 7 Days: Cooling-off period as per Consumer Protection Act
- 14 Days: Our extended return window for your convenience
- 30 Days: For defective items or items not as described
1.2 Return Period Calculation
- Return period starts from the day you receive your items
- Collection dates are confirmed via email or SMS
- For delivery, the return period starts on delivery date
- Business days only (excludes weekends and public holidays)
2. Eligible Items for Return
2.1 Items We Accept for Return
- Items in original condition and packaging
- Unworn clothing with tags attached
- Unused accessories and jewelry
- Electronics in original packaging with all accessories
- Unopened beauty products and cosmetics
- Home items in unused condition
2.2 Items We Cannot Accept for Return
- Worn or damaged clothing (unless defective)
- Used beauty products, makeup, or personal care items
- Items missing original packaging or tags
- Customized or personalized products
- Items damaged by normal wear and tear
- Perishable goods or items with hygiene concerns
⚠️ Hygiene and Safety Policy
For health and hygiene reasons, certain items cannot be returned once opened or used. This includes makeup, skincare products, and intimate apparel. Please check product descriptions before purchasing.
3. Refund Processing
3.1 Refund Methods
- Original Payment Method: Refunds processed back to your card/account
- Bank Transfer: Direct deposit to your bank account (if requested)
- Store Credit: Optional store credit for future purchases (with bonus value)
3.2 Refund Timeframes
- Processing Time: 2-3 business days after we receive your return
- Bank Transfer: 3-5 business days to reflect in your account
- Credit Card: 5-10 business days depending on your bank
- Store Credit: Immediate upon processing
3.3 Refund Amounts
- Full Refund: Item price + delivery fee (if applicable)
- Partial Refund: Item price only (customer pays return delivery)
- Delivery Costs: Refunded if items are defective or incorrect
4. Defective or Incorrect Items
4.1 Our Responsibility
If you receive items that are:
- Defective or damaged upon arrival
- Different from what you ordered
- Missing components or accessories
- Not as described on our website
4.2 What We'll Do
- Provide a full refund including delivery costs
- Arrange free collection or return
- Offer a replacement item if preferred
- Expedite processing for urgent cases
📋 How to Return Items
Step 1: Contact us within the return period via phone (082 386 7273), email (karlagouws17@gmail.com), or WhatsApp.
Step 2: Provide your order number and reason for return. We'll guide you through the process.
Step 3: Package items securely in original packaging with all tags and accessories.
Step 4: Choose return method:
- Collection: Return to our business location
- Courier: We'll arrange collection (costs may apply)
- Post: Send to our address (at your cost)
Step 5: We'll inspect items and process your refund within 2-3 business days.
5. Exchange Policy
5.1 Size Exchanges
- Free size exchanges for clothing within 14 days
- Subject to stock availability
- Original item must be unworn with tags
- Customer pays delivery for exchange item
5.2 Color/Style Exchanges
- Exchanges accepted within 7 days
- Must be same price category
- Delivery costs apply for new item
- Original item must be in perfect condition
5.5. Exchange Policy - Sizing Support
5.5.1 Size Guide Commitment
- Detailed Size Guides: We provide comprehensive sizing information to help customers choose correctly
- Accurate Measurements: Size charts are regularly updated and verified
- Customer Education: Customers are encouraged to use our size guides before purchasing
- Sizing Support: WhatsApp assistance available for sizing questions before purchase
5.5.2 Size Exchange Policy
- Free Size Exchanges: Available when size guides were followed but item doesn't fit as expected
- Customer Preference Changes: Size exchanges for personal preference (customer pays delivery)
- Exchange Period: 14 days from delivery for unworn items with original tags
- Stock Dependent: Exchanges subject to availability of requested size
- One Exchange Per Item: To ensure fairness and cost management
5.5.3 Pre-Purchase Support
- Sizing Consultation: Contact us via WhatsApp for personalized sizing advice
- Fit Recommendations: We can suggest best sizes based on your measurements
- Size Comparison: Help comparing our sizes to other brands you own
- Prevention Focus: Getting the right size first time saves time and costs
6. Damaged Items Policy
6.1 Reporting Damage
- Report damage within 24 hours of delivery
- Take photos of damaged items and packaging
- Keep all packaging materials for inspection
- Contact us immediately for assistance
6.2 Damage Resolution
- Immediate replacement if item is in stock
- Full refund if replacement unavailable
- We cover all return and replacement costs
- Expedited processing for damaged items
7. Bulk Orders
- Large Orders: Orders over R2000 may require extended processing time
- Partial Returns: Individual items from bulk orders can be returned separately
- Business Customers: Special arrangements available for repeat business customers
- Custom Solutions: Contact us to discuss specific requirements for large orders
8. Return Costs
8.1 Customer Pays Return Costs When:
- Changing your mind about a purchase
- Ordering wrong size (unless our error)
- Items no longer needed
- Preference change
8.2 We Pay Return Costs When:
- Items are defective or damaged
- Wrong items were sent
- Items not as described
- Our error in processing order
💬 Need Help?
Our customer service team is here to help with any return questions:
- Phone: 082 386 7273 (Mon-Sun, 9 AM - 5 PM)
- Email: karlagouws17@gmail.com
- WhatsApp: Quick response during business hours
- Address: Gqeberha, Eastern Cape, 6001
9. Processing and Inspection
9.1 Return Inspection Process
- All returned items are inspected within 24-48 hours
- Items must meet return condition requirements
- Photos may be taken for quality control
- You'll be notified of inspection results
9.2 Refund Approval
- Approved returns processed within 2-3 business days
- Partial refunds may apply for used or damaged items
- Full refunds for items meeting all conditions
- Store credit offered for items not meeting return conditions
10. Contact Information for Returns
10.1 Return Address
Karla's Fabulous Finds
Gqeberha, Eastern Cape
South Africa
10.2 Return Contact Details
- Returns Hotline: 082 386 7273
- Email: karlagouws17@gmail.com
- Business Hours: Monday to Sunday, 9:00 AM - 5:00 PM SAST
- Emergency Contact: WhatsApp for urgent return issues
📝 Important Notes
- Keep proof of purchase for all returns
- Take photos of items before returning if there are any concerns
- Returns without prior authorization may be delayed
- This policy is subject to South African consumer protection laws
- Store credit never expires and can be used on future purchases