Refund, Returns and Exchanges Policy

Last Updated: 1 November 2026

1. Overview

Welcome to Kapstadt Kleidung.

Kapstadt Kleidung is a trading brand of TAEIG (Pty) Ltd, a company registered in the Republic of South Africa.

We want you to be satisfied with your purchase. This policy explains how we handle returns, refunds, exchanges, damaged products and defective merchandise purchased through our website.

All purchases are subject to this policy and applicable South African consumer protection legislation, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Nothing in this policy limits or removes any statutory rights you have under South African law.

2. Returns and Change of Mind

If you purchase a product through our online store, you have the right to cancel your purchase within seven (7) days after receiving the goods, without providing a reason.

This right is provided under Section 44 of the Electronic Communications and Transactions Act.

For change-of-mind returns, we request that:

The product remains unused and unworn.
The product is returned in its original condition.
Original tags, labels and packaging are included, where applicable.
The product does not show signs of washing, alteration, damage or misuse.

The customer is responsible for the direct cost of returning the product when exercising the statutory cooling-off right.

Once we receive the returned product, we will process the applicable refund in accordance with the law.

Please note that certain products, including clearly personalised or customised products, may fall outside the statutory cooling-off provisions.

3. Defective, Damaged or Incorrect Products

We take care to ensure that all orders are checked and packaged before dispatch.

If you receive a product that is:

Defective or faulty.
Damaged before or during delivery.
Different from the product you ordered.
Incorrect in size, colour or design due to an order fulfilment error.

Please contact us as soon as reasonably possible after receiving your order.

Under Section 56 of the Consumer Protection Act, qualifying defective or unsafe products may be returned within six (6) months after delivery.

Depending on the circumstances and applicable legislation, you are entitled to request:

A repair, where appropriate.
A replacement product.
A refund of the purchase price.

Where a return relates to a qualifying defective, damaged or incorrectly supplied product, Kapstadt Kleidung will cover the reasonable return or collection costs.

We may request photographs or other relevant information to help us assess the reported issue.

4. Exchanges

We understand that you may occasionally need a different size or prefer another available product.

For size-related or change-of-mind exchanges, please contact us within seven (7) days of receiving your order.

Exchanges are subject to stock availability and the condition of the returned product.

Where an exchange falls outside your statutory cancellation rights, we may consider the request at our discretion.

Customers are responsible for applicable return and replacement delivery costs for voluntary exchanges.

If an exchange relates to a defective, damaged or incorrectly supplied product, we will handle the matter in accordance with applicable consumer protection legislation.

5. Refunds

Once we receive your returned product, we will assess the return and notify you of the outcome.

Approved refunds will be processed using the original payment method wherever reasonably possible.

Refund processing times may vary depending on your bank, payment provider or financial institution.

Where a cancellation falls under the ECTA cooling-off provisions, the applicable refund will be made within the statutory 30-day period.

For defective or incorrectly supplied products, refunds will be handled in accordance with the Consumer Protection Act.

We do not issue store credit or vouchers in place of a statutory cash refund unless you freely agree to such an alternative.

6. Sale and Promotional Items

Products purchased during sales, promotional campaigns, clearance events or discount offers remain subject to applicable consumer protection legislation.

A product being discounted or purchased using a promotional code does not remove your statutory rights.

Qualifying defective, damaged or incorrectly supplied sale products remain eligible for the remedies provided under South African law.

7. Gift Cards and Promotional Vouchers

Gift cards and promotional vouchers are subject to their applicable terms and conditions.

Where a gift card or voucher forms part of a transaction protected by applicable consumer legislation, nothing in this policy limits your statutory rights.

Promotional discounts and vouchers do not automatically qualify for cash redemption.

8. Return Shipping and Delivery Costs

The responsibility for return shipping depends on the reason for the return.

Change of mind:
The customer is responsible for the direct cost of returning the product when exercising the statutory online cooling-off right.

Defective or damaged products:
Kapstadt Kleidung will cover the reasonable costs associated with returning or collecting qualifying defective or damaged products.

Incorrect products supplied:
Where we supply an incorrect product, we will arrange or cover the reasonable return and replacement delivery costs.

Voluntary exchanges:
The customer is responsible for applicable return and replacement delivery costs unless otherwise agreed.

Please contact us before sending any product back. We will provide the appropriate return instructions.

9. How to Request a Return

To request a return, refund or exchange, please contact our customer support team using the contact details below.

Please include the following information:

Your full name.
Order number.
Date of purchase.
Product name.
Reason for the return or exchange.
Photographs, where relevant to a damaged, defective or incorrect product.

Email: support@kapstadtkleidung.co.za

Please do not return products to the manufacturer or send products to an address without first receiving return instructions from our team.

10. Uncollected or Undeliverable Orders

Customers are responsible for providing accurate delivery information when placing an order.

If an order is returned to us because of an incorrect delivery address, failure to collect a parcel or repeated unsuccessful delivery attempts attributable to the customer, additional delivery charges may apply when arranging another delivery, subject to applicable law.

This section does not limit any cancellation or refund rights available under South African consumer legislation.