Refund policy

Returns & Warranty Policy

At KitchenCraftSA, we are committed to providing quality kitchen products and excellent customer service. This policy outlines your rights and our obligations under the Consumer Protection Act (CPA), 68 of 2008.

1. 14-Day Return Policy

If you are not completely satisfied with your purchase, you may request a return within 14 days of receiving your order.

Product is returned at buyers cost(sending product back to us)

To qualify for a return, the product must:

  • Be unused or only tested as reasonably necessary.
  • Be in its original packaging where reasonably possible.
  • Include all accessories, manuals and components.
  • Be accompanied by proof of purchases

Products returned that show signs of misuse, accidental damage, neglect or normal wear may not qualify for a full refund.

2. Defective or Faulty Products

If a product is defective, unsafe, or does not perform as reasonably expected, you are protected by the Consumer Protection Act.

Within 6 months of delivery, you may choose one of the following remedies:

  • Repair
  • Replacement
  • Refund

This choice will be honoured unless the law provides otherwise.

KitchenCraftSA reserves the right to inspect the returned product to verify the reported defect before approving a refund or replacement.

Products is shipped back to us at buyers cost.

3. Six-Month Product Warranty

All eligible KitchenCraftSA products include a 6-month warranty against manufacturing defects.

Product must be sent back at buyers cost

The warranty covers:

  • Manufacturing defects
  • Faulty workmanship
  • Material defects under normal household use

The warranty does not cover:

  • Accidental damage
  • Dropping the product
  • Abuse or misuse
  • Improper cleaning
  • Improper assembly
  • Commercial or industrial use
  • Alterations or modifications
  • Damage caused by incorrect storage
  • Cosmetic damage that does not affect functionality
  • Normal wear and tear
  •  Leakage caused by misuse, accidental damage, improper assembly, or failure to follow the product's care and usage instructions

Product/s should be sent back in original packaging,with original stickers,labels,printwork etc… where applicable.


Where appropriate, KitchenCraftSA may repair or replace the defective product or component. Warranty claims will be assessed individually to determine whether the issue is due to a manufacturing defect or customer misuse, accidental damage, improper assembly, or other excluded cause.

The product should also be shipped back at buyers cost.

4. Products Damaged During Delivery

If your parcel arrives visibly damaged:

  • Notify us within 48 hours of delivery.
  • Take photographs of:
    • the packaging,
    • shipping label,
    • and damaged product.

Failure to report shipping damage within a reasonable period may affect our ability to claim against the courier.

5. Incorrect Products

If you receive the wrong product, please contact us within 7 days.

Once verified, we will arrange collection and send the correct product at no additional cost.

6. Return Shipping

If the return is due to:

Our Error

Including:

  • incorrect item (excluding different MistFlow bottle cap)
  • manufacturing defect
  • damaged in transit

 Excluding: 

     

  • some MistFlow bottles will come with a         slightly different cap/sprayer/top part of the bottle (an upgraded version)

 

  •  Leakage caused by misuse, accidental damage, improper assembly, or failure to follow the product's care and usage instructions

 

KitchenCraftSA will cover the reasonable return shipping costs.

Customer Change of Mind

If the return is not due to a defect, the customer is responsible for return shipping costs unless otherwise required by law.

Original delivery charges are non-refundable unless the return results from our error or a defective product.

7. Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned once used unless defective:

  • Products that have come into direct contact with food after use
  • Personal-use kitchen items that cannot reasonably be resold
  • Clearance or final sale items where permitted by law
  • Gift cards

Nothing in this section limits your statutory rights under the Consumer Protection Act.

8. Refund Processing

Approved refunds will be processed to the original payment method.

Please allow 5–10 business days after approval for the funds to reflect, depending on your payment provider.

9. Exchanges

Where stock is available, we may exchange an item for:

  • another size
  • another colour
  • another identical product

Customers requesting exchanges for non-defective products may be responsible for any shipping costs.

10. Inspection of Returned Products

All returned products are inspected upon receipt.

KitchenCraftSA reserves the right to refuse returns where:

  • the product has been intentionally damaged,
  • altered,
  • used beyond what is reasonably necessary to inspect it,
  • or returned incomplete.

Where a return is rejected, the item may be returned to the customer.

11. Limitation of Liability

To the maximum extent permitted by South African law, KitchenCraftSA shall not be liable for indirect, incidental, consequential or special damages arising from the use of our products.

Nothing in this policy excludes or limits any rights that consumers have under the Consumer Protection Act.

12. Contact Us

For returns or warranty claims, please contact us:

KitchenCraftSA

Email: support@kitchencraftsa.co.za

Website: www.kitchencraftsa.co.za 

Please include:

  • Order number
  • Full name
  • Description of the issue
  • Photos where applicable