kuieralot® Returns and Refunds Policy

Last updated: 11 August 2026

This Returns and Refunds Policy applies to purchases from the kuieralot® online shop at kuieralot.com. The shop is operated by KUIERALOT (PTY) LTD, trading as kuieralot® (“kuieralot”, “we”, “us” or “our”).

This Policy forms part of our Shop Terms and Conditions. Nothing in this Policy limits any right or remedy that cannot lawfully be limited under South African law, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), where they apply.

1. How to request a return

Before sending anything back, email kuier@kuieralot.com with:

  • your name and order number;
  • the item you wish to return;
  • the reason for the return;
  • the date on which you received it; and
  • clear photographs if the item is damaged, defective or incorrect.

We will reply by email with the return instructions and, where applicable, the return address. Please do not send an item to an address obtained elsewhere or return it without first contacting us, as this may delay processing.

2. Seven-day cooling-off right for eligible online purchases

Where section 44 of ECTA applies, a consumer may cancel an eligible online transaction without giving a reason and without penalty:

  • for goods, within seven days after receiving the goods; or
  • for services, within seven days after the agreement is concluded.

Email kuier@kuieralot.com within the applicable period to exercise this right. The consumer is responsible only for the direct cost of returning eligible goods. If payment has already been made, we will issue a full refund within 30 days after cancellation.

3. Exceptions to the statutory cooling-off right

The ECTA cooling-off right does not apply to transactions excluded by law. Relevant examples may include:

  • goods made to your specifications or clearly personalised;
  • goods that cannot be returned by their nature or that deteriorate or expire rapidly;
  • audio or video recordings or computer software that have been unsealed;
  • newspapers, periodicals, magazines and books;
  • services that began with your consent before the seven-day period ended; and
  • accommodation, transport, catering or leisure services booked for a specific date or period.

Other statutory exclusions may apply depending on the transaction. An exclusion from the cooling-off right does not remove your rights if an item is defective, unsafe, damaged, misdescribed or incorrectly supplied.

4. Defective or poor-quality goods

Where the CPA applies, goods must be reasonably suitable for their usual purpose, of good quality, in good working order, free of defects, and usable and durable for a reasonable period, having regard to their normal use and surrounding circumstances.

If goods fail to meet the applicable statutory standards within six months after delivery, you may return them at our risk and expense. Subject to the CPA, you may direct us to:

  • repair the goods;
  • replace the goods; or
  • refund the price paid.

If repaired goods fail again within three months after the repair, we will provide the further remedy required by the CPA. These protections do not apply where the problem results from misuse, abuse, unauthorised alteration, normal wear and tear or failure to follow reasonable care instructions, to the extent permitted by law.

5. Damaged, incorrect or incomplete orders

Please inspect your order as soon as reasonably possible after delivery. If it arrives damaged, contains the wrong item or is incomplete, email us promptly with your order number and photographs where possible.

After assessing the issue, we will provide the remedy required by law, which may include collecting the item, replacing it, supplying the missing item or issuing a refund. We will bear reasonable return costs where the item is defective, damaged on delivery or incorrectly supplied.

6. Goods you could not inspect before delivery

Where section 20 of the CPA applies and you did not have an opportunity to examine goods before delivery, you may be entitled to return them if they do not correspond in all material respects with the description or sample on the basis of which they were sold. Please contact us within 10 business days after delivery so that we can assess and arrange the return in accordance with the CPA.

7. Change-of-mind returns outside a statutory right

We are not required to accept a change-of-mind return where no statutory return right applies. We may nevertheless approve a return at our discretion if you contact us within seven days after delivery and the item is unused, undamaged, complete and in its original condition and packaging.

If we approve a discretionary return:

  • you are responsible for the return delivery cost;
  • the item remains your responsibility until we receive it;
  • original delivery charges are not refundable unless required by law; and
  • we may deduct any lawful amount necessary to restore goods that have been used, opened, damaged or handled beyond what was reasonably necessary to inspect them.

8. Personalised and custom-made items

Personalised, commissioned and custom-made items cannot ordinarily be returned merely because you changed your mind. Please check all names, wording, images, colours, measurements and specifications carefully before approving an order.

This does not affect your rights where we supplied an item that is defective or materially different from the approved specifications.

9. Books and publications

Books, newspapers, periodicals and magazines are excluded from ECTA’s seven-day cooling-off right. We do not ordinarily accept change-of-mind returns for these items.

You may still contact us if a publication is defective, damaged on delivery, incorrectly supplied or materially different from its description.

10. Digital products

We do not ordinarily refund a digital product after it has been downloaded, accessed or supplied, unless it is defective, inaccessible because of a problem within our control, materially different from its description, or a refund is otherwise required by law.

Before purchasing, please check the product description and any listed format, software or device requirements. If you experience a technical problem, email us so that we can first try to provide a working file or reasonable technical assistance.

11. Services and event-related purchases

Cancellation rights for services depend on the type of service, when performance begins and any product-specific terms disclosed before purchase. Services that began with your consent during the ECTA cooling-off period, and accommodation, transport, catering or leisure services reserved for a specific date or period, may be excluded from that cooling-off right.

Any cancellation charge will be reasonable and lawful, taking account of the circumstances and work already performed.

12. Return packaging and shipping

Please package returned goods securely and follow the instructions we send you. We recommend using a trackable service and keeping proof of dispatch where you are responsible for arranging the return.

We are not responsible for loss or damage during a customer-arranged return. This does not apply where the return is at our risk under the CPA or another applicable law.

13. Assessing a return

We may inspect returned goods to confirm their identity, condition and the reason for return. An inspection does not reduce your statutory rights. If we reasonably determine that an item is not defective and no statutory or approved discretionary return right applies, we will contact you about returning the item to you and any reasonable delivery cost.

14. Refunds

Once a return has been received and approved, we will notify you by email. Refunds will normally be made to the original payment method. Bank and payment-provider processing times are outside our control.

Refunds required under ECTA following a valid section 44 cancellation will be made within 30 days after cancellation. Other refunds will be processed within a reasonable time and within any period required by applicable law.

Where only part of an order is returned, we will refund the price of the approved returned item and any other amount required by law. Delivery charges will be refunded only where required by law or expressly approved by us.

15. Exchanges

If you would prefer an exchange, state this in your email. Exchanges depend on stock availability and the nature of your return right. If a replacement is unavailable, we will offer another remedy required by law or, for a discretionary return, discuss the available options with you.

16. Gifts

Refunds are normally issued to the original purchaser using the original payment method. A gift recipient may contact us to discuss an exchange or another available solution, subject to proof of purchase and applicable law.

17. Contact

For all return, exchange and refund requests, contact:

KUIERALOT (PTY) LTD
Trading as kuieralot®
Email: kuier@kuieralot.com