returns & Refunds policy

KitOnline fully aligns this Returns and Refunds Policy with that of the Consumer Protection Act of 2008.

Goods being dispatched remains the responsibility of KitOnline until such goods have been delivered or deemed to have been delivered by KitOnline  to the consumer (i.e. the person purchasing the goods from KitOnline.

Customized Products Returns:

Please note that all custom products are not returnable. This is due to the nature of the customized product. All customized products are specifically done for one person, therefore nobody else could wear that item, or would want to buy it.

REASONS WHY WE DO NOT OFFER REFUNDS ON CUSTOM ORDERS:
• SIZING
Our sizing charts can be requested from us. Our products are made exactly to the measurements on our sizing charts. We do not offer refunds for sizing issues.
• COLORS
The collars on your apparel is selected by using the Pantone color code selected in your designs or the closest Pantone color code based on the designs. If there is any specific color codes that you must have, those must be given to us. Every fabric will have a different shade of the color after printing depending on the GSM, weight and type. For this reason, we do not offer refunds for color issues. Please note any specific colors from the start!
• DESIGNS & GRAPHICS
The designs we have, and that you confirm, are a general representation of the apparel that you’re going to receive. We try our best to match exactly what you see in our designs, but we cannot guarantee it 100%. Things such as placement, sizes of logos and numbers, graphics, outlines and other design specifications must be noted in writing and confirmed in the design template for us to reproduce it correctly. For this reason, we do not offer refunds for design issues. For most large orders, we suggest ordering a sample before placing a large order to ensure it meets your design specifications.

Even though we are sad to see that you might not be happy with the product, in the interest of hygiene standards, all face masks will not be refunded or exchanged.

Non-Customized Products

In the event where the consumer would like to exercise their right to return non-customizable goods, KitOnline will accept your return, where the consumer:

  • Has examined the goods and rejects delivery of the goods, without any reason, within 10 working days from the day the goods were delivered or deemed to have been delivered KitOnline ;
  • Has examined the goods and rejects delivery of the goods, where the goods do not match the description of the goods advertised, within 10 working days the goods were delivered or deemed to have been delivered by KitOnline ;
  • Agreed, with KitOnline , that delivery of the goods will occur on or within a date, time and location and such date, time and location was not adhered to;
  • Found that the goods, that were the subject of the transaction, failed to meet the minimum warranty or implied warranty period of the product of 6 months and were absent of the following circumstances:
    • The consumer has been expressly informed that particular goods were offered in a specific condition;
    • Has expressly agreed to accept the goods in that condition, or knowingly acted in a manner consistent with accepting the goods in that condition; or
    • The consumer subjected the goods to misuse or abuse; or
    • Is part of ordinary wear and tear, having regard to the circumstances in which the goods are intended to ordinarily be used.

By purchasing at KitOnline , you agree that KitOnline will not accept return of any goods in the following circumstances:

  • Goods being damaged by the consumer after goods were delivered, whether intentional or unintentional;
  • Returns requested after the “cooling-off” period of 5 working days goods were delivered or deemed to have been delivered by KitOnline ;
  • Goods examined and rejected after 10 working days goods were delivered or deemed to have been delivered by KitOnline ;
  • Where goods, that were the subject of the transaction, were –
  • Defective and the consumer has been expressly informed that particular goods were offered in a specific condition; and has expressly agreed to accept the goods in that condition, or knowingly acted in a manner consistent with accepting the goods in that condition; or
  • Subjected to misuse or abuse after delivery or deemed to have been delivered by KitOnline ; or
  • Deemed to be defective but is part of ordinary wear and tear, having regard to the circumstances in which the goods are intended to ordinarily be used –
  • Where the consumer purchased the good in the sized stated on the website and the size of the goods does not fit the consumer’s intended size or measurement;
  • Where goods are defective and returned, the consumer can choose between repair, exchange or refund of the defective goods

Pre-orders

The consumer has a right to cancel a pre-order, before goods are dispatched for delivery, and will be charged a 10% cancellation fee resulting from administration, storage and forgone opportunity to sell, unless the consumer is unable to honour the order because of the death or hospitalisation of the person for whom, or for whose benefit the order was made

Returning goods with dignity

Where non-customizable goods are being returned, it is the consumer’s responsibility to uphold the integrity of the goods being returned as any damage to the goods after being delivered to the consumer or deem to have been delivered by KitOnline, will be charged a restoration fee which may include, but not limited to;

  • repackaging of goods
  • washing of goods
  • re-sewing of goods

Goods being returned should be:

  • Placed neatly back into their original packaging
  • Firmly placed inside a protective box or bubble wrap
  • Securely wrapped in a protective box, whether provided or not provided in the delivery of the goods.

Who pays for the cost to return a product:

The consumer is liable to pay for all expenses (i.e. collection of goods from customer and/or return of goods to customer) incurred by KitOnline , for the return of goods – where:

  • Goods to the consumer in terms of an agreement arising out of direct marketing, and the consumer has rescinded that agreement within 5 business days the goods, that were the subject of the transaction, were delivered to the consumer or deemed to have been delivered by KitOnline;
  • KitOnline is liable to pay all expenses (i.e. collection of goods from customer and/or return of goods to customer) incurred for the return of goods, where the goods goods that the consumer did not have an opportunity to examine before delivery, and the consumer has rejected delivery of those goods are not of the type and quality as agreed upon, and within 10 business days the goods, that were the subject of the transaction, were delivered to the consumer or deemed to have been delivered by KitOnline;
  • Goods that are not for the purposes for which they are generally intended and within 10 business days the goods, that were the subject of the transaction, were delivered to the consumer or deemed to have been delivered by KitOnline;
  • Goods, within 6 months, fail to satisfy the requirements and standards contemplated in section 55 of the Consumer Protection Act of 2008, where the consumer may choose refund, repair or exchange of the defective product.

If there are any queries on our Return Policy, please send us your questions to info@kitonline.co.za or use the convenient Contact page.