Returns and Refunds Policy
At Kamel Kross, we want you to feel confident about your purchase. If you need to return an item, we are here to help.
1. Returns and Size Exchanges
You may request a return or size exchange within 14 calendar days of delivery.
For change-of-mind or size returns, items must be:
Unworn and unwashed, except for trying on.
In their original condition, with tags attached.
Free from stains, odours, damage or alterations.
Please provide your order number or proof of purchase. Exchanges depend on stock availability. If your preferred size is unavailable, you may choose a refund for the eligible returned item.
These conditions do not limit your rights when an item is defective or incorrectly supplied.
2. Online Cooling-Off Period
For online purchases covered by the Electronic Communications and Transactions Act, you may cancel your purchase without giving a reason within seven calendar days of receiving the goods.
Only the direct cost of returning the goods may be charged. Payments will be refunded within 30 days of cancellation. Statutory exceptions may apply, including to personalised or custom-made items.
3. Defective, Damaged or Incorrect Items
Please contact us as soon as you notice a defect, delivery damage or an incorrect item. Include your order number, a description of the problem and photographs where possible.
Where goods fail to meet the quality standards required by the Consumer Protection Act, you may return them within six months of delivery and choose a repair, replacement or refund, as applicable under the Act. Kamel Kross will cover the necessary return costs.
Damage caused by misuse, normal wear and tear or failure to follow care instructions is not a manufacturing defect.
4. Return Delivery Costs
For ordinary change-of-mind and size returns, you are responsible for return delivery costs. Any delivery charge for a size exchange will be explained before the exchange is arranged.
For defective, damaged-on-arrival or incorrectly supplied items, Kamel Kross will cover the necessary return and replacement delivery costs.
Original delivery charges for voluntary returns are refundable only where required by law.
5. How to Request a Return
Contact us using the details on the Contact Us page at kamelkross.com and provide:
Your name and order number.
The item you wish to return.
Your reason for returning it.
Whether you would prefer an exchange or refund.
Photographs, where relevant.
We will provide return instructions and the return address. Please package the item securely and keep your courier receipt and tracking details.
6. Refunds
We will assess returned items promptly and notify you of the outcome.
Approved refunds will be made to the original payment method wherever possible. Bank or payment-provider processing times may affect when the funds appear in your account.
Where a statutory refund deadline applies, we will comply with that deadline. Store credit will only be offered as an alternative with your agreement.
7. Personalised Items and Sale Items
Personalised or custom-made items are not eligible for ordinary change-of-mind returns, unless we agree otherwise. Your rights relating to defective or incorrectly supplied goods remain protected.
Sale items remain covered by applicable consumer rights and this policy.
8. Your Consumer Rights
This policy does not exclude or restrict any rights provided by South African consumer law. Where this policy conflicts with applicable law, the law will apply.