Refund and Returns Policy

Returns, Refunds, Cancellation and Delivery Policy

Kamel Kross — Terms and Conditions of Sale

Last updated: 28 October 2026

Thank you for shopping with Kamel Kross. These terms explain how we handle orders, payments, deliveries, cancellations, returns and refunds for purchases through kamelkross.com.

1. Orders and Payments

All orders are subject to stock availability and payment confirmation. Prices are shown in South African rand (ZAR). Applicable delivery charges and the total amount payable will be displayed before you complete your purchase.

Please check your items, sizes, delivery address and contact details before submitting your order.

If an item becomes unavailable after payment, we will notify you promptly and refund the amount paid for the unavailable item. We will only substitute an item with your agreement.

2. Delivery

We deliver to the locations available at checkout. Delivery charges and estimated delivery times will be provided before you place your order. Any different arrangements for pre-orders or custom-made items will be communicated before purchase.

Delivery times are estimates unless we expressly agree to a specific deadline. If a delay occurs, we will provide an update and explain the available options.

If we do not fulfil your order within 30 days, or another period agreed with you, you may cancel by giving seven days’ written notice, where applicable under South African law. Any additional statutory cancellation rights remain available.

Please provide an accurate delivery address and ensure that someone is available to receive the parcel. Where an incorrect address or missed delivery causes additional courier costs, we will explain and agree any reasonable redelivery charge with you before proceeding.

Kamel Kross remains responsible for the goods until delivery as required by law. If your parcel is lost, arrives damaged or contains the wrong items, contact us so we can investigate and arrange an appropriate resolution.

3. Order Cancellations

If the order has not been dispatched, we will cancel standard, non-personalised items and refund the amount paid.

If the order has already been dispatched, the applicable cooling-off or returns process will apply. Dispatch does not remove your statutory cancellation rights.

Personalised or custom-made orders may have different cancellation conditions. These will be disclosed before purchase, and any lawful cancellation charge will be explained.

4. Online Cooling-Off Rights

For qualifying online purchases, you may cancel without giving a reason or paying a penalty within seven calendar days after receiving your goods, under the Electronic Communications and Transactions Act.

Only the direct cost of returning the goods may be charged. Payments covered by this cancellation right will be refunded in full within 30 days of cancellation.

Statutory exceptions may apply, including to goods made to your specifications or clearly personalised.

5. Our 14-Day Returns and Exchange Policy

In addition to your statutory rights, you may request a change-of-mind return or size exchange within 14 calendar days of delivery.

For this voluntary return option, items must be:

Unworn and unwashed, apart from being tried on.
In their original condition, with tags attached.
Free from stains, odours, damage or alterations.

Please provide your order number or other proof of purchase.

Size 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 restrict your statutory rights concerning defective, damaged or incorrectly supplied goods.

6. Defective, Damaged or Incorrect Items

Please notify us as soon as you discover a problem. Include your order number, a description of the issue and photographs where possible. A delay in reporting does not automatically remove your statutory rights.

If goods fail to meet the quality requirements of the Consumer Protection Act, you may return them within six months of delivery, at our risk and expense, and choose a repair, replacement or refund as provided by the Act.

If a repair fails to resolve the problem, or another defect arises within three months of the repair, we will replace the goods or refund you as required by law.

Normal wear and tear, misuse and damage caused by failing to follow care instructions are not manufacturing defects.

7. Return and Exchange Delivery Costs

For voluntary change-of-mind returns or size exchanges, you are responsible for the direct return delivery cost. Any charge to deliver an exchanged item will be explained before you proceed.

For defective, damaged-on-arrival or incorrectly supplied goods, Kamel Kross will cover the necessary return and replacement delivery costs.

Original delivery charges for voluntary returns outside the statutory cooling-off period are not refundable unless required by law.

8. How to Request a Return

Your name and order number or proof of purchase.
The item you wish to return.
The reason for your request.
Whether you would prefer a refund or exchange.
Photographs, where relevant.

We will provide the return address and instructions. Please package the item securely and retain your courier receipt and tracking details.

Contacting us for instructions helps us process your return; it does not make your statutory rights subject to our approval.

9. Refunds

We will assess returns promptly and communicate the outcome. Refunds will normally be issued to the original payment method. If this is not possible, we will agree on a suitable alternative with you.

Refunds will reflect the amount actually paid for the returned goods, including any applicable discount. Store credit will only replace a monetary refund with your agreement.

We will comply with all statutory refund deadlines. For qualifying online cooling-off cancellations, refunds will be made within 30 days of cancellation. Where stock is unavailable, payments will be refunded within 30 days of notifying you.

Your bank or payment provider may take additional time to display a processed refund. We will provide payment confirmation on request.

10. Sale and Personalised Items

Sale items remain covered by this policy and applicable consumer law. A discount does not remove your rights concerning defective or incorrectly supplied goods.

Personalised or custom-made goods are excluded from our voluntary change-of-mind returns unless agreed otherwise. Your statutory rights concerning their quality and correct supply remain protected.

11. Product Information and Website Use

We aim to display product descriptions, sizes, colours and prices accurately. Screen settings may affect how colours appear, but products must still match their description in all material respects.

If we identify a material error affecting your order, we will contact you to resolve it fairly and in accordance with the law.

Kamel Kross branding, photographs and website content may not be reproduced commercially without permission or another lawful basis.

Personal information is handled in accordance with our separate Privacy Policy.

12. Consumer Rights and Disputes

These terms are governed by South African law and do not exclude or limit rights under the Consumer Protection Act, the Electronic Communications and Transactions Act or other applicable legislation.

Please contact us first so we can try to resolve any complaint. You may also approach an appropriate consumer protection body, ombud or court.

Updates apply to future purchases and will not retrospectively reduce your rights under an existing order.

13. Business and Contact Details

Trading name: Kamel Kross
Email: info@kamelkross.com or returns@kamelkross.com
Telephone: +27 67 102 3564
Website: https://kamelkross.com

Please contact us for return instructions before sending a parcel.