If a toy is not right, we will make it right. This policy explains how to return something to us and sets out your rights under the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”) and the Consumer Protection Act 68 of 2008 (“CPA”). Nothing in this policy limits those rights.
1. Changed your mind? You have 7 days
Because you bought online, section 44 of ECTA gives you a cooling-off right: you may cancel your order without giving a reason and without penalty within 7 days of receiving the goods.
- The item must be unused, complete, and in its original packaging with all parts, manuals and accessories.
- Email hello@kabookids.co.za with your order number to start the return, and we will send you the return address and instructions.
- We will refund the full purchase price within 30 days of the cancellation.
- The direct cost of returning the goods to us is for your account, as ECTA permits.
- If the item comes back to us used, incomplete or damaged, we may reduce the refund to reflect the loss in value.
2. Faulty, defective or unsafe goods — 6 months
Under sections 55 and 56 of the CPA, every item we sell must be safe, of good quality, in working order and free of defects. If an item fails, is defective or turns out to be unsafe within 6 months of delivery, you may return it to us at our cost and you choose one of the following:
- a full refund of the price paid; or
- a replacement of the item; or
- repair of the item.
We do not charge you for the return of defective goods, and we do not require you to accept a credit note instead of a refund. If a repaired item fails again within three months of the repair, you may choose a refund or a replacement.
3. Damaged in transit, wrong item, or missing parts
Please check your parcel when it arrives. If the item was damaged in transit, we sent you the wrong thing, or parts are missing, email hello@kabookids.co.za within 48 hours of delivery with your order number and photographs. We will collect the item at our cost and send a replacement or refund you in full — whichever you prefer.
4. What we cannot take back
For hygiene and safety reasons we cannot accept a change-of-mind return of items that have been used, assembled, washed or that arrive back without their original packaging, unless the item is defective. This does not affect your rights under section 2 above.
5. How refunds are paid
- Refunds are paid to the original payment method or by EFT to a bank account in the name of the account holder who paid.
- We process approved refunds within 5 business days of receiving and inspecting the returned item, and always within the 30 days that ECTA requires.
- Your bank may take a further 3–10 business days to reflect the money in your account.
6. Orders cancelled before dispatch
If you cancel before we have dispatched your order, email us as soon as possible and we will cancel it and refund you in full, with no charge.
7. How to reach us
All returns start with an email to hello@kabookids.co.za. Please include your order number, what is wrong, and photographs where relevant. Please do not send anything back before we have confirmed the return with you — unannounced parcels are hard to match to an order.
If we cannot resolve a complaint to your satisfaction, you may refer the matter to the National Consumer Commission or an accredited consumer ombud under the CPA.