Refund Policy

KasiRoots operates as a marketplace under the Consumer Protection Act 68 of 2008 (CPA). Buyers have the right to return eligible items within 14 days of receipt. Sellers are required to honour this policy as a condition of selling on the platform.

You may request a return within 14 calendar days of the date you receive your order. The 14-day window begins the day your tracking status updates to "Delivered" or the day you physically receive the item — whichever is earlier.

Items are eligible for return if they are:

• Unused, unworn, and in their original condition with all tags attached.
• In original packaging (where applicable).
• Not on the non-refundable items list below.

Items may also be returned regardless of condition if they are:

• Significantly different from the description or photos on the listing.
• Damaged or defective upon arrival.
• The wrong item was sent.

The following items cannot be returned unless damaged, defective, or materially misdescribed:

• Personalised or custom-made items.
• Perishable goods (e.g., food, flowers).
• Digital downloads or virtual items.
• Intimate apparel and swimwear (for hygiene reasons).
• Items marked as "Final Sale" at the time of purchase.

1. Go to My Account → Orders and select the relevant order.
2. Click "Report an Issue" and select the reason for your return.
3. Upload clear photos of the item(s) and, if applicable, the damage or discrepancy.
4. Submit your request. You will receive a confirmation email within 24 hours.

The seller will be notified and has 3 business days to respond. If no response is received, or if the evidence supports your claim, KasiRoots will issue a refund automatically.

If the return is due to a defect, damage, or incorrect item, the seller bears the return shipping cost. A prepaid return label will be provided.

If the return is a change of mind (buyer's preference), the buyer bears the return shipping cost. Return shipping must be via a trackable courier service.

Once the seller confirms receipt of the returned item (or KasiRoots rules in the buyer's favour), the refund will be processed within:

• 3 business days — back to the original payment method via PayFast.
• 5–10 business days — for funds to appear in your account, depending on your bank.

Shipping costs paid at checkout are non-refundable unless the return is due to a seller error or defect.

Sellers must:

• Respond to return requests within 3 business days.
• Accept eligible returns as described in this policy.
• Provide a return shipping label within 48 hours of a confirmed defect/error return.
• Maintain a return rate below 10% of total orders.

Repeated failure to honour refunds will result in store suspension.

KasiRoots does not facilitate direct exchanges. If you would like a different size or colour, please return the original item following the process above and place a new order.

If you have questions about a refund, contact our support team at support@kasiroots.co.za or raise an issue directly from your order page.