Refund policy
We want you to be happy with your purchase. If you are not completely satisfied, you can return the item to us and we will either repair / replace it, or issue a credit / refund, subject to the terms below.
In general, you can return an unwanted product to us at no charge, provided:
- it is undamaged and unused, with the original labels still attached;
- it is in the original packaging, which must be undamaged and in its original condition;
- it is not listed in section 4 - Products not eligible for return; and
- you email online@kznsagallery.co.za within 7 days of delivery to you or collection by you of the unwanted product.
We will collect the product from you at no charge. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.
Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference). Please bear in mind that refunds can take 1-4 working days to reflect in your account. We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition, or missing any parts.
If we accidentally deliver the wrong product to you or if the product is not as described on the Website please notify us within 7 days of delivery to you and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available), or issue a credit for the purchase price of the product within 8 days of the return (or refund you if that is your preference).
Should a product be damaged at the time of delivery / collection, please notify us of such delivery / collection by emailing online@kznsagallery.co.za within 48 hours of delivery to you.
We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, repair / replace the product as soon as possible (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on availability.
Please bear in mind that almost all the items on our site are handmade and unique and, as such, will have slight variations in size, finish and colour.
The growing global appreciation of handmade work lies in its originality, and that it bears the mark and character of the maker.
We do our best to ensure that the products we deliver to you are high quality handmade items and without defects. Many items are collectable and for decorative purposes only. Using these to perform functions not intended, or where finishes are unsuitable, does not qualify as defective.
A defect is where the structure and/or materials fail and render the item unusable.
The following will NOT be regarded as defects and will not entitle you to a return under this section 4:
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from sea air corrosion or humiditure changes;
- damage arising from a failure to adequately care for the product.
Standard Warranty
If you have received a product which turns out to be defective, please notify us as soon as reasonably possible, within 14 days after delivery / collection of the product.
You can do so by by emailing online@kznsagallery.co.za, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, repair / replace the product (if such repair / replacement is possible) or issue a credit with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.
Please provide suitable packaging for returning the product (it need not be the original packaging), as well as any other parts that were sold with the defective item when you return it to us – regardless of whether you request a repair / replacement or a refund. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.
If you are shipping an item over R450, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.