Refund policy

KwaNyanga Online

Returns, Refunds & Exchanges Policy

Effective Date: April 2026 | Version 1.0

kwanyangaonline.co.za | +27 75 062 8490

1. Introduction

This Returns, Refunds and Exchanges Policy ('Policy') applies to all purchases made from KwaNyanga Online, operated by [Your Registered Business Name] ('KwaNyanga', 'we', 'us', 'our'). This Policy is governed by and compliant with the Consumer Protection Act 68 of 2008 ('CPA') and its Regulations, which apply to all transactions concluded with consumers in South Africa.

By purchasing from KwaNyanga Online, you acknowledge that you have read and understood this Policy. Nothing in this Policy limits or removes any statutory rights afforded to you under the CPA.

2. Your Rights Under the Consumer Protection Act

In terms of the CPA, you have the following rights as a consumer:

• The right to receive goods that are of good quality, in good working order and free of defects (Section 55 CPA).

• The right to return defective or unsafe goods within six (6) months of delivery and to receive a full refund, replacement or repair at your election (Section 56 CPA).

• The right to receive goods that match the description, sample or representation made at the time of sale (Section 55 CPA).

• The right to be protected against false, misleading or deceptive representations (Section 41 CPA).

• The right to a written record of this policy in plain and understandable language (Section 22 CPA).

These statutory rights cannot be waived, excluded or limited by any agreement between you and KwaNyanga Online. Any clause purporting to do so is void.

3. Products Eligible for Return

3.1 Amabhayi (Ancestral Cloths)

Amabhayi may be returned if:

• The item received is defective, damaged or materially different from what was described or ordered.

• The incorrect item was delivered.

Amabhayi that have been used, washed, worn ceremonially, or spiritually prepared are not eligible for return, as their condition cannot be verified for resale.

3.2 Amabhule (Beads)

Beads may be returned if they are defective or the incorrect colour or material (plastic vs glass) was supplied. Beads that have been cut from the strand, strung, used or handled beyond reasonable inspection are not eligible for return.

3.3 Ritual Bath Salts (Intelezi)

Bath salts may be returned if:

• The incorrect product was delivered and the container is sealed and unopened.

• The container is visibly damaged upon delivery.

Opened bath salt containers are not eligible for return for health and hygiene reasons, in line with Regulation 35 of the CPA Regulations.

3.4 Izibane (Candles)

Candles may be returned if they are defective or the incorrect colour was supplied, provided they are unused and in their original packaging.

3.5 Custom and Made-to-Order Items

Custom beaded necklaces, bracelets, shell accessories and any other item made to your specific instructions are not eligible for return or exchange unless they are defective or materially different from what was agreed in writing at the time of order. This is in accordance with Section 26(2)(b) of the CPA.

3.6 Izimpunzi (Duiker Horns)

Izimpunzi may be returned if they are damaged upon delivery or if the incorrect item was supplied, provided they are unused and returned in the condition in which they were received.

4. Conditions for All Returns

To be eligible for a return under this Policy (where applicable), the following conditions must be met:

• The return must be initiated within ten (10) business days of delivery for quality complaints not covered by the CPA six-month defect period.

• Items must be returned in their original condition, with original packaging where possible.

• Proof of purchase (order confirmation, payment receipt or WhatsApp order record) must be provided.

• A clear description or photograph of the defect, damage or incorrect item must be provided via WhatsApp or email before return shipping is arranged.

• Items must not have been used, altered, spiritually prepared or ceremonially activated.

5. Six-Month Statutory Defect Period (Section 56 CPA)

In terms of Section 56 of the Consumer Protection Act, if any goods supplied by KwaNyanga Online are found to be defective within six (6) months of the date of delivery, you are entitled to return the goods and elect one of the following remedies:

• A full refund of the purchase price, OR

• Replacement of the defective goods with goods of the same type and quality, OR

• Repair of the defective goods (where applicable).

KwaNyanga Online will process your elected remedy within ten (10) business days of receiving the returned goods and confirming the defect. We will cover the cost of return shipping where a valid defect claim is confirmed.

The six-month period runs from the date the goods were delivered to you, not the date of purchase. Keep your delivery confirmation as proof.

6. When Refunds Will Not Be Issued

The following circumstances do not qualify for a return or refund, unless otherwise required by the CPA:

• Change of mind after purchase.

• Products that have been used, worn, washed, altered or spiritually engaged in any way.

• Custom or made-to-order items that match the agreed specification.

• Opened bath salts or other consumable products.

• Items damaged by the customer after delivery.

• Slight variations in bead colour or cloth shade between batches, which are a natural characteristic of handcrafted and traditionally manufactured goods.

• Delays in delivery caused by the courier or circumstances outside our control.

7. How to Initiate a Return

To initiate a return, follow these steps:

• Step 1: Contact us within the applicable return period via WhatsApp (+27 75 062 8490) or email. Provide your name, order reference, a description of the issue and a photograph of the item.

• Step 2: We will assess your return request and respond within two (2) business days to confirm whether your return is approved and provide return instructions.

• Step 3: If approved, return the item using a trackable courier. For defect claims under Section 56 CPA, we will arrange and cover return shipping. For other returns, the customer is responsible for return shipping costs.

• Step 4: Once we receive and inspect the returned item, we will process your refund or replacement within ten (10) business days. Refunds will be made to your original payment method or via EFT.

8. Exchanges

We will exchange items where the incorrect product was delivered or the item is defective, subject to stock availability. If the requested exchange item is not available, a full refund will be offered. Exchanges for change of mind or incorrect size selection are at our discretion and subject to the item being unused and in its original condition.

9. Refund Method and Timing

Approved refunds will be processed as follows:

• Card payments: refunded to the original card within 5 to 10 business days, depending on your bank.

• EFT / instant EFT payments: refunded via EFT to your nominated bank account within 5 business days of providing your banking details.

• SnapScan / Payflex: refunded via the respective platform's reversal process.

KwaNyanga Online will not charge any administrative or handling fees for returns that are processed under the CPA six-month statutory defect provision.

10. Goods Damaged During Delivery

If your order arrives visibly damaged, photograph the packaging and the contents immediately upon receipt before opening fully. Report the damage to us within 48 hours of delivery via WhatsApp with photographic evidence. We will engage the courier on your behalf and arrange a replacement or refund as appropriate. Damage reported more than 48 hours after delivery may be subject to a courier investigation.

11. Quick Reference Summary

Scenario	Return?	Refund?	Timeframe
Defective / damaged goods	Yes	Full refund or replacement	Within 6 months
Wrong item sent	Yes	Full refund or replacement	Within 10 business days
Change of mind	No	No refund	N/A
Custom / made-to-order	No	No refund	N/A
Bath salts (opened)	No	No refund	N/A
Bath salts (sealed, wrong item)	Yes	Full refund or replacement	Within 10 business days

12. Complaints and Dispute Resolution

If you are not satisfied with the outcome of a return or refund request, you may escalate your complaint to the National Consumer Commission (NCC) or approach the Consumer Goods and Services Ombud (CGSO). Contact details for these bodies are available at www.thencc.org.za and www.cgso.org.za respectively.

We are committed to resolving all disputes fairly and in good faith. Our preference is always to resolve matters directly with you before escalation is required.