Refund policy

KRAAL ARTISANS

Website: www.kraalartisans.co.za | Business location: Johannesburg, Gauteng, South Africa

 

1.             Purpose and application

1.1.         This Return and Refund Policy regulates all requests for returns, refunds, exchanges, repairs, replacements, credits and cancellations in respect of goods purchased from Kraal Artisans through the website situated at www.kraalartisans.co.za, any associated online checkout, written quotation, invoice, electronic communication, social media shop or other approved sales channel.

1.2.         This Policy applies to all products sold by Kraal Artisans, including decorative animal skulls and horns, animal skin carpets, hides, leather products, handcrafted home décor, wooden kitchen boards, serving boards and related artisan products from time to time.

1.3.         This Policy must be read together with our Terms and Conditions, Privacy Policy, Shipping and Delivery Policy, quotation, invoice, product description and any written instructions issued by Kraal Artisans.

1.4.         Where any provision of this Policy conflicts with a mandatory provision of South African law, the law shall prevail and the remaining provisions shall continue to apply.

1.5.         Unless expressly stated otherwise, capitalised words in this Policy have the same meaning as in our Terms and Conditions.

2.    Statutory rights are preserved

2.1.         Nothing in this Policy is intended to unlawfully exclude, restrict, waive, avoid or limit any right, remedy, warranty or protection which a consumer may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or any other applicable law.

2.2.         Any limitation, exclusion, return condition, inspection requirement, cost recovery provision or refusal ground in this Policy applies only to the maximum extent permitted by law.

2.3.         Where a transaction is not a consumer transaction under the Consumer Protection Act, Kraal Artisans reserves all common-law and contractual rights, including the right to approve or refuse returns in its discretion, subject to the written terms agreed with the customer.

2.4.         The fact that Kraal Artisans may, in a particular case and without admission of liability, approve a discretionary return, exchange or store credit shall not create a precedent, trade usage, waiver or entitlement in favour of any customer.

3.             Nature of our products

3.1.         Kraal Artisans sells curated, luxury, handmade, natural and artisan products. Many products are unique, once-off, hand-selected, hand-carved, hand-finished, naturally formed, reclaimed, rustic, organic, irregular in shape or made from natural materials.

3.2.         Products made from animal-derived materials, wood, leather, hide, horn, bone, skin or other natural materials may display natural variation, including colour variation, scars, scratches, grain patterns, hair direction, hair length, asymmetry, texture differences, natural markings, shade differences, knots, pores, cracks, patina, horn variation, odour, and hand-finishing differences.

3.3.         These characteristics form part of the nature, identity and value of artisan and natural products and do not, by themselves, constitute a defect, non-conformity, poor workmanship, misrepresentation or ground for rejection.

3.4.         Product images are intended to be as accurate as reasonably possible, but colours, shadows, finishes, scale and textures may appear differently because of lighting, photography, editing, device screens, display settings, camera angle and the natural form of the item.

3.5.         Customers must satisfy themselves, before purchase, that the product, dimensions, colour family, approximate weight, style, finish and intended use are suitable for their space, purpose and décor requirements.

4.             Summary of main return categories

5.             Electronic transaction cooling-off rights

5.1.         Where a consumer concludes an electronic transaction with Kraal Artisans and the Electronic Communications and Transactions Act applies, the consumer may, subject to the statutory exceptions, cancel the transaction without reason and without penalty within 7 days after the date of receipt of the goods.

5.2.         To exercise this right, the consumer must send a written cancellation notice to Kraal Artisans within the 7-day period, together with the order number, product details and contact information.

5.3.         The consumer shall be liable only for the direct cost of returning the goods to Kraal Artisans, unless Kraal Artisans has delivered defective, unsafe, incorrect or materially misdescribed goods, in which case the statutory position shall apply.

5.4.         Kraal Artisans shall refund the consumer in accordance with the Electronic Communications and Transactions Act, subject to lawful deductions or cost recovery permitted by law, including direct return costs where applicable.

5.5.         The 7-day cooling-off right does not apply where the law excludes it, including goods made to the consumer’s specifications, clearly personalised goods, goods that by reason of their nature cannot be returned, goods likely to deteriorate rapidly, audio/video/software products unsealed by the consumer, newspapers/periodicals/magazines and other statutory exclusions.

5.6.         For purposes of Kraal Artisans, the exclusions may include, without limitation, custom-mounted skulls, engraved boards, custom-sized hides, specially sourced products, specially commissioned products, personalised products, products altered at the customer’s request, or products which cannot lawfully or hygienically be returned after handling, installation, use or alteration.

6.             Direct marketing cooling-off rights

6.1.         If an agreement arose from direct marketing, the consumer may have a separate cooling-off right under the Consumer Protection Act, namely the right to rescind the agreement within 5 business days after the later of the date on which the agreement was concluded or the date on which the goods were delivered.

6.2.         Where this right is validly exercised, the goods must be returned in accordance with the Consumer Protection Act and this Policy, and Kraal Artisans shall process the refund in the manner required by law.

6.3.         Nothing in this clause shall be construed as an admission that every online sale by Kraal Artisans constitutes direct marketing. Each case will be assessed on its own facts.

7.             Defective, unsafe or poor-quality goods

7.1.         If goods supplied by Kraal Artisans are unsafe, defective, not reasonably suitable for the purpose generally intended, not of good quality, not in good working order, not durable for a reasonable period, or otherwise fail to meet the standards required by applicable law, the consumer may have statutory remedies.

7.2.         Subject to the Consumer Protection Act, a consumer may return defective goods within 6 months after delivery and may direct Kraal Artisans to repair, replace or refund the defective goods, where the requirements of the Act are met.

7.3.         If Kraal Artisans repairs goods under the statutory warranty and the failure, defect or unsafe feature is not remedied or recurs within the statutory period applicable to repaired goods, the consumer may be entitled to a replacement or refund in accordance with law.

7.4.         A product shall not be regarded as defective merely because it contains natural variation, visible handmade characteristics, natural markings, asymmetry, patina, colour variation, ordinary wear and tear, ageing, minor shedding, natural odour, or any condition disclosed to and accepted by the customer prior to purchase.

7.5.         No statutory or contractual remedy shall apply where the alleged defect, damage or failure was caused by misuse, abuse, neglect, incorrect installation, incorrect mounting, dropping, impact, water exposure, heat exposure, chemicals, pests, pet damage, unauthorised repair, alteration, failure to follow care instructions, ordinary wear and tear, or any other cause arising after delivery and not attributable to Kraal Artisans.

8.             Incorrect goods, short deliveries and particular purpose

8.1.         If Kraal Artisans delivers goods that are materially different from those ordered, or delivers a mixed order containing goods the customer is entitled to reject, the customer must notify Kraal Artisans as soon as reasonably possible after delivery.

8.2.         Where the Consumer Protection Act applies and the statutory requirements are met, the customer may return such goods within the period prescribed by law, and Kraal Artisans shall bear the risk and expense of the return as required by law.

8.3.         If, before purchase, the customer expressly informed Kraal Artisans of a particular purpose for which the goods were required, and Kraal Artisans expressly confirmed that the goods were suitable for that purpose, the customer may have a statutory right to return the goods within 10 business days after delivery if the goods are unsuitable for that particular purpose.

8.4.         General décor preferences, subjective aesthetic preferences, colour expectations, room-design assumptions, measurements not confirmed with Kraal Artisans, or uses not expressly communicated and accepted in writing by Kraal Artisans shall not constitute a particular purpose accepted by Kraal Artisans.

9.             Products not eligible for ordinary change-of-mind returns

9.1.         Subject always to non-excludable statutory rights, the following products are not eligible for ordinary change-of-mind returns, refunds or exchanges:

9.1.1.    bespoke, personalised, engraved, custom-made, commissioned, custom-mounted, custom-cut, custom-sized, custom-finished, custom-treated or made-to-specification products;

9.1.2.    products specially sourced, specially imported, specially reserved, specially procured or held aside at the customer’s request;

9.1.3.    unique or one-of-one products where the customer received sufficient opportunity to examine photographs, descriptions, dimensions and disclosed characteristics before purchase;

9.1.4.    animal hides, skins, leather or natural-fibre products that have been used, walked on, vacuumed, brushed, washed, exposed to pets, exposed to odours, stained, creased, cut, folded improperly, treated, contaminated or otherwise changed after delivery;

9.1.5.    decorative skulls, horns, wall décor or display items that have been mounted, drilled, glued, altered, dropped, cracked, broken, scratched, treated, painted, cleaned with chemicals or installed;

9.1.6.    wooden boards that have been used, washed, oiled, cut on, engraved after delivery, exposed to water, exposed to heat, placed in a dishwasher, stained, cracked due to misuse, or otherwise altered;

9.1.7.    sale, clearance, discounted or promotional products, except where a return is required by law; and

9.1.8.    any product which cannot lawfully, safely, hygienically or practically be returned because of its nature, condition, regulatory status, permit requirements or the manner in which it has been handled after delivery.

9.2.     The above exclusions do not apply to the extent that the customer proves a statutory defect, unsafe feature, material misdescription or other non-excludable legal ground for return.

10.         Condition of returned goods

10.1.      All returned goods must be unused, unaltered, undamaged, clean, complete, uninstalled, unmounted, free of odours, free of stains, free of pet hair, free of contaminants and in their original condition.

10.2.      All original packaging, labels, accessories, inserts, certificates, care cards, authenticity notes, mounting components and documentation must be returned with the product where reasonably applicable.

10.3.      If goods are returned in a condition that is not suitable for resale, Kraal Artisans may reject the return or impose a reasonable charge for use, depletion, damage, cleaning, repackaging, restoration, missing items or loss in value, to the extent permitted by law.

10.4.      A customer must not attempt to repair, clean, polish, treat, glue, repaint, oil, wash, cut, trim, drill, mount, disassemble or alter a product before returning it, unless expressly instructed in writing by Kraal Artisans.

11.         Return procedure

11.1.      To request a return, the customer must send a written return request to kraalboneart@gmail.com within the applicable statutory or policy period.

11.2.      The return request must include the order number, customer name, contact details, product name, delivery date, reason for return, requested remedy and clear photographs of the product, packaging and any alleged defect or damages.

11.3.      Kraal Artisans may request further information, photographs, video, courier records, payment proof, identity verification, supplier information or any other reasonably necessary details to assess the request.

11.4.      Kraal Artisans may issue a written return authorisation and return instructions. The issue of a return authorisation does not constitute an admission of liability or final approval of a refund.

11.5.      Goods must be packaged securely and adequately for return transport. The customer must use appropriate protective packaging and must not return fragile, heavy, irregular or high-value items in a manner that exposes them to damage.

11.6.      Unauthorised returns, returns sent to the wrong address, returns sent without identifying information, or returns sent without adequate packaging may be refused or delayed, without prejudice to any statutory rights.

12.         Return costs, courier risk and insurance

12.1.      For ordinary change-of-mind returns under the Electronic Communications and Transactions Act, the consumer shall be responsible for the direct cost of returning the goods, unless the law provides otherwise.

12.2.      For returns arising from defective, unsafe, incorrect or materially misdescribed goods, Kraal Artisans shall bear the risk and expense of return where required by the Consumer Protection Act or other applicable law.

12.3.      For discretionary returns approved by Kraal Artisans outside statutory rights, all courier costs, packaging costs, insurance costs, handling costs and return risks shall be for the customer’s account unless Kraal Artisans agrees otherwise in writing.

12.4.      Kraal Artisans strongly recommends that high-value, fragile, irregular or unique products be returned using a reputable courier with tracking and appropriate insurance. Kraal Artisans shall not be liable for loss or damage in transit where the return is at the customer’s risk.

12.5.      If Kraal Artisans arranges a collection for convenience, this shall not necessarily mean that Kraal Artisans has accepted liability for the return costs or approved the refund. Return-cost responsibility will be determined in accordance with law and this Policy.

13.         Inspection and assessment

13.1.      All returned goods are subject to inspection by Kraal Artisans, its supplier, artisan, courier, insurer or appointed representative.

13.2.      Inspection may include assessment of the product condition, packaging, usage, installation marks, alteration, moisture exposure, heat exposure, chemical exposure, odour, stains, pet damage, scratches, cracks, missing parts, natural characteristics, disclosed features and alleged defect.

13.3.      Kraal Artisans shall use reasonable endeavours to assess a returned product within a reasonable period after receipt, depending on the nature of the product, availability of the supplier or artisan, courier investigation, insurer requirements and complexity of the complaint.

13.4.      Kraal Artisans may refuse a return, refund, exchange, repair or replacement where the product is found not to be defective, where the complaint relates to a disclosed or inherent characteristic, where the product has been damaged after delivery, or where the customer has failed to comply with this Policy.

13.5.      If a defect or statutory ground is confirmed, Kraal Artisans shall provide the remedy required by law and, where applicable, the remedy elected by the consumer under the Consumer Protection Act.

14.         Refunds

14.1.      Refunds will be processed only after Kraal Artisans has approved the refund or is required by law to refund the customer.

14.2.      Where an ECTA cooling-off cancellation is validly exercised, Kraal Artisans shall process the refund within the period required by the Electronic Communications and Transactions Act, subject to lawful deductions or direct return costs where applicable.

14.3.      In all other approved cases, refunds will be processed within a reasonable period after inspection and approval, subject to bank processing times, payment gateway processing times, fraud checks and verification requirements.

14.4.      Refunds will ordinarily be made to the original payment method or original payer. Kraal Artisans may require proof of identity, proof of bank account and proof of payment before processing any refund.

14.5.      Delivery fees, special packaging fees, permit fees, special procurement costs, insurance costs, storage costs and other third-party charges are not refundable once incurred, except to the extent that a refund is required by law.

14.6.      If a product was purchased as part of a bundle, promotion, discount or voucher transaction, Kraal Artisans may adjust the refund to reflect the actual amount paid for the returned product and any effect on the promotional pricing, to the extent permitted by law.

14.7.      No refund will be processed while a product is still in the customer’s possession, unless Kraal Artisans agrees otherwise in writing or is required by law to do so.

15.         Exchanges and store credits

15.1.      Exchanges are subject to product availability and are not guaranteed.

15.2.      Because many Kraal Artisans products are unique or one-of-one, an identical replacement may not be available. In such circumstances, and where legally permissible, Kraal Artisans may offer a repair, replacement with a materially similar product, store credit, refund or another agreed remedy

15.3.      Store credits may be issued only where agreed by the customer or where lawfully offered as a discretionary remedy. Store credits are not redeemable for cash unless required by law.

15.4.      If the replacement product is more expensive than the returned product, the customer must pay the difference before dispatch. If the replacement product is less expensive, Kraal Artisans shall deal with the difference by refund or store credit, as agreed or required by law.

16.         Damaged deliveries

16.1.      The customer must inspect the product and packaging as soon as reasonably possible after delivery.

16.2.      If the packaging is visibly damaged, torn, crushed, wet, opened, tampered with or otherwise compromised on delivery, the customer should record this with the courier, take clear photographs before opening the parcel and notify Kraal Artisans as soon as possible.

16.3.      Any delivery-damage complaint should include photographs of the outer packaging, inner packaging, courier label, waybill, product and alleged damage.

16.4.      Failure to report delivery damage promptly may prejudice courier or insurance claims, but shall not unlawfully limit any non-excludable statutory rights.

16.5.      The customer must retain all packaging until Kraal Artisans confirms that the courier, insurer or supplier no longer requires it for investigation.

17.         Animal-derived products, legality and permits

17.1.      Certain animal-derived products, specimens, parts or derivatives may be subject to environmental, biodiversity, conservation, veterinary, taxidermy, transport, import, export or permit requirements.

17.2.      Kraal Artisans may refuse, delay or restrict any return, exchange or replacement where the return, transport, export, import, possession or further dealing with the product may be unlawful, permit-dependent, unsafe or impractical.

17.3.      Unless expressly agreed in writing, Kraal Artisans sells for delivery within the Republic of South Africa only. Any cross-border return, export or re-import request must be approved in writing and may require permits, customs documents, veterinary documents or other lawful authority.

17.4.      The customer shall not export, re-export, transport, resell, modify, destroy, conceal or otherwise deal with any animal-derived product in contravention of applicable law.

18.         Fraud, chargebacks and abusive returns

18.1.      Kraal Artisans reserves the right to refuse, suspend or investigate any return, refund or exchange request where there is suspected fraud, abuse, misrepresentation, identity misuse, payment irregularity, product swapping, tampering, false courier claim, false defect allegation or chargeback abuse.

18.2.      If a customer initiates a chargeback or payment dispute after receiving goods, Kraal Artisans may suspend any refund or exchange process pending resolution of the dispute, without prejudice to the customer’s statutory rights.

18.3.      Kraal Artisans may recover from the customer any loss, bank charges, courier costs, legal costs, collection costs or damages arising from fraudulent or abusive conduct, to the extent permitted by law.

18.4.      Kraal Artisans may refuse future orders from customers who repeatedly abuse return processes, submit false claims, threaten unlawful reputational harm, or act in a manner that creates unreasonable risk to Kraal Artisans, its staff, suppliers or service providers.

19.         Care instructions and post-delivery damage

19.1.      The customer must comply with all product care instructions, including care instructions relating to hides, skins, leather, wood, decorative skulls, horns and handmade finishes.

19.2.      Kraal Artisans shall not be liable for damage caused by failure to follow care instructions, including soaking, machine washing, tumble drying, excessive vacuuming, use of harsh chemicals, exposure to direct heat, moisture, prolonged direct sunlight, pests, pets, rough handling, incorrect mounting or improper storage.

19.3.      Wooden boards must not be placed in a dishwasher, soaked, left wet, exposed to open flame, stored damp or neglected. Natural wood movement, patina and surface wear may occur over time and do not necessarily constitute defects.

19.4.      Decorative skulls and horns must be handled and installed with care. Kraal Artisans is not liable for damage, injury or loss caused by improper mounting, inadequate wall support, unsuitable fixtures, falling objects or third-party installation.

20.         Complaints and escalation

20.1.      Complaints must be submitted in writing to kraalboneart@gmail.com The complaint must include sufficient detail and supporting documentation to enable Kraal Artisans to investigate the issue properly.

20.2.      Kraal Artisans shall take reasonable steps to investigate and respond to complaints within a reasonable period.

20.3.      The customer must afford Kraal Artisans a reasonable opportunity to inspect the product, obtain supplier input, obtain courier input and propose a lawful remedy before initiating a chargeback, publishing allegations or instituting proceedings, unless urgent statutory or safety considerations apply.

20.4.      Nothing in this Policy prevents a consumer from approaching the National Consumer Commission, a consumer court, an applicable ombud, an alternative dispute resolution body or any other competent forum available in law.

21.         Amendments

21.1.      Kraal Artisans may amend this Policy from time to time by publishing an updated version on its website.

21.2.      The Policy applicable to a purchase shall be the version in force when the order is placed, unless a change is required by law or expressly accepted by the customer.

21.3.      Continued use of the website after publication of an amended Policy constitutes acceptance of the amended Policy for future transactions.

22.         Final provisions

22.1.      If any provision of this Policy is found to be unlawful, invalid or unenforceable, that provision shall be severed to the minimum extent necessary and the remaining provisions shall continue in full force and effect.

22.2.      No indulgence, relaxation or failure by Kraal Artisans to enforce this Policy shall constitute a waiver of any right.

22.3.      This Policy is governed by the laws of the Republic of South Africa.

22.4.      For all return and refund queries, customers may contact Kraal Artisans at kraalboneart@gmail.com

KRAAL ARTISANS

Luxury artisan décor | Johannesburg, Gauteng | www.kraalartisans.co.za