We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it, or credit your account, subject to the below terms. This Policy applies to products bought from KGORO itself and from Third Party Sellers.
This Policy forms part of the KGORO Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products.
package your products safely and securely for protection during transit.
clearly mark your return reference number on the outside of the parcel; and
include all accessories and parts that were sold with the product.
Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
1: Unwanted products
You can return an unwanted product to us at no charge, provided:
it is undamaged and unused, with the original labels and stickers still attached.
save in relation to reconditioned products and used products, it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
It is not missing any accessories or parts.
you log a return on the Website within 30 days of delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective: and
It is not one of the products listed below.
Changed your mind?
Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:
A digital product such as an eBook, electronic voucher, gaming code or other digital download.
An audio or video recording or computer software that has been unsealed.
A periodical or magazine.
A foodstuff, beverage or other product intended for everyday consumption.
a nursing or maternity product, an infant bottle, infant feeding product or bottle accessory that has been unsealed, including (but not limited to) breast pumps, bottles, teats, soothers/pacifiers, formula, maternity underwear, nappies and wipes.
A beauty product or fragrance which has been used.
An intimate product, lingerie, swimwear, bodysuit, underwear or jewellery for piercings, which for hygienic and public health reasons may not be returned; or
A product which has been personalised for you or made to your specifications; or
A flatpack furniture product that has been assembled after delivery.
We will collect the product from you at no charge. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
Want to exchange?
Fashion and sportswear products can be exchanged for a different size or colour variation, provided that such variation is available. A reconditioned product or used product can only be exchanged for a variation of the same reconditioned product or used product if such variation is available. In such a case, we will collect the product from you and deliver the requested product to you at no charge. If such variation is not available, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
We are entitled to inspect the product to validate your return. Please refer to our FAQs for some advice on making sure that your product is returnable under this section.
Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. 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 credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
2: Products damaged on delivery.
Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website.
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 is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).
3: Defective products
We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
faults resulting from normal wear and tear.
damage arising from negligence, user abuse or incorrect usage of the product.
damage arising from electrical surges or sea air corrosion.
damage arising from a failure to adequately care for the product.
damage arising from unauthorized alterations to the product.
Where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
in relation to used products, signs of handling and/or repackaging.
Consumable products
KGORO does not take returns on perishable goods should you have a problem with such a product please communicate such issues immediately, refunds can however be instituted in some cases at KGOROs discretion. KGORO will take up any issues with suppliers and Suppliers of defective or unsatisfactory products can be removed from the KGORO website without notice.
Standard Warranty
If you have received a product which turns out to be defective or otherwise of poor quality (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below).
You can do so by logging a return on the Website (www.KGORO.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 is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund.
Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6-month period.
Where you request a repair / replacement of a reconditioned product or used product and a repair is not possible, we will see if we have a replacement reconditioned product or used product in stock (which is the same product, of the same nature and type, as the one sold), but if we do not, we will credit / refund you. A product in perfect condition (that is not a reconditioned product or used product) is not the same product as a reconditioned product or used product. Therefore, reconditioned products and used products are discounted, compared to products in perfect condition.
Extended Supplier Warranty
A product may have a supplier warranty that extends beyond the 6-month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery / collection (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the product.
You can do so by logging a return on the Website (www.KGORO.co.za), and we will facilitate your return of the product to the supplier at no charge. Unfortunately, we cannot facilitate returns that fall outside of the extended supplier warranty period.
Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.
It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy it can offer you. KGORO is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, if the supplier or manufacturer has offered you a repair / replacement within the applicable extended supplier warranty and it takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund directly from us.
PLEASE NOTE: Certain reconditioned products and used products do not have extended supplier warranties and this will be made clear on the product description page.
Direct Warranty
A direct warranty product is a product for which the relevant manufacturer wishes to manage defective returns itself, directly with the customer, and not through KGORO.
If a direct warranty product turns out to be defective or otherwise of poor quality, please notify us and we will provide you with the relevant manufacturer’s contact details. Alternatively, you can notify the relevant manufacturer directly if you already have its details. The relevant manufacturer will then assist further, but if you have any difficulty, please let us know and we will be happy to assist you where we can.
Damaged or defective Large Appliances items can be returned within 7 days in accordance with our returns policy. After 7 days the supplier will come to you to inspect the product and assist you with a possible repair, replacement or refund. In the event of a refund, it will be done by KGORO. Our Customer Service Team will provide you with the supplier details when you as customer log the problem.
Other than this, the same limits and general principles of the standard warranty and extended supplier warranty apply to direct warranty products.
4: Charges and refunds
If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return, or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.
If you return a product that does not comply with this Policy, you may be liable to reimburse KGORO for the cost of collecting the product from you and the cost of having the product returned to you.
Please note that we only refund to the payment method that you originally used – i.e., payment by credit card will be refunded to the same credit card, payment by Instant EFT.
