Refund policy

Last updated: 12 May 2026

We want you to be happy with your purchase. Because we sell pre-owned and thrifted items, please read this policy carefully before ordering.

This policy complies with the Consumer Protection Act, 68 of 2008 (CPA).

 

Our 14-Day Return Window

If the item you received does not match its listed description or condition, you may request a return within 14 days of delivery.

To be eligible for a return:

  • You must contact us within 14 days of receiving your order

  • The item must be in the same condition as when it was delivered to you

  • You must provide your order number and a description (and photos) of the discrepancy

 

What We Cannot Accept Returns For

Because our items are pre-owned, we do not accept returns for:

  • General wear, ageing, or characteristics consistent with the listed condition

  • Change of mind after purchase

  • Items that match their listed description and photographs

  • Items purchased on sale or at a discounted price, unless the item is defective or does not match its listed description

We describe and photograph all items accurately before listing. If you are unsure about an item, please contact us before purchasing at info@kaggenthreads.co.za.

 

Defective Items - Your CPA Rights

Regardless of the above, the Consumer Protection Act gives you the right to return a defective item within 6 months of delivery and choose one of the following:

  • A repair

  • A replacement (if available)

  • A full refund

A "defect" means a fault or unsafe characteristic that was not disclosed at the time of purchase and was not reasonably apparent from the item's condition grade or photographs.

 

CPA Cooling-Off Right (Direct Marketing)

If you purchased as a result of direct marketing (e.g. via an email promotion), you have the right to cancel your order within 5 business days of receiving the goods, without penalty, in accordance with the CPA.

 

How to Request a Return

  1. Email us at info@kaggenthreads.co.za with your order number, photos of the item, and a description of the issue

  2. We will respond within 2 business days to assess your request

  3. If approved, we will provide a return address and instructions

  4. Once we receive and inspect the returned item, we will process your refund or replacement

 

Return Shipping Costs

  • If the item does not match its description or is defective: we cover the return shipping cost

  • For CPA cooling-off period returns: return shipping is at your cost

 

Refund Processing

Approved refunds will be processed within 5–7 business days of us receiving the returned item, back to your original payment method. Please allow additional time for your bank to reflect the refund.

 

Contact Us

Email: info@kaggenthreads.co.za Phone: +27 83 357 1838