Refund policy

Kanoodle Refund & Returns Policy

Last updated: 27 July 2026

Kanoodle wants you to love your purchase. This policy explains your rights and our process for returns, exchanges, and refunds, in line with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). This policy forms part of the Kanoodle Comprehensive Website Policies.

1. Your Right to Cancel (Cooling-Off Period)

Because Kanoodle sells to you online (an “electronic transaction” / direct marketing transaction), you have the right under section 44 of ECTA to cancel an eligible electronic transaction for goods within seven days after receiving the goods, without giving a reason. The consumer may be responsible only for the direct cost of returning the goods.

ECTA contains exceptions, including certain goods that, by their nature, cannot be returned or are likely to deteriorate or expire rapidly. Whether an exception applies depends on the particular product and circumstances; Kanoodle will not apply an exception more broadly than the law permits. Kanoodle’s voluntary 14-day return period does not reduce any cooling-off right that applies under ECTA.

2. Returns for Defective, Unsafe, or Misrepresented Goods

Under section 56 of the CPA, qualifying defective, unsafe, or substandard goods may be returned within six months, at the supplier’s risk and expense, and the consumer may direct the supplier to repair, replace, or refund the goods. Kanoodle’s internal 14-day return procedure cannot override that protection.

3. Hygiene and Health Considerations for Cosmetics

Our Products are cosmetic products. For health and hygiene reasons, we generally cannot accept returns of opened, used, or unsealed products for a change of mind, unless the product is defective, unsafe, or does not match its description. Change-of-mind returns are only accepted where the product is unopened, unused, and in its original, resealable packaging with seals intact. A dislike of a correctly described fragrance or texture does not make a product defective.

4. How to Request a Return or Refund

To request a return or refund, please contact us at info@kanoodle.co.za within the applicable period, quoting your order number and reason for return. We will confirm whether the return qualifies and provide instructions for sending the item back to us, or arranging a collection. Returns should be sent to: 11 Fick Street, Potchefstroom, 2531. Please include your order confirmation or proof of purchase with the returned item. PLEASE DO NOT SEND BACK ANY PRODUCT, WITHOUT FIRST CONTACTING US VIA E-MAIL.

5. Refund Method and Timing

Approved refunds will be processed using the same payment method used for the original purchase, unless we agree otherwise with you. Refunds will be processed within 10 business days of us receiving and inspecting the returned item. Where a product is exchanged rather than refunded, any price difference will be charged or refunded as applicable. Original delivery charges are only refundable where the return is due to a defective, unsafe, or misdescribed product, or where you are exercising your section 44 cooling-off right.

6. Non-Returnable Items

• Products marked as final sale or clearance, unless defective.

• Gift cards and vouchers.

• Opened or used cosmetic products, except where defective, unsafe, or misdescribed as set out in clause 3 above.

7. Faulty or Damaged-on-Arrival Items

If your order arrives damaged or faulty, please contact us within 2 business days of delivery with photographs of the item and packaging, so we can arrange a replacement, repair, or refund at no cost to you, in accordance with your rights under the CPA.

8. Incorrect Items

If we send you the wrong item, please notify us as soon as possible, and we will arrange for collection of the incorrect item and delivery of the correct one (or a full refund) at no cost to you.

9. Dispute Resolution

If you are unhappy with the outcome of a return or refund request, you may escalate your complaint to the National Consumer Commission (www.thencc.org.za) or the Consumer Goods and Services Ombud (www.cgso.org.za) or another applicable Ombud or alternative dispute resolution agent, at no cost, before pursuing any other legal remedy.