Refund policy
We want you to love your Khaya & Co order. If something isn't right, here is how returns and refunds work. Questions? Email us at support@khayaandco.co.za.
Changed your mind?
In line with the Electronic Communications and Transactions Act (ECTA), you may cancel your order within 7 days of delivery for a full refund of the purchase price, no reason needed. To cancel, email support@khayaandco.co.za with your order number within those 7 days. We will confirm as soon as we receive your request.
Important: The Lounger can't go back in its box
The Lounger is delivered vacuum-compressed. Once you open the packaging, the foam expands to about five times its packed size. It cannot be compressed again and cannot be returned in its original box.
If you are unsure about keeping it, please decide before you open the vacuum packaging. An unopened Lounger can be returned in its original box.
Packing your return
For change-of-mind returns, you are responsible for packing the item for return, including:
- finding packaging big enough for the expanded pieces
- packing all 12 pieces and their covers securely, protected from dirt, moisture and damage
- the cost of the packaging and of the courier
An expanded Lounger is much bulkier than the box it arrived in, so return courier costs will be higher than you might expect.
Return conditions
Items must be returned complete, clean and undamaged, with no signs of use beyond what is needed to inspect them. For The Lounger, that means all 12 pieces with their covers.
If an item has been used beyond inspection, is incomplete, or arrives damaged, dirty or wet because it wasn't packed safely, we may refuse the return or reduce the refund, as far as the law allows.
Return shipping
For change-of-mind returns, you pay the packaging and the full cost of sending the item back to us. If the item is defective, we cover the return shipping (see Something wrong? below).
Return timeline
Once you've told us you are cancelling, please send the item back without undue delay, and no later than 14 days after you contacted us. The deadline is met if you send the item before the 14 days are up.
Refunds
We refund you once the item reaches us and has been checked, or once you send us proof that it is on its way. Refunds go to your original payment method, unless we agree on another method that costs you nothing extra. Refunds are processed within 10 business days of the item reaching us, and always within 30 days of cancellation.
Something wrong?
In line with the Consumer Protection Act (CPA), if your item is defective or fails within 6 months of delivery, you may choose a repair, replacement or full refund. In this case, we cover the return shipping.
Return address
Before sending anything back, contact us at support@khayaandco.co.za for the correct return address and instructions. Please don't send a return to any address without contacting us first, including addresses found online, on social media or in company records. Unannounced parcels may be delayed or sent back to you at your cost.
How to start a return
- Contact us via our Contact page or by email at support@khayaandco.co.za with your order number (and photos, if reporting a defect).
- We'll confirm the return and send you the return address and instructions.
- Pack the item securely at your own cost (see Packing your return) and send it within 14 days.
- Once the item reaches us and is checked, your refund is processed to your original payment method.
Nothing in this policy limits your rights under the CPA or ECTA.