Refund policy

Returns & Refunds Policy

Last updated: July 13, 2026

We want you to be happy with what you bought. This policy sets out how returns work and what your rights are.

Your rights under the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA) are protected. Nothing in this policy takes them away, and any part of this policy that conflicts with them does not apply.

1. Our 30-day return window

You have 30 days from delivery to return an item. You don't need a reason.

This is more generous than the law requires — under section 44 of ECTA your statutory cooling-off period is 7 days from delivery. We give you 30.

How to return something:

  1. Email support@kasikulture.co.za within 30 days of delivery. Include your order number and tell us what you're returning.

  2. We'll reply with a return authorisation and confirm the address.

  3. Ship the item back to us.

  4. Once it arrives and we've checked it, we refund you.

Who pays for the return? For a change of mind — wrong size, didn't suit you, changed your mind — you pay the return shipping. This is permitted under section 44 of ECTA, which provides that the consumer carries the direct cost of returning the goods.

⚠️ If the item is faulty, damaged, incorrect or not as described, you do NOT pay. We do. See section 2.

2. Faulty, damaged, wrong or not-as-described items (CPA sections 55 & 56)

This is separate from the 30-day window above, and it lasts much longer.

For 6 months after delivery, if your item:

  • is defective or faulty;

  • arrived damaged;

  • is not what you ordered;

  • is not what we described on the website; or

  • is not of good quality or reasonably fit for its normal purpose

...then you may return it at our risk and expense — meaning we cover the cost of getting it back, not you.

You choose the remedy. You may ask us to:

  • replace the item; or

  • repair it; or

  • refund you in full.

The choice is yours, not ours. If we repair an item and the same fault returns within 3 months, we will replace it or refund you.

How to claim: Email support@kasikulture.co.za with your order number and photos of the problem. We'll sort it out and cover the cost.

3. Condition of returned items

To be accepted, an item must come back:

  • unworn and unwashed;

  • undamaged and unaltered — free of marks, stains, make-up and odours;

  • with all original tags still attached;

  • in its original packaging.

Underwear and lingerie: for hygiene reasons, these can only be returned if the packaging and hygiene seal are completely unopened and intact. Once opened, they cannot be returned.

This does not apply if the item is faulty. If underwear or lingerie arrives defective or is not what you ordered, section 2 applies and your rights are unaffected.

4. If your order doesn't arrive in time (ECTA section 46)

We must deliver within 30 days unless we agreed otherwise with you upfront.

If we don't, you may cancel on 7 days' written notice and we will refund you in full.

If an item turns out to be unavailable after you've ordered, we will tell you immediately and refund you in full within 30 days.

5. Exchanges

Need a different size or colour? Email support@kasikulture.co.za and we'll set it up, subject to stock. If we can't exchange, we'll refund you.

6. How refunds are paid

Refunds go back to the original payment method you used. We process your refund as soon as we've approved the return. Depending on your bank, it can take a further 5–10 business days to reflect in your account.

Refunds under your statutory cooling-off right are paid within 30 days of your cancellation, as the law requires.

Where the return is because the item was faulty, damaged, incorrect or not as described, we refund the full amount including any delivery cost.

7. Return address

Do not send anything back before you contact us. Returns sent without a return authorisation may not be processed.

Email support@kasikulture.co.za first. Once we've authorised your return, send it to:

Kasi Kulture Returns JinFu Tech Building #1, Room 101 No. 33, Jinfu 2nd Road Huanan Industrial Area, Liaobu Town Dongguan, Guangdong China

Please note: our returns warehouse is in China. For a change-of-mind return, you carry the cost of shipping the item there, and international return shipping can be expensive. We recommend you check the cost with your courier or the Post Office before you send anything — and please talk to us first, because in many cases we can resolve things without you having to ship anything at all.

Need help with a return? Email support@kasikulture.co.za with your order number.