Refund, Returns and Warranty Policy

Overview

At Kiffshop, your satisfaction with your purchase is of utmost importance to us. If you find yourself dissatisfied for any reason, you have the option to return the product to us , and we will gladly offer a refund (excl.shipping), credit, or arrange for repair/replacement, subject to the terms and conditions outlined below.

Return Eligibility and Process:

Refund Policy:
- You can initiate a return for a refund (excluding shipping costs) within 7 days of receiving your order.
- Please ensure that the item is ready for return within 10 days from the date of delivery.
Return Request:
- To request a return, please log your request within 7 days of receiving the item by sending an email to info@kiffshop.co.za with the Subject Line: Return Request.
- Ensure that you state the appropriate reason for return:
  - Changed my mind / Request for item exchange
  - Faulty upon arrival
  - Incorrect item received

Warranty Coverage

All items purchased from Kiffshop are covered by a 12-month warranty, unless specified otherwise on the product information page. The warranty will be directly honored by Kiffshop, and it includes the possibility of replacement, repair, or refund based on product availability. Please note that Kiffshop will require an evaluation of the product before accepting any warranty claims.

Shipping Costs

We do not reimburse shipping fees for sending items to us, but we will cover return shipping costs for replacement items.
If you are returning an item due to incorrect ordering, no longer needing it, or a change of mind, a collection fee (as mentioned above) will be deducted from the refund amount once the supplier has processed the return.
For faulty units within the first 6 months of purchase, we will cover the return shipping in the event that we do not have a service or warranty repair center within 40 km radius from the address the item was delivered to.
In instances where an authorized repair center is within a 40km radius from the delivery address, you will be provided with a return reference number after which the product needs to be booked in directly at the assessment center within 3 working days.
After the initial 6 month period, a shipping fee (starting from R199) will apply to you for returning the unit.

Collection Fees:

In the event that the returned item is found to be in good working condition, or where you are unable to deliver the product to your nearest service center directly, a collection fee will be applicable. The collection fees are as follows:

For items originally shipped with free shipping: R199
For items with a surcharge, the same surcharge will be added to the collection fee.

Shipping Returns Process:

To return your product, we will advise the address and reference number for the return once your return is logged and approved, based on the nature of your return.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, neither do we guarantee that the item will be received in the same condition that you shipped it in, so it is advisable to document the condition of the parcel in great detail upon collection by your preferred courier company as this may assist you in the event of an insurance claim if you have arranged for shipping insurance. Where packaging is not in “brand new” condition, albeit slightly scratched, torn, squashed or where packaging seals are broken, a handling charge of 30% of purchase price would be charged because of the depreciation of the item from brand new to second hand / opened box item condition.

Refund Process & Warranty Terms:

Refunds are subject to inspection of the returned item(s). In some cases, items may need to be sent to the supplier for evaluation and testing, which may take up to 15 working days after we have received such item(s).
Once approved, refunds may take 3 – 5 business days to be processed.
A restocking fee of 30% will apply if the item is no longer in brand new condition or if the item seal/packaging has been broken.
Refund eligibility lapses after 6 months from date of purchase and the product(s) will be eligible for only replacement or repair post the initial 6 month period.
Software products are non refundable.
If a warranty sticker is found to be missing or tampered with, the warranty becomes null and void.

Battery Warranties:

Batteries are covered under warranty; however, GEL, AGM, and LEAD ACID batteries have limited cycle runs, typically around 200 cycles. If these cycles are depleted, the battery is considered to have reached the end of its life and will no longer be eligible for a warranty claim.

Due to the weight and shipping restrictions imposed on batteries, Kiffshop will not accept any direct battery returns or provide refunds on batteries. The onus is on the buyer to deliver batteries to our nearest assessment center for evaluation and cycle count verifications. The outcome of the assessment either to replace the battery, repair it or refuse replacement thereof rests solely at the discretion of the accredited repair center and or supplier.

General Exclusions:

Kiffshop reserves the right to refuse a refund if the item shows signs of misuse, is missing components, or has been altered in any way.
Kiffshop and its affiliates are not liable for any damage or loss resulting from the use or misuse of any purchased product.
Batteries and solar panels are not eligible for I changed my mind returns or refunds.

Warranty Exlusions:

The warranty will no longer be valid, and Kiffshop will not be responsible for damage or injury resulting from:

Electricity fluctuations and surges, lightning strikes, faults in building wiring, faulty installations, and improper use of controls.
Failure to use the product in accordance with the operating instructions, general misuse, or abuse.
Damage caused by a superior force (force major), infestation by insects or pests, physical damage after leaving the store, or damage caused by water or liquid.
Tampering with the warranty seal, unauthorized repair or tampering with the equipment, use of non-authorized parts, or alterations/modifications to the equipment, rendering the warranty null and void.