Refunds & returns

This policy separates change-of-mind cancellation from defective-goods remedies. It does not remove rights under the CPA or ECTA, including for personalised products.

Where ECTA’s cooling-off right applies, you may cancel a goods purchase without reason or penalty within seven days after receiving the goods. You are responsible only for the direct cost of returning the goods. Payments received are refundable within 30 days of cancellation.

The ECTA cooling-off right is subject to statutory exceptions, including goods made to your specifications or clearly personalised. A wooden card engraved with your requested name or logo may fall within this exception; a standard blank card is not excluded simply because it is wooden. Personalisation does not remove your rights when goods are defective, incorrect or do not match the agreed specification.

If goods fail to meet the CPA’s quality requirements, you may return them within six months of delivery at the supplier’s risk and expense and choose repair, replacement or refund, subject to the Act. If a repair fails or another defect appears within three months of the repair, the CPA provides a further replacement or refund remedy.

Report delivery damage or an incorrect item as soon as reasonably possible and retain photos and packaging if available. A request for evidence does not shorten the statutory period or make original packaging a blanket condition for a valid defective-goods claim. Damage caused by misuse or unauthorised alteration is assessed under the applicable law; ordinary use does not automatically remove your rights.

Provide your order reference, the item, date received and whether you want to cancel or report a defect. For a defect, describe the issue and your preferred statutory remedy. Never send your password or activation PIN.

Contact us first at info@kxk.co.za or +27 65 989 2257 so we can confirm the item and the method, then post returns to KXK Group, 32 Rynfield Close, Country View, Benoni, 1501, South Africa. Do not ship to an assumed address.

An ECTA cooling-off refund must be made within 30 days of cancellation. Other refunds follow the applicable statutory requirements and the confirmed payment arrangements. No blanket handling fee applies to a statutory remedy.

Chip ownership and any profile associated with returned hardware need to be resolved as part of the return. Do not publish sensitive data on a profile. This policy does not promise an automated refund process or an additional voluntary returns period beyond your legal rights.