Refund policy
REFUND & RETURNS POLICY
Kleur & Co. Online Boutique
Last updated: 28 September 2026
We want customers to shop with confidence. Kleur & Co. is a small boutique with limited quantities in each size, so exchanges are subject to stock availability.
Nothing in this policy limits any consumer right that cannot lawfully be excluded under South African law.
BUSINESS DETAILS
Legal name: KLEUR EN CO (PTY) LTD
Registration number: 2026/660426/07
Director: Christi Labuschagne
Registered / physical address: 772 Flange Street, Montana Park, Pretoria, South Africa
Telephone: 062 288 6918
Email: hello@kleurenco.co.za
Place of registration: Republic of South Africa
1. Cooling-off Right for Qualifying Online Purchases
For qualifying electronic transactions, a consumer may cancel a purchase of goods without reason and without penalty within seven days after receiving the goods, as provided in section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA), subject to the statutory exclusions contained in that Act.
Where this statutory cooling-off right applies, the consumer may be responsible only for the direct cost of returning the goods.
Any monetary refund required by law will be processed within the period prescribed by law and, where practicable, through the original payment method.
The seven-day ECTA cooling-off right does not apply to every type of transaction. Statutory exclusions include certain personalised or made-to-specification goods and other categories identified in ECTA.
2. How to Request a Return or Exchange
Please email hello@kleurenco.co.za within the applicable return period and include:
- your order number;
- the item concerned; and
- whether you are requesting a return or size exchange.
Please wait for return instructions before sending a parcel. This helps us identify the return and process it correctly.
3. Condition of Returned Items
For a voluntary size exchange, fit return or change-of-mind return, the item must be returned in a resaleable condition.
The item must be:
- unworn, other than for reasonable fitting;
- unwashed;
- unaltered;
- free from avoidable marks, stains, make-up or deodorant marks;
- free from perfume, smoke or other odours;
- undamaged; and
- returned with the original tags attached.
Original packaging should also be retained where reasonably possible.
These conditions apply to our voluntary return and exchange service and do not limit statutory rights relating to defective, unsafe, incorrect or non-compliant goods.
4. Size Exchanges and Limited Stock
Size exchanges are subject to stock availability.
Kleur & Co. carries limited quantities of each size and therefore cannot guarantee that a replacement size will still be available when an exchange is requested.
If the requested replacement size is available, we will gladly assist with an exchange.
Where the item supplied was correct and is not defective, the customer is ordinarily responsible for the cost of returning the original item as well as the courier cost of sending the replacement item, to the extent permitted by law.
5. Store Credit for Voluntary Returns
Where a customer is not exercising a statutory cancellation or refund right, Kleur & Co. may accept an eligible return as part of our voluntary returns service.
Approved voluntary returns for reasons such as fit, size or change of mind will ordinarily be resolved by either:
- an exchange, where the requested replacement item or size is available; or
- Kleur & Co. store credit, where an exchange is unavailable or the customer prefers store credit.
Store credit will be issued for the approved value of the returned merchandise.
Original delivery charges, return courier charges and re-delivery charges are not included in the store credit unless applicable law requires otherwise.
Store credit will not be imposed instead of a monetary refund where the customer is legally entitled to a monetary refund.
6. If the Replacement Size Is Sold Out
If the requested size is unavailable, Kleur & Co. cannot guarantee an exchange or reserve stock that does not exist.
Where the return falls within our voluntary returns service, approved store credit may be issued for use towards a future Kleur & Co. purchase.
Where the customer is exercising an applicable statutory cancellation or refund right, Kleur & Co. will provide the remedy required by law.
7. Defective, Damaged or Incorrect Goods
If Kleur & Co. supplies the wrong product or size, or the goods are defective, unsafe or fail to meet the applicable quality standards, please contact hello@kleurenco.co.za and provide your order number and photographs where useful.
Under section 56 of the Consumer Protection Act 68 of 2008, qualifying goods that fail the applicable quality standards may be returned within six months after delivery without penalty and at the supplier’s risk and expense.
Subject to the Act, the consumer may direct the supplier to repair or replace the goods or refund the price paid.
Nothing in this policy limits those statutory rights.
8. Damage Caused After Delivery
A product is not automatically defective merely because it has been damaged after delivery through:
- misuse;
- improper washing or care;
- alteration;
- accidental damage; or
- ordinary wear and tear.
Each matter will be considered according to its circumstances and applicable law.
9. Return Courier Costs
For a change-of-mind or size/fit return where there is no defect or error by Kleur & Co., the customer may be responsible for the direct return cost and, for a voluntary size exchange, the cost of re-delivery where permitted by law.
Where goods are defective or Kleur & Co. supplied an incorrect item, return arrangements and costs will be handled in accordance with applicable consumer law.
10. Monetary Refunds Where Required by Law
Where South African law gives the customer a right to a monetary refund, Kleur & Co. will honour that right.
Refunds will ordinarily be processed through the original payment method, subject to the relevant payment provider’s procedures and any statutory deadline.
Where a transaction was processed through Payfast, refunds will be processed through the Payfast merchant system where available.
Where Payflex or another third-party payment arrangement was used, the refund may also be subject to that provider’s processing procedures.
11. Pre-orders
The fact that an item is sold as a pre-order does not by itself remove statutory consumer rights.
Where an item is genuinely made to a customer’s specifications or clearly personalised, a statutory exclusion may apply under ECTA.
Any estimated pre-order lead time will be displayed on the relevant product page.
12. Sale and Promotional Items
Sale or promotional pricing does not remove statutory rights relating to defective, unsafe, incorrect or otherwise non-compliant goods.
Any additional voluntary return conditions applicable to a promotion will be clearly disclosed before purchase and will not override rights that cannot lawfully be excluded.
13. SALE / FINAL SALE ITEMS
All items marked as “SALE”, “FINAL SALE”, or sold at a reduced clearance price are considered final sale items.
Kleur & Co. does not accept ordinary exchanges, store credit, or returns on SALE items due to change of mind, incorrect size selection, fit, colour preference, or because the customer no longer wants the item, except where required by law.
As Kleur & Co. is an online store, any applicable statutory rights under the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”) and the Consumer Protection Act 68 of 2008 (“CPA”) remain unaffected.
Where section 44 of ECTA applies, a customer may cancel a qualifying electronic transaction within 7 days after receiving the goods, without having to provide a reason. In such a case, the direct cost of returning the goods to Kleur & Co. is for the customer’s account.
SALE items also remain protected where an item is defective, unsafe, not of reasonable quality, incorrectly supplied, or materially different from its product description, in accordance with applicable consumer protection legislation.
Outside of these statutory rights, SALE items are final and do not qualify under Kleur & Co.’s ordinary exchange or store-credit policy.
14. Contact
For returns, exchanges and refund enquiries, please contact:
Email: hello@kleurenco.co.za
Telephone: 062 288 6918
Please do not send a return parcel without first obtaining return instructions from Kleur & Co.