Refund policy

Our Philosophy

At Karoo Earth, we believe in fair and practical solutions. We do not enforce rigid deadlines or overly strict "zero-usage" rules. We assess every request individually with the aim of finding an outcome that is fair to both you as our customer and us as a growing studio.

Timeframe & Condition of Goods

  • Timeframe: We ask that returns or exchanges be initiated within a reasonable timeframe (typically within 14–30 days) of receiving your order.

  • Condition: We understand you may need to open and try on an item to see if it suits you. We gladly accept returns provided items are returned clean, undamaged, and in good, resaleable condition with original packaging.

How Returns & Exchanges Work

1. Exchanges

  • Return Leg: The customer covers the courier cost to send the item back to our studio.

  • Replacement Leg: We cover the shipping cost to courier the new replacement item back out to you.

2. Returns for Refund

  • Return shipping costs are covered by the customer.

  • To keep things simple, when you submit your request through our online portal, a courier collection can be arranged directly from your door or nearest locker. The courier collection fee will simply be deducted from your final refund amount.

  • Refunds are processed to your original payment method once the return is received and inspected. (Original shipping charges are non-refundable).

3. Defective or Incorrect Items

  • Please inspect your parcel upon arrival. If an item arrives damaged, defective, or incorrect, let us know immediately. We will arrange collection and cover 100% of all associated shipping costs to send you a fresh replacement or issue a full refund.

4. Custom & Personalised Items

  • Because personalized and custom-engraved pieces are permanently crafted to your exact specifications, they cannot be returned or exchanged unless there is an error on our part or a structural defect.

How to Start a Return

We use an automated self-service returns portal powered by Bob Go to make exchanges and collections seamless.

  1. Head directly to our Online Returns Portal.

  2. Enter your Order Number, Phone Number and the Email Address used at checkout.

  3. Select the item(s) you wish to return, pick your preferred resolution (Exchange, Refund, or Store Credit), and submit.

  4. Once reviewed and approved by our team, you will receive automated tracking instructions and a courier booking notification.

Prefer to chat first? You can also email us directly at contact@karooearthshop.co.za or reach out via WhatsApp with your order number.