Refund policy

Our Philosophy

At Karoo Earth, we believe in fair and practical solutions. We do not enforce rigid deadlines or strict "zero-usage" rules. We assess every return request individually with the aim of reaching a solution that is fair to both you as the customer and us as a small business.

Timeframe 

We ask that returns and exchanges be initiated within a reasonable timeframe following the receipt of your order. We trust our customers to reach out to us as soon as they realize an item isn't quite right.

Condition of Goods

We understand that you may need to open, handle, or test a product to see if it suits your needs. We are happy to accept returns provided the item is sent back in good, resaleable condition.

Guideline: Please ensure the item is clean, functional, and in a condition where we could confidently sell it to another happy customer. We review the condition of all returns upon arrival.

1. Exchanges If you would like to swap an item for a different variation:

  • Return Shipping: The customer covers the courier cost to return the item to us.

  • Replacement Shipping: We will cover the shipping cost to dispatch the new replacement item to you.

2. Returns for Refund If you prefer a refund:

  • The customer is responsible for the return shipping costs.

  • Courier Arrangement: To make this easier, we can arrange for The Courier Guy to collect the return from your address. The cost of this collection will simply be deducted from your refund.

  • Once inspected, the refund will be processed to your original payment method (excluding original shipping fees).

3. Defective or Incorrect Items Please inspect your order upon arrival. If you encounter a defect or an error on our part, please contact us immediately. In these instances, we will cover all shipping costs to rectify the situation.

4. Personalised Items Note we do not offer exchanges or refunds of personalised items (unless the item is defective or otherwise incorrect from what you originally ordered).

How to Initiate a Return To start the process, please email us at contact@karooearthshop.co.za. Include your order number and a brief reason for the return, and we will guide you through the next steps.

Alternatively, you can initiate a return request through the Portal located in the account section displayed on our website.