Returns Policy

When you purchase a product from Karo, we include a 100% satisfaction guarantee. Our Returns Policy states that if you are not completely satisfied with your purchase, you can return the product to us and we will either repair it, replace it, or issue you with a full refund, subject to the terms listed below.

This Policy forms part of the Karo Manufacturing’s Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

1. Preparing your products for a return

To ensure your request is processed as quickly as possible, you are responsible for the following when returning your product/s:

  • Obtaining a Return Number from Karo by contacting us on 011 392-6803 (normal office hours), emailing us on assist@karo.co.za, or using our online chat –  www.karo.co.za (normal office hours).
  • Packaging the product/s safely and securely for protection during transport.
  • Clearly marking your Return Number on the outside of the parcel.
  • Including all accessories and parts that were sold with the product.

NOTE: Failure to adhere to any of these requirements could delay the processing of your request, or result in it being declined altogether.

2. Unwanted products and Exchanges

You can return an unwanted product to us at no charge within 14 days of receipt. After 14 days, you can only return a product if it is defective. An unwanted product may be returned to us provided:

  • It is undamaged and unused. All original labels and stickers must still be attached to the product as they were on original receipt of the item.
  • It is not missing any accessories or parts.
  • It is not a customised product. A customised product is any non-standard product that has been configured to the customer’s specification. Customised products can only be returned if they have been damaged during transport (section 4) or are defective (section 5). In such cases, we will repair the product/s and return them to you. No refunds will be issued for customised products.

We will collect the product from you at no charge. Once we have inspected the product and validated your return, we will refund you with the purchase price of the product within 10 working days.

2.1 Exchanges

Exchanges can only be made within 14 days of receipt of the original product. Exchanges can only take place where there is a variant of the exact same product, and if such a variant is available. In all such cases, you will have to return the product to Karo and you will be responsible for the associated freight costs.

On receipt of the product, we will inspect the product to validate your return. Once validated, we will exchange the product with it’s variant and dispatch this to you at our cost.

3. Not what you ordered

If we accidentally deliver the wrong product to you, or if the product is not as described on our website, please notify us within 7 days of purchase and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or refund you the purchase price of the product within 10 working days of the return.

If the product is missing any accessories or parts, you will need to follow the process set out in section 4 below.

4. Products damaged on delivery or missing parts

Should a product be damaged or missing any parts or accessories at the time of your receipt, you must notify us within 7 days by contacting us on 011 392-6803 (normal office hours), or emailing us on assist@karo.co.za, or using our online chat –  www.karo.co.za (normal office hours).

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will repair the product as soon as possible and return it to you at no charge. If parts are missing from the product, we may, at our sole discretion, send you the missing parts.

5. Defective products

A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

We do our best to ensure that the products we deliver to you are of a high quality, in good working order, and without defects. Refer to Product Warranty (section 2.2) for items that are NOT considered to be defects and for which you will not be entitled to return the product.

6. Warranty

If you have received a product which turns out to be defective or otherwise of poor quality, you must notify us within 7 days after you become aware of the defect or poor quality. You can do so by contacting us on 011 392-6803 (normal office hours), or emailing us on assist@karo.co.za, or using our online chat –  www.karo.co.za (normal office hours), and we will arrange to collect the product from you at no charge.

Refer to Product Warranty.

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