1. Returns and Refunds
1.1. Most Products supplied by Kaylee’s Market are subject to a manufacturer’s warranty. Should a fault arise with any Product, the Product must be returned to Kaylee’s Market. In the unlikely event of an Out of Box Failure, the Product must be returned and will be swapped out (subject to stock availability). Should the faulty Product be replaced by the manufacturer or supplier, the Customer shall then be provided with the replacement Product, alternatively, all warranty repair work shall be carried out by the respective manufacturers, suppliers and/or their authorised repair centres. Most Products are guaranteed against faulty materials and workmanship. Products are not guaranteed against faults resulting from normal wear and tear.
1.2. Incorrect Product Delivered or Damaged Product:
1.2.1. If the incorrect Product is accidentally delivered to the Customer, the Customer must notify Kaylee’s Market thereof within 24 (twenty four) hours thereof and should provide it with photographic evidence, if possible.
1.2.2. Thereafter, the Customer can either return the Product to Kaylee’s Market, or Kaylee’s Market will arrange for the collection of the Product from the Customer’s given address and the return thereof to its business premises with the assistance of the third party Courier.
1.2.3. The Product must be returned in its original packaging within which it was received by the Customer together with all the applicable documentation, certificates, manuals, and accessories that came with the Product or packaging material.
1.2.4. Kaylee’s Market shall only accept returns within 7 (seven) calendar days from receipt of delivery (if delivered by Courier) or 7 (seven) calendar days from collection thereof.
1.2.5. Kaylee’s Market will at the Customer’s election, either:
1.2.5.1. Deliver the correct Product to the Customer as soon as possible (subject to stock availability); or
1.2.5.2. Process a refund to the Customer within 30 (thirty) days from receipt of the incorrect Product using the same method of payment the Customer originally used for the purchase.
1.3. Product arrived damaged:
1.3.1. If a Product is damaged upon receipt thereof or missing any partys or accessories, or be inoperative, Kaylee’s Market will do its best to resolve this issue as swiftly as possible. The Customer must notify Kaylee’s Market thereof within 48 (forty eight) hours from receipt of the Product of the damages Product.
1.3.2. To enable Kaylee’s Market to assess where in the delivery process the damage may have occurred, the Customer should provide Kaylee’s Market with photographic evidence of the following:
1.3.2.1. Outer box (including whether it has a fragile sticker or not);
1.3.2.2. Inside of the box, including the inner packaging;
1.3.2.3. The damaged Product.
1.3.3 Thereafter, the Customer can either return the Product to Kaylee’s Market, or Kaylee’s Market will arrange for the collection of the Product from the Customer’s given address and the return thereof to its business premises with the assistance of the third party Courier.
1.3.4 The Product must be returned in its original packaging within which it was received by the Customer together with all the applicable documentation, certificates, manuals, and accessories that came with the Product or packaging material.
1.3.5 Kaylee’s Market will once it has inspected the Product and the photographs and validated the return, and at the Customer’s election, either:
1.3.5.1 Replace the product (subject to stock availability); or
1.3.5.2 Process a refund to the Customer within 30 (thirty) days from receipt of the damaged Product using the same method of payment the Customer originally used for the purchase.
1.3.6 We do not regard the following as defects:
1.3.6.1 Faults resulting from normal wear and tear;
1.3.6.2 Damage arising from negligence, user abuse or incorrect usage of the Product;
1.3.6.3 Damage arising from electrical surges;
1.3.6.4 Damages arising from a failure to adequately care for the Product;
1.3.6.5 Damages arising from unauthorised alterations to the Product;
1.3.6.6 Where the specifications of a Product, although accurately described on this Website and generally fit for its intended purpose, do not suit a Customer.
1.4. Returns for convenience:
1.4.1. Only the Product that is still in its original packaging, in a sealable and sellable condition, free from noticeable damages and returned in the same condition as when packaged and dispatched to the Customer, may be returned to Kaylee’s Market subject thereto that:
1.4.1.1. The Customer must notify Kaylee’s Market thereof within 48 (forty eight) hours from collection and/or delivery thereof; and
1.4.1.2. The Customer will be charged a 25% (twenty five percent) handling and administration fee to the value of the original purchase price including Value-Added Taxation, as well as the transport costs for the return if the Product was collected from the Customer.
1.4.2. If the Products’ packaging do not comply with the conditions contained in this clause, it may not be returned to Kaylee’s Market.
1.4.3. Kaylee’s Market will process a refund to the Customer within 30 (thirty) days from receipt of the Product using the same method of payment the Customer originally used for the purchase.
1.5. Invalidation of warranties and right to return unsuitable Product:
1.5.1. Warranties on any of our Product will be invalid if any Customer who is not suitably qualified has opened, tampered with, or altered the Product contrary to the instructions or removed the warranty label. This also applies to the Product found to be unsuitable. It is considered fraud to damage Product deliberately to claim a refund.
1.6. The following items are not capable of being returned:
1.6.1. Perishable goods (which includes everything under our food and drink category and which we are unable to refund or exchange). It any perishable goods have arrived damaged or expired, we will replace or refund the Product when we are at fault.
1.6.2. Goods sold that are damaged, defective, used or repaired and disclosed to the Customer prior to the Customer’s purchase thereof;
1.6.3. Health products;
1.6.4. Beauty products;
1.6.5. Personal care products;
1.6.6. Product of a nature that prevents them from being returned.
1.7. All non-product related fees (shipping, transactional and insurance) are not refundable.
1.8. In terms of special offers, should Kaylee’s Market supply the wrong Product or if the Product is in any way faulty or damaged, Kaylee’s Market will exchange it for the correct one. However, if the Product is no longer being offered at the special rate, it will not be replaced, and Kaylee’s Market will refund the Customer’s purchase price including delivery costs.
1.9. The Customer is to use the Product strictly in accordance with the manufacturer’s instructions as set out on the Product. It is the Customer’s responsibility to ensure that it uses the Product strictly in accordance with those instructions.
1.10. No Product will be replaced nor will a refund be processed if Kaylee’s Market establishes the following with regards to the Product:
1.10.1. It has been misused or subjected to neglect, damage, or abnormal conditions;
1.10.2. It is damaged due to an incorrect attempt to repair the Product.
1.10.3. It has been used contrary to the manufactures instructions; and/or
1.10.4. Subsequent to delivery, it has deteriorated due to normal wear and tear.