Returns and Refund Policy
- INTRODUCTION
This policy outlines the circumstances under which you can return goods to KUGA.
- CANCELLATION PRIOR TO DELIVERY
You may cancel an order at any time prior to receiving a dispatch or delivery notice. Once you have accepted delivery of the goods, returns will only be accepted in accordance with this policy.
- PREPARING PRODUCTS FOR RETURN
3.1. To ensure efficient processing of your return request, please:
3.1.1. Provide a receipt or proof of purchase upon request.
3.1.2. Package your products securely to protect them during transit.
3.1.3. Clearly mark your return reference number (provided by KUGA) on the outside of the parcel.
3.1.4. Include all accessories and parts originally sold with the product.
3.2. Failure to meet these requirements may result in delays or refusal of your return request.
- UNWANTED PRODUCTS
4.1. You may return an unwanted product, provided:
4.1.1. It is undamaged, unused, and has the original labels/stickers attached.
4.1.2. It is not missing any accessories or parts.
4.1.3. You log a return telephonically, on our website or contact us via email.
4.2. Please note that the following items are not eligible for return:
4.2.1. Products personalized or made to your specifications.
4.2.2. Sale items.
4.3. You can log a return of your unwanted products telephonically, on our website, or via email at [email protected]. KUGA will arrange for collection of the damaged product.
4.4. Once we have inspected the product, we will process a refund for the purchase price within seven (7) days or, if applicable, exchange the product as specified below.
- EXCHANGES
5.1. We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please log a return by phone, on our website, or via email at [email protected].
5.2. If an alternative product is not available, we will refund the purchase price within seven (7) days of the return.
5.3. KUGA reserves the right to inspect the product to validate your return.
- INCORRECT PRODUCTS DELIVERED
6.1. If an incorrect product is delivered to you or the product does not match its description on our website, please notify us. KUGA will arrange for collection of the damaged product. If the product is missing accessories or parts, refer to Section 7 below.
6.2. After inspecting and validating your return, we will, at your preference, either send you the correct product (if available) or process a refund within seven (7) days of the return.
- PRODUCTS DAMAGED ON DELIVERY
7.1. If a product is damaged or missing parts at the time of delivery or collection, please notify us within seven (7) days by logging a return telephonically, on our website or via email. KUGA will arrange for collection of the damaged product.
7.2. Upon inspection and validation of your return, we will, at your choice, either replace the product (if stock is available) or issue a refund.
- DEFECTIVE PRODUCTS
8.1. We strive to deliver products of high quality and in good working order, free from defects.
8.2. A defect is considered a material imperfection in the manufacture of a product or a characteristic that makes the product less acceptable than reasonably expected. The following are not considered defects and will not qualify for a return:
8.2.1. Normal wear and tear.
8.2.2. Damage resulting from negligence, misuse, or accidental or intentional abuse.
8.2.3. Damage caused by sea air corrosion.
8.2.4. Damage due to alterations made to the product.
- STANDARD WARRANTY
9.1. If you receive a defective product, please notify us within seven (7) days of delivery or collection.
9.2. You can log a return by phone, on our website, or via email. KUGA will arrange for the collection of the defective product. After inspecting and validating your return, we will, at your option, either replace the product (if available in stock) or refund you. If a replacement takes longer than 21 days, we will contact you to confirm whether you prefer to wait or receive a refund.
9.3. Unfortunately, we cannot accept returns after the seven (7)-day period.
- CHARGES AND REFUNDS
10.1. If a product is returned without all original accessories and parts, KUGA reserves the right to:
- Refuse the return, or
- Only replace the returned item, or
- Deduct the estimated value of the missing accessories and parts from the refund.
10.2. If a returned product does not comply with this policy, you may be liable for the costs of the return and/or redelivery.
10.3. Refunds will be made according to your original payment method:
10.3.1. Payments by credit card will be refunded to the same card.
10.3.2. Payments by Instant EFT will be refunded to your nominated bank account.
10.3.3. Cash payments will be refunded in cash.
- NEED HELP?
For questions regarding returns and refunds, please contact us at [email protected].
