Returns, Refunds & Exchanges

Applies to KemyShopping customers and users in South Africa · Last reviewed 4 October 2026

Start every return through My Account where the option is available, or email support@kemyshopping.co.za. Do not send an item directly to a seller, driver or unconfirmed address.

Which return applies?

How to log a return

1. Open My Account → Orders and use the available return action, or email support@kemyshopping.co.za.
2. Provide the order number, affected item, reason, when the problem started and the remedy requested.
3. For damage, defects, missing items or an incorrect product, attach clear photographs or a short video where useful.
4. Wait for the return number, collection instruction or confirmed return address.
5. Pack the correct item securely with its accessories, manuals, promotional items and parts.
6. Keep the collection receipt or tracking reference until the case is closed.

If an app's quick-return button is no longer visible, contact support. That interface does not remove a qualifying CPA defect or warranty claim.

Change-of-mind and ECTA cooling-off returns

Where ECTA applies, a customer may cancel an eligible electronic transaction without giving a reason and without penalty within seven days after receiving the goods. The customer may be charged only the direct cost of returning the goods. Amounts paid must be refunded within 30 days after the cancellation as required by ECTA.

The item should be unused beyond reasonable inspection, complete and safely packed. Tags, hygiene seals and product packaging should remain intact where they are material to resale, safety or authenticity. Necessary handling to inspect a product does not by itself remove a statutory right.

Items that may be excluded from change-of-mind returns

Lawful exclusions may include personalised or made-to-order goods, goods that cannot reasonably be returned by their nature, rapidly perishable goods, certain everyday consumables, unsealed software or media, newspapers and periodicals, and hygiene-sensitive goods after a protective seal is broken. The product page should identify a material restriction before purchase.

An exclusion from change-of-mind returns does not excuse a wrong, unsafe, defective or materially misdescribed product.

Wrong, incomplete or damaged-on-delivery items

Keep the product, parcel, shipping label and all included parts. Send photographs showing the outer packaging, label, damage and contents. We may compare the order, seller packing record, serial or IMEI data and delivery proof. If the claim is accepted, KemyShopping coordinates the appropriate collection and remedy without shifting the customer between the seller and courier.

Defective goods and the six-month CPA warranty

Qualifying goods that fail the CPA quality standards may generally be returned within six months after delivery without penalty and at the supplier's risk and expense. Subject to the CPA, the customer directs whether the supplier must repair or replace the goods, or refund the price paid.

If goods are repaired and the same failure is not remedied—or another failure, defect or unsafe feature appears—within three months after the repair, the CPA provides the further remedy of replacement or refund.

Phones, computers and data-storing devices

• Back up personal data before collection because assessment or repair may require a reset.
• Remove personal accounts, activation locks and device-management restrictions, but do not alter the IMEI or serial label.
• Do not send SIM cards, bank cards or unrelated personal accessories.
• We may verify that the IMEI, serial number, condition and accessories match the supplied product.
• If an access code is reasonably required for diagnosis, provide it only through the authorised return process and change it after the case.

Bundles, gifts and promotional items

A pre-packed bundle may need to be returned as a complete unit. A marketplace-created bundle may allow a component return if the discount can be recalculated fairly. Free gifts and promotional items connected to the returned purchase must also be returned unless KemyShopping confirms otherwise.

Inspection and fair assessment

Inspection is used to confirm the product identity, reported condition, cause and correct remedy. It is not used to remove the customer's statutory choice where the CPA gives that choice. Missing original packaging alone does not automatically defeat a valid defective-goods claim, although missing components or customer-caused damage may affect a non-statutory return.

When a return may be declined

A claim may be declined to the extent evidence shows that the product is not the supplied item, the issue results from customer misuse or unauthorised alteration, the product performs as accurately described but was used for an unintended purpose, or a change-of-mind exclusion lawfully applies. Normal wear, accidental damage, liquid exposure, power surges or unauthorised repairs are assessed according to the product, evidence and applicable law.

We will explain a declined return and the available internal review route. The customer may submit additional evidence or use the complaints process.

Exchanges and replacement stock

Size, colour or model exchanges depend on eligibility and stock. If the requested replacement is unavailable, the customer will be offered the appropriate alternative remedy rather than being forced to wait indefinitely. A replacement product carries the statutory rights applicable to that supplied product.

Refund method and timing

Approved refunds are submitted to the original payment method unless the law requires or the parties lawfully agree otherwise. KemyShopping does not force store credit where the customer is legally entitled to a refund. Bank and provider processing time begins after the refund is submitted and can vary.

For Payflex, the refund is submitted through Payflex so the payment plan can be adjusted. Continue following the Payflex schedule until Payflex confirms the adjustment. For an applicable ECTA cooling-off cancellation, the statutory 30-day refund deadline applies.

Return fraud and wrong items

Return the exact supplied item. Deliberate substitution, altered serial or IMEI information, false damage claims or removal of parts may result in rejection, account restriction and lawful recovery action. If the wrong personal item is accidentally sent, contact us immediately; recovery cannot be guaranteed.