Refund policy

All our products are handcrafted with care. Please read this policy carefully before placing your order. By purchasing from us, you confirm that you have read and agree to this Returns & Refund Policy.

1. All Sales Are Final
Due to the handmade nature of our products, all sales are final. We do not accept returns or offer refunds for change of mind, incorrect size selection, or personal preference. We strongly encourage you to review all product descriptions, dimensions, and photos carefully before completing your purchase.

2. Defective or Damaged Goods
In accordance with the Consumer Protection Act 68 of 2008 (CPA), we will honour your rights in the following circumstances:
- The product is defective or does not conform to the description provided at the time of sale.
- The product arrives damaged due to manufacturing or a shipping fault.
 The product poses a safety risk.
Claims for defective or damaged goods must be submitted within 6 months of the delivery date, as provided for under the CPA.

3. How to Report a Defective Item
If you believe your item is defective or damaged, please contact us within 7 days of receiving your order. Your claim must include:
•    Your order number.
•    A clear description of the defect or damage.
•    Photographs clearly showing the defect or damage.
We reserve the right to assess the claim and, where applicable, offer a repair, replacement, or refund at our discretion, in line with the CPA.

4. Non-Returnable Items
The following items cannot be returned or refunded under any circumstances:
- Items returned due to change of mind.
- Items that have been used, washed, or altered.
- Items damaged due to misuse or improper care.
- Custom or personalised orders made to the customer's specifications.

5. Colour Variations
As all our products are handmade using natural yarns, slight colour variations may occur between batches. Minor colour differences from product photographs are not considered defects and do not qualify for a return or refund.

6. Shipping Costs
Where a return is approved under the CPA, return shipping costs will be assessed on a case-by-case basis. We reserve the right to request that the customer covers return shipping costs where the claim is disputed or not covered under the CPA.

7. Contact Us
For any queries relating to this policy, please contact us at:
Email: hello@kikiquak.com
We aim to respond to all queries within 7 business days.
This policy is governed by the Consumer Protection Act 68 of 2008 of the Republic of South Africa.