Kula Marketplace Return Policy

Effective Date: 2025/03/04

At Kula Marketplace, we strive to ensure that our customers have a seamless shopping experience. If you are not entirely satisfied with your purchase, we are here to help. Please review our return policy below to understand the terms and conditions for returning items.

1. Eligibility for Returns

You may return an item if it meets the following conditions:

  • The item is in its original packaging and condition.
  • The item has not been used, worn, or washed.
  • The return request is made within 7 days of receiving the order.
  • The item is not listed as a non-returnable product (see Section 5).

2. Return Process

To initiate a return, please follow these steps:

  1. Contact our customer support team at admin@kulamedia.co.za within 7 days of receiving your order.
  2. Provide your order number, proof of purchase, and reason for the return.
  3. Our team will assess the request and provide a return authorization if eligible.
  4. Pack the item securely and ship it to the return address provided by our team.
  5. Once we receive and inspect the item, we will process the refund or exchange within 7 business days.

3. Refunds

Refunds will be processed as follows:

  • If approved, refunds will be issued to the original payment method.
  • Refunds may take 3 business days to reflect, depending on your bank or payment provider.
  • Shipping fees are non-refundable, except in cases where the return is due to a Kula Marketplace error (e.g., wrong item sent, defective product).

4. Exchanges

We offer exchanges for items that are defective or damaged upon arrival. If you need to exchange an item for the same product, please contact us at [support email] with photos of the issue.

5. Non-Returnable Items

Certain items are not eligible for return, including:

  • Perishable goods (food, beverages, etc.).
  • Digital products (e-books, downloadable content, etc.).
  • Personalized or custom-made items.
  • Items marked as final sale.
  • Underwear, swimwear, and personal hygiene products.

6. Return Shipping

  • Customers are responsible for return shipping costs unless the return is due to a Kula Marketplace error.
  • We recommend using a trackable shipping service to ensure the return reaches us.

7. Defective or Incorrect Items

If you receive a defective or incorrect item, please notify us within 7 days of delivery. Provide photos and details of the issue to admin@kulamedia.co.za, and we will arrange a replacement or refund at no extra cost to you.

8. Changes to This Policy

Kula Marketplace reserves the right to modify this return policy at any time. Any updates will be posted on our website.

For any questions or concerns regarding returns, please contact us at admin@kulamedia.co.za

Thank you for shopping with Kula Marketplace!