Returns & Refunds Policy

At KNB Catering, we want our customers to have confidence when purchasing from us. This Returns & Refunds Policy explains when products may be returned, how to request a return, and how refunds are handled.

This policy applies to purchases made through https://knbcatering.co.za/ and should be read together with our Terms & Conditions and Shipping & Delivery Policy.

Nothing in this policy is intended to exclude or unlawfully limit any rights or protections available to consumers under applicable South African law.

1. Business Information

Business Name: KNB Catering
Reg No: K2018378315

Physical Address:
16-8 Donald Rd. Vincent, KuGompo City, 5241, South Africa

Phone: +27 71 964 9855
Email: info@knbcatering.co.za
Website: https://knbcatering.co.za/

Business Hours:
Monday – Saturday: 8:00 AM – 5:00 PM
Sunday: Closed

2. Return Eligibility

A return may be considered where:

• The product is defective or faulty.
• The incorrect product was supplied.
• The product does not correspond with the agreed order or description.
• The product was damaged before or during delivery.
• A return is permitted under applicable consumer protection law.
• KNB Catering has specifically agreed to accept the return.

For change-of-mind returns, products must generally be unused, in their original condition and packaging, and suitable for resale.

Customers should contact KNB Catering before sending any product back.

3. Change-of-Mind Returns

Where KNB Catering accepts a change-of-mind return, the customer must contact us within 7 calendar days of receiving the product.

The product must generally:

• Be unused
• Be in its original condition
• Include its original packaging and accessories where applicable
• Not have been damaged, altered or modified by the customer
• Be suitable for resale

Change-of-mind returns may be subject to return delivery costs payable by the customer.

This voluntary change-of-mind return policy does not replace or limit any mandatory rights available to consumers under applicable South African law.

4. Defective, Damaged or Incorrect Products

If you receive a product that is defective, damaged or incorrect, please contact KNB Catering as soon as reasonably possible.

We may request:

• Your order number
• Photographs of the product
• Photographs of the packaging
• A description of the problem
• Other information reasonably required to investigate the issue

Where the product is confirmed to be defective, damaged or incorrectly supplied, KNB Catering will determine the appropriate remedy in accordance with applicable law.

Depending on the circumstances, the remedy may include repair, replacement, refund or another appropriate resolution.

5. Products Damaged During Delivery

Customers should inspect products upon delivery where reasonably possible.

If visible damage is identified, please notify KNB Catering as soon as possible and retain the packaging and relevant photographs.

For large, heavy or specialised products, customers should document any visible delivery damage before the product is installed, assembled, modified or put into use where reasonably practicable.

We will assess the reported damage and determine the appropriate next step.

6. Products That May Have Different Return Conditions

Certain products may require special return conditions because of their nature.

These may include:

• Customised products
• Made-to-order products
• Special-order products
• Products manufactured or configured to a customer’s specifications
• Products that have been assembled, installed or modified
• Products that have been used
• Products that cannot reasonably be returned due to their size, weight or nature
• Products specifically identified as non-returnable before purchase

Where special return conditions apply, they will be communicated to the customer before the order is confirmed where reasonably practicable.

Nothing in this section removes any mandatory rights that apply to defective or unsuitable goods under applicable law.

7. Custom and Made-to-Order Products

Custom, made-to-order or specially sourced products may not qualify for a change-of-mind return where the product has been manufactured, configured or sourced specifically according to the customer’s requirements.

If a custom or special-order product is defective, incorrectly supplied or otherwise covered by applicable consumer protection rights, customers should contact us so that the matter can be assessed and an appropriate remedy arranged.

Any specific cancellation or return conditions applicable to a custom order will be communicated before the order is confirmed where reasonably practicable.

8. How to Request a Return

To request a return, contact KNB Catering using:

Email: info@knbcatering.co.za
Phone: +27 71 964 9855

Please provide:

• Your full name
• Order number or proof of purchase
• Product name
• Reason for the return
• Photographs where relevant
• Any other information reasonably required to process the request

Do not send products back without first contacting KNB Catering and receiving return instructions.

9. Return Method

Depending on the product and reason for return, KNB Catering may provide instructions for:

• Courier return
• Collection
• Delivery to an agreed location
• Another appropriate return method

The return method may vary depending on the size, weight and nature of the product.

Large or specialised products may require a collection or dedicated transport arrangement rather than a standard courier return.

10. Return Delivery Costs

For approved change-of-mind returns, the customer may be responsible for the cost of returning the product to KNB Catering.

Where a product is defective, damaged on delivery, incorrectly supplied or otherwise qualifies for a remedy under applicable law, KNB Catering will determine the appropriate handling of return or collection costs in accordance with the circumstances and applicable legal requirements.

Customers should not arrange an expensive return shipment without first contacting us.

11. Inspection of Returned Products

Returned products may be inspected before a return, replacement or refund is finalised.

The inspection may confirm:

• The condition of the product
• Whether the product corresponds with the reported issue
• Whether the product was used or modified
• Whether accessories or components are missing
• Whether the reported defect or damage is present

Inspection does not remove or limit any rights available to consumers under applicable law.

12. Refunds

Where a refund is approved, the refund will generally be processed using the original payment method where reasonably possible.

The refund amount may depend on the reason for the return and the applicable legal or agreed return terms.

For approved change-of-mind returns, applicable return delivery or other permitted charges may be deducted where the customer is responsible for those costs.

Where a refund is required because of a defective, damaged or incorrectly supplied product, the applicable remedy will be determined in accordance with South African consumer protection law.

13. Refund Processing Time

Once a return has been approved and any required inspection has been completed, KNB Catering will process the applicable refund as soon as reasonably practicable.

Customers should generally allow 5–10 business days for a refund to reflect in their account after it has been processed, depending on the payment method and financial institution.

The time taken for a refund to appear in a customer’s account may be outside KNB Catering’s direct control.

14. Exchanges and Replacements

Where appropriate and subject to product availability, KNB Catering may offer an exchange or replacement instead of a refund.

For defective, damaged or incorrectly supplied products, the appropriate remedy will be determined based on the circumstances and applicable consumer protection requirements.

Replacement products may be subject to availability.

15. Products That Cannot Be Returned for Change of Mind

A change-of-mind return may not be accepted for certain products, particularly where the product:

• Was customised for the customer
• Was made to order
• Was specially sourced according to customer requirements
• Has been used or modified
• Has been damaged after delivery due to customer handling
• Cannot reasonably be resold due to its nature or condition

Any applicable exclusion will not affect mandatory consumer rights relating to defective, unsafe, incorrectly supplied or otherwise non-conforming goods.

16. Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, contact KNB Catering as soon as possible.

We will assess the cancellation request based on the order status, product type and any applicable legal or contractual requirements.

Custom, made-to-order and specially sourced products may have different cancellation conditions where these were communicated before the order was confirmed.

17. Cancellation After Dispatch

Once an order has been dispatched, cancellation may no longer be possible without first arranging a return.

If you wish to cancel an order after dispatch, contact KNB Catering immediately for instructions.

Any applicable return costs or other conditions will depend on the circumstances and applicable law.

18. Consumer Rights

This policy is intended to operate alongside applicable South African consumer protection legislation.

Nothing in this Returns & Refunds Policy is intended to:

• Remove a consumer’s statutory rights
• Prevent a customer from exercising a right that cannot legally be excluded
• Exclude liability where exclusion is prohibited by law
• Reduce a remedy that a consumer is legally entitled to receive

Where applicable law provides a customer with rights that are more favourable than the terms of this policy, those legal rights will apply.

19. Fraudulent or Abusive Returns

KNB Catering reserves the right to investigate suspected fraudulent, dishonest or abusive return activity.

Examples may include:

• Returning a different product from the one purchased
• Deliberately damaging a product
• Providing false information about a return
• Repeatedly abusing the return process
• Attempting to obtain a refund without returning the applicable product

Any action taken will be subject to applicable law.

20. Proof of Purchase

Customers may be required to provide reasonable proof of purchase before a return, replacement or refund can be processed.

This may include:

• Order number
• Invoice
• Receipt
• Order confirmation
• Payment confirmation
• Other reasonable evidence of the purchase

21. Returns for Promotional or Discounted Products

Promotional, discounted or sale products remain subject to applicable consumer rights.

Where special return conditions apply to a promotion, these conditions will be communicated to customers before purchase where reasonably practicable.

A discounted price does not automatically remove a customer’s statutory rights.

22. Changes to This Policy

KNB Catering may update this Returns & Refunds Policy from time to time to reflect changes to our products, services, business practices or applicable legal requirements.

The latest version will be published on this page with the relevant Last Updated date.

23. Contact Us

For return, refund or cancellation enquiries, please contact KNB Catering:

Business Name: KNB Catering
Reg No: K2018378315

Physical Address:
16-8 Donald Rd. Vincent, KuGompo City, 5241, South Africa

Phone: +27 71 964 9855
Email: info@knbcatering.co.za
Website: https://knbcatering.co.za/

Business Hours:
Monday – Saturday: 8:00 AM – 5:00 PM
Sunday: Closed