Refund and Returns
Refund and Returns Policy
We thank you for choosing the kalaharigrid shop to purchase your products and hope that you are excited to do your planned installation or you can contact us to install one of the packages that you have in mind. We appreciate your business and want you to be completely satisfied with your purchase. However if for any reason you are not, we will replace, refund, or exchange the item as per the information in this, our return policy. To process your return or refund, the proof of purchase is always required.
Return
Our return and refund policy lasts 30 days and if passed since your purchase, we can’t offer you a full refund or exchange. Only regular priced products are eligible for returns within 30 days of purchase and unfortunately sale items cannot be refunded. To initiate a return, please ensure that the product is in its original unused condition (not being fixed or installed), in its original packaging with all accessories and manuals included.
You can then contact us at consult@kalaharigrid.co.za and we will guide you through the process and provide you with a RMA number and an address where to return the product to.
Please note:
You will be responsible for the shipping costs when returning an item. These shipping costs are non-refundable. In the event of a refund, the cost of return shipping will be deducted from the refund amount and the original shipping fee will not be refunded. We strongly recommend that you use a trackable method to mail your return to us as we cannot guarantee that we will receive your returned item.
Refunds
Once we receive your returned item, we will start the process with a technical inspection as per RMA and will then notify you via email regarding the approval or rejection of your refund request.
Please allow us at least seven (7) days from the receipt of your item to process your return and the Refund may take an additional day or two to appear on your credit card statement
Cancellation
Cancellations for any reason prior to shipping incur a 4% fee, as we are not refunded our card processing fees when we do that refund. If you choose to cancel your order after 48 hours, a 10% administration fee will be required and if the supplier has already shipped your order, you will be responsible for the return shipping charges, as well as a 15% warehouse restocking fee.
Exchange request
If an exchange of the product was requested the receiving of your exchanged product may vary depending on your location and on average, it may take between 7 to 10 working days for the exchanged product to reach you. In this case the customer is responsible for shipping both to and from the dispatch address.
Freight Damaged or missing Goods
For any received product that is damaged, please notify us within 24 hours of receipt of the Freight Damaged item so that we can do everything possible to provide you with a satisfactory solution. Failing to immediately note any damage may prevent the carrier from honouring any damage claim.
Before contacting us, please ensure that you have done the following:
- inform the driver immediately.
- Take Pictures of the damaged packaging and product.
- Make a copy of the invoice.
- Make a note of the damaged package on the delivery receipt and make a copy/ take a photo.
Missing items or undelivered packages must also be reported to us within the 24 hrs of receipt and if undelivered, within 7 days after expected receipt.
Online Orders
When an online order is placed or a formal quotation is sent, you will receive an order confirmation that includes the product description, product code or SKU and price. By making payment after receiving this order confirmation, you confirm that the items listed are correct.
You have 48 hours from receipt of the item to notify us if the product ordered was incorrect. After this 48-hour period, we cannot issue a refund or exchange if incorrect items were ordered and delivered and requests for refunds or exchanges if the notification is made after the product has been used or kept beyond the initial 48-hour period. Please check the cancellation clause too.
It is crucial to verify the details of your order upon receipt. If the wrong product or size was ordered, and you notify us within the specified 48-hour period, we will work with you to resolve the issue.
Fairness
If you return an item to us that does not comply with this policy, we are entitled to hold you accountable for any costs incurred to collect, repair, replace, refund, resale, or repack the item/s. and an example would be sending back an item that has been opened where the seals have been broken, the packaging had been damaged, there is no accessories or manuals returned and the product has damage due to being installed or sending an item back with missing parts.
We are then (subject to law) going to reject the return/refund or apply a repackaging fee and handling fee whichever is the case and applicable to get the product/s in a resaleable condition.
We trust that our Refund & Returns Policy shares and addresses any questions and concerns you may have. Should you have any further questions or require additional information, please do not hesitate to contact us at consult@kalahrigrid.co.za and we thank you and appreciate your cooperation.
Last Updated: 22/09/2025