Returns and Refunds Policy

Returns and Refunds

Since all of our garments are either made-to-order, made-to-measure or bespoke pieces, we do not offer refunds on pieces due to the delay caused by loadshedding.

For garments ordered directly from our website only:

We want you to be happy with your purchase from us. However, if for any reason you are not satisfied with your products, you can return them to us within 14 days of receiving them for a refund or exchange.

Please allow 3 business days from the receipt of the garment or proof of defect/damage of the garment for us to process the refund. The amount will reflect in your account based on the payment times stipulated by the banks involved.

Should we not be able to commence or continue with the production of the garment that you ordered directly from this website for any reason specific to our processes, you are entitled to a KayTeko coupon to the value of your original order that can be used at any time on any product on the website or a custom piece, or you can request a full refund to the value of the original order.

For made-to-measure or custom orders only:

A non-refundable 25% deposit is required before work commences, the final balance is payable upon completion. Payment must be received before, or on, the day of collection (if collection is in person) or the day prior to the garment being dropped off at couriers (if courier option is chosen), either by cash or debit card payment. Payments can also be paid monthly until the balance is cleared otherwise the items will not be released to the customer. Please send proof of payment to orders@kayteko.co.za and use the invoice number as the reference.

The client can cancel the order, free of charge, at any time during the consultation process.

Once the order is confirmed and the deposit paid, the order can be cancelled before construction has started, but will incur a fee for the time lost and any toile materials already purchased. The client cannot request a full refund for changing their mind.

If the client decides to cancel the project at the mock-up fitting, the cost of materials and labour for this will be deducted from the refundable deposit paid.

If the client wishes to cancel the project after the toile fitting s/he will incur a fee for the time lost and any toile materials already purchased. Full refunds are not possible as final materials will have been purchased, time allocated to the project and construction started.

Exchanges

The following section applies to orders made directly through this website only.

To be eligible for a return or exchange, your products must be unused, unworn, unwashed, undamaged and in their original packaging with all tags attached. You must also provide us with proof of purchase and a valid reason for returning or exchanging them. Only such items are eligible for an exchange within 10 days of receipt of your item.

Items eligible for an exchange can be exchanged for an item of a bigger or smaller size, or a different item(s) of the same value of the selling price of the original item purchased by you.

Please note that due to the nature of made to order products, we do not accept returns or exchanges for products that are custom-made or made-to-measure according to your specifications.

To initiate a return or exchange, please contact us by email at orders@kayeko.co.za and provide us with your order number, product details and reason for the return or exchange. We will then send you instructions on how to return or exchange your products.

You are responsible for paying the shipping costs for returning or exchanging your products.

Please note that garments sold on this website that are on sale at the time or purchasing are not eligible for exchanges.

Shipping

KayTeko is an e-commerce store with no physical store. As such, deliveries are done door-to-door and we cannot deliver to P.O. box addresses. Please ensure that your nominated physical address for delivery is accurate and complete as this is the information we will pass on to the shipping services for delivery of your purchased item or for delivery of eligible exchanges. Once your item has ben passed onto the shipping services, KayTeko will not be liable for as losses, damages, or additional items specified in our Terms and Conditions to this regard.

You are responsible for ensuring that you or someone is available at the time of delivery to accept the item. KayTeko shall not be held liable for the non-delivery of your item due to the shipping service failing to locate and/or contact you to arrange for delivery.

For items eligible for an exchange, or custom order eligible for a partial refund, you are responsible for the costs of shipping the item to us. Please ensure that you use a reputable courier service which can provide you with a tracking number for you to track the status of the couriered item.

Custom Order

If you want a custom order, contact us at ordercustom@kayteko.co.za with your name and requirement. We may contact you to confirm details pertaining to your custom order. Upon agreement by both parties of the expected date of delivery, cost and additional requirements, a non-refundable 50% deposit is required to begin the production of the item. The remaining 50% will be required in full before we can ship the garment to you.

KayTeko shall not be held liable for any delays in the item being delivered to your nominated physical address that arouse from the shipping process, or that arouse from failure to settle the remaining 50% of the item. 

Please allow 14 business days for a custom order of a garment not sold on the KayTeko catalogue (this will vary depending on the complexity of the design and does not account for the time waiting for a fitting to be done by the customer should this be required).

We thank you for your patience!