Returns, Refunds & Cancellations
Return Policy
My Karoo Home has a 21-day return policy from the date your order was shipped. If you would like to request a return, please submit a return request within 21 days from shipping date. Only the person who placed the order, can request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging.
If your item arrived damaged, please notify us within 1 day of receipt thereof. Please include photos and a detailed description
To start a return, you can contact us at hello@mykaroohome.com - please include your order number and details about the return. We will reply with a Return Request Number (RRN).
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return cannot be accepted.
Your item must be returned within 5 days of receiving the RRN. Please send us a tracking number so that we can keep track of the parcel. Please note that you remain responsible for the item while in transit to us and you should ideally insure the item with your courier. For any item that arrives to us damaged, we will request that you lodge a claim with your courier. Not all couriers will accept liability on items such as ceramics and glass - please make sure to clarify this with your courier before shipping.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Custom-ordered products unfortunately cannot be returned. This includes fabric cut to your requested length, curtain rails and other fixtures made to order, and any handmade tile pre-orders. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
If you would like to exchange your item, then please indicate this in the return request.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Please note that all European Union orders will be shipped after the 14 day period only.
Refund Policy
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please take note of the following:
- All tile and lighting that is returned will incur a restocking fee of 10%.
- If you no longer qualify for free shipping with the return, then shipping will be charged back at the applicable rate at time of ordering.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@mykaroohome.com.
Cancellation Policy
Cancellation will be determined by the delivery option selected.
Overnight courier within South Africa: if a business day, the order can only be cancelled within 1 hour from time of ordering, otherwise up until 7AM on the next business day.
Economy shipping within South Africa: the order can be cancelled on the same day of ordering, up until 7AM on the next business day.
International shipping to the European Union: the order can be cancelled up until 14 days from date of ordering.
International shipping everywhere else: the order can be cancelled on the same day of ordering, up until 7AM on the next business day.
For orders which miss the cancellation window, shipping will proceed as per the selected option.
Last updated: 6 November 2024