Last updated: August 2026
At KLiK AFRiKA, we want customers to shop with confidence while supporting African businesses. As a multi-vendor marketplace, products are sold and fulfilled by independent sellers operating stores through KLiK AFRiKA.
This policy explains how returns, refunds, damaged products and order problems are handled. Your rights under applicable South African consumer law remain unaffected.
1. Return Requests
If you need to return an eligible product, please contact KLiK AFRiKA or follow the return process made available through the marketplace.
Where possible, submit your request with:
- Your order number
- The product concerned
- The reason for the return
- Photographs where the item is damaged, defective or incorrect
Do not return a product without first receiving the appropriate return instructions.
2. Damaged, Defective or Incorrect Products
If you receive a product that is damaged, defective, materially different from its description or different from what you ordered, report the problem as soon as reasonably possible.
Please keep the product and its packaging and provide photographs where requested.
The matter will be reviewed with the relevant seller and an appropriate remedy will be provided in accordance with applicable law. Depending on the circumstances, this may include a replacement, repair or refund.
3. Change-of-Mind Returns
Some purchases may qualify for cancellation or return under applicable consumer and electronic-commerce legislation.
Where a return is not required by law, an individual seller may choose whether to accept a change-of-mind return, subject to the seller’s disclosed store policies.
Products returned for change-of-mind reasons should generally be unused, in their original condition and, where applicable, in their original packaging.
4. Products That May Not Be Returnable
Subject to applicable consumer rights, certain products may not be eligible for change-of-mind returns because of their nature.
These can include:
Personalised or custom-made products, products made specifically to a customer’s requirements, perishable goods, and certain sealed hygiene, beauty or personal-care products once opened.
A restriction on change-of-mind returns does not remove rights a customer may have where a product is defective, unsafe, incorrectly supplied or otherwise fails to meet applicable legal requirements.
5. Return Shipping Costs
Responsibility for return shipping depends on the reason for the return.
Where a product is defective, damaged, incorrectly supplied or otherwise subject to a statutory remedy, return costs will be handled in accordance with applicable law.
For an accepted change-of-mind return that is not the result of seller error, the customer may be responsible for the return delivery cost where legally permitted.
Customers will be advised of the applicable return procedure before sending the product.
6. Multi-Vendor Orders
An order placed through KLiK AFRiKA may contain products from more than one independent seller.
Products from different sellers may therefore need to be returned separately.
A return or refund relating to one seller’s product does not automatically affect products purchased from another seller in the same checkout transaction.
7. Refunds
Once a refund has been approved, it will be processed using the appropriate marketplace/payment process.
Where possible, refunds will be returned through the original payment method.
Processing times after a refund has been issued may vary depending on the payment provider or financial institution.
Shipping charges will be refunded where required by applicable law or where otherwise approved as part of the return.
8. Order Cancellations
If you wish to cancel an order, contact us as soon as possible.
If the seller has not yet begun processing or dispatching the order, cancellation may be possible.
If the order has already been dispatched, the applicable return process may need to be followed instead.
Any statutory cancellation rights available to the customer remain unaffected.
9. Missing Deliveries
If your order has not arrived within the expected delivery period, first check any tracking information provided with your order.
If you still cannot locate the shipment, contact KLiK AFRiKA with your order number so that the matter can be investigated with the relevant seller and delivery provider.
10. Marketplace Disputes
Customers and sellers are encouraged to resolve legitimate order problems fairly and promptly.
KLiK AFRiKA may assist in communications between a customer and seller and review relevant order information where a dispute arises.
KLiK AFRiKA may take appropriate marketplace action where a seller repeatedly fails to fulfil orders, misrepresents products or breaches marketplace requirements.
11. Your Consumer Rights
Nothing in this policy is intended to exclude, restrict or replace rights available to consumers under applicable South African law.
Where this policy conflicts with a mandatory consumer right, the applicable law will take precedence.
12. Need Help With a Return?
If you have a problem with an order or would like to request a return, use the Contact KLiK AFRiKA page.
Please include your order number and the email address used when placing the order so we can identify the transaction.