Refund policy

Returns & Refunds Policy

Last updated: 2026/01/09

At KAYO Hydration (Pty) Ltd, we take product quality and customer satisfaction seriously. This Returns & Refunds Policy outlines the circumstances under which returns, exchanges, and refunds may be requested, and the conditions that apply.

By purchasing from our website, you agree to the terms set out below.

1. General Policy Overview

Due to the nature of our products (consumable nutritional supplements), returns are limited and strictly controlled in accordance with hygiene, safety, and regulatory standards.

We encourage customers to carefully review product descriptions, ingredients, and usage instructions before completing a purchase.

2. Eligibility for Returns

You may request a return or refund only in the following cases:

2.1 Damaged or Defective Products

If your order arrives:

  • Damaged

  • Defective

  • Leaking

  • Incorrect (wrong product or quantity)

You must notify us within 7 calendar days of delivery.

Required proof:

  • Clear photos or videos of the issue

  • Original packaging

  • Order number

Failure to provide adequate evidence may result in the claim being denied.

2.2 Manufacturing Faults

If a product has a verified manufacturing defect (e.g. compromised seal, contamination), we will:

  • Replace the item or

  • Issue a refund at our discretion

The product must not be substantially consumed.

2.3 Cooling-Off Period (CPA Compliance)

In line with the South African Consumer Protection Act:

  • Customers may cancel an online purchase within 7 days of delivery only if the product is unopened, unused, and in its original sealed packaging.

  • Return shipping costs are the responsibility of the customer.

  • A reasonable handling or restocking fee may be deducted where applicable.

3. Non-Returnable & Non-Refundable Items

For safety, hygiene, and compliance reasons, the following cannot be returned or refunded:

  • Opened or partially used products

  • Products with broken seals

  • Trial packs, samples, or promotional items

  • Clearance or discounted items (unless defective)

  • Products damaged due to improper storage or misuse

  • Allergic reactions or taste preference dissatisfaction

Important: Taste, flavour preference, or personal reaction does not constitute a defect.

4. Refund Conditions & Processing

4.1 Refund Method

Approved refunds will be processed:

  • To the original payment method used at checkout

  • Within 7–10 business days after approval

Processing times may vary depending on your bank or payment provider.

4.2 Partial Refunds

Partial refunds may be issued if:

  • Packaging is damaged

  • Products are returned incomplete

  • There is evidence of misuse

5. Exchanges

We only replace items if:

  • They are defective, damaged, or incorrect

  • Sufficient proof is provided

  • Stock is available

If a replacement is unavailable, a refund or store credit may be issued at our discretion.

6. Return Shipping

  • Customers are responsible for return shipping costs unless the error was ours.

  • We recommend using a trackable shipping service.

  • KAYO is not liable for returns lost in transit.

Returned items must be securely packaged to avoid further damage.

7. Order Cancellations

Orders may be cancelled before dispatch only.

Once an order has been shipped, it is no longer eligible for cancellation and will fall under the returns policy above.

8. Chargebacks & Disputes

Initiating a chargeback without first contacting us may result in:

  • Suspension of future orders

  • Delayed resolution

  • Permanent account restriction

We strongly encourage customers to contact us directly so we can resolve issues efficiently.

9. Limitation of Liability

To the fullest extent permitted by law:

  • KAYO shall not be liable for indirect, incidental, or consequential damages

  • Our maximum liability is limited to the value of the product purchased

Use of our products is at the customer’s own discretion and responsibility.

10. Contact Information

All return and refund requests must be submitted in writing to:

kayohydration@gmail.com
060-342-6742

Include your order number and supporting evidence for faster processing.

11. Policy Updates

We reserve the right to update or modify this policy at any time without prior notice. The version published on our website at the time of purchase will apply.