Refund Policy

RETURN AND REFUND POLICY

Return of unwanted products:

Cooling-off period:

We have a 7-day return policy, which means you have 7 (seven) days after receiving your item, to request a return.

You must return any products in a brand new condition with all original packaging and materials (including any accessories or parts relating thereto) to us. You will also need to include the receipt or proof of purchase of the specified item.

To start a return please complete the form which can be found at this link, https://kenwoodretail.co.za/pages/return-form. If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any questions relating to returns at shop.za@delonghigroup.com

PLEASE NOTE:

"Change of mind" returns will attract a R150 return shipping & restocking fee, deductable from your refund amount.

Damages
1. Product damaged on delivery:

Should a Product be damaged or missing any parts or accessories at the time of delivery, please notify us within 7 (seven) days of such delivery by completing the form which can be found at this link: https://shopkenwood.co.za/pages/return-form.

We will arrange to collect the Product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the Product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the Product (or refund you if that is your preference).

2. Defective Products:

Defective Products are those that had a defect or were unsafe when we supplied them to you initially. We highly recommend that you test out the Product you purchased as soon as you have received it to make sure that everything is in working order. A defect usually means that the goods were manufactured using materials, components or workmanship below an acceptable standard. You onus is on you to prove that the Products delivered to you is defective. The following instances will NOT be regarded as defects and will not entitle you to a return under this Policy:

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product;
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose and do not suit you.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom made products (such as special orders or personalized items) and gift cards.

Please get in touch if you have questions or concerns about your specific item.

Standard Warranty

Our standard product warranties per category:

Proof of purchase must be presented as the below warranty periods commence from date of purchase of the Products.

Exchanges
The fastest way to ensure you get what you want is to return the Product (subject to the stipulated Returns Policy)you have, and once the return is accepted, make a separate purchase for the new item. 

Charges and refunds

If you return a defective Product to us, but you fail to return all of the accessories and parts that were sold with that Product, we are entitled to (subject to applicable law) refuse the return, or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.

If you return a Product that does not comply with this Policy, you may be liable to reimburse De’longhi for the cost of collecting the Product from you and the cost of having the Product returned to you.

Under no circumstances will donations you make on our Website, or any goodwill credit you may receive from us, be refunded.

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT will be refunded to your nominated bank account.