KIDSROCK RETURNS, REFUNDS & EXCHANGES POLICY
Last updated: 17 September 2026
At Kidsrock, we want our customers to shop with confidence. This Returns, Refunds & Exchanges Policy explains how returns, exchanges, cancellations and refunds are handled for products purchased online from www.kidsrockgroup.co.za.
This policy applies to orders placed through the Kidsrock website and delivered within South Africa.
Nothing in this policy is intended to limit any rights that a consumer may have under applicable South African consumer protection legislation.
1. STANDARD PRODUCTS — 7-DAY RETURNS
For standard, non-customised products purchased online, customers may request a return within 7 calendar days from the date the product is received.
A return may be requested for reasons including:
- Change of mind
- Incorrect size or colour ordered
- Product no longer required
- Product not suitable for the customer’s needs
Where the statutory cooling-off right applicable to an online transaction applies, the customer may cancel the transaction without having to provide a reason.
For change-of-mind returns, the customer is responsible for the direct cost of returning the product to Kidsrock.
Kidsrock does not charge a restocking fee for approved returns.
Products should not be damaged, altered, stained, modified or misused beyond what is reasonably necessary to inspect the product.
Where reasonably possible, the product should be returned with its original packaging, accessories, components and instructions.
This does not limit any statutory rights available to the customer.
2. CUSTOM-MADE AND PERSONALISED PRODUCTS
Kidsrock manufactures and supplies certain products specifically according to a customer’s requirements.
These may include:
- Furniture manufactured to specific dimensions
- Products made in a customer-selected colour or fabric
- Custom upholstery
- Personalised products
- Custom-printed products
- Specially manufactured furniture
- Products altered from our standard specifications at the customer’s request
Products that are made to the customer’s specifications or are clearly personalised are not eligible for a change-of-mind return under the standard 7-day return policy once production has commenced.
Customers are therefore encouraged to carefully check dimensions, colours, fabrics, spelling, artwork and other custom specifications before approving an order for production.
This exclusion applies only to change-of-mind cancellations and does not remove the customer’s rights where the product is defective, damaged, incorrectly manufactured or materially different from the specifications agreed with Kidsrock.
3. DEFECTIVE, DAMAGED OR UNSAFE PRODUCTS
If a product is defective, unsafe, damaged or does not meet the quality standards required by applicable South African consumer legislation, please contact Kidsrock as soon as reasonably possible.
Customers may contact:
Email: returns@kidsrockgroup.co.za
Shop: +27 12 004 0952
Mobile & WhatsApp: +27 60 525 1679
To help us assess the matter quickly, please provide:
- Your name
- Order number
- Description of the problem
- Photographs or video showing the defect or damage, where reasonably possible
Under the Consumer Protection Act, qualifying defective or unsafe goods may be returned within six months after delivery, without penalty and at the supplier’s risk and expense.
Where the statutory requirements are met, the customer may be entitled to choose between a:
- Repair
- Replacement; or
- Refund
Any statutory rights provided by applicable South African law remain fully applicable.
4. INCORRECT PRODUCT DELIVERED
If Kidsrock delivers a product that is different from the product ordered, please contact us as soon as reasonably possible.
Kidsrock will arrange for the incorrect product to be collected or returned at no cost to the customer.
Depending on the customer’s preference and product availability, Kidsrock will then:
- Supply the correct product; or
- Provide an appropriate refund.
5. PRODUCTS DAMAGED DURING DELIVERY
Customers should inspect products as soon as reasonably possible after delivery.
If visible delivery damage is identified, please take photographs of:
- The product
- The packaging
- The damaged area
- Any visible damage to the delivery packaging
Send the information to:
returns@kidsrockgroup.co.za
Where Kidsrock or its appointed delivery service is responsible for the damage, Kidsrock will arrange the appropriate collection, replacement, repair or refund at no additional return-transport cost to the customer.
6. EXCHANGES
Kidsrock accepts exchanges of eligible standard products within the applicable 7-day return period, subject to product availability.
Where an exchange is requested because the customer:
- Ordered the wrong size
- Selected the wrong colour
- Ordered the incorrect product; or
- Changed their mind
the customer will be responsible for the direct cost of returning the original product and any applicable delivery cost for the replacement product.
Where an exchange is required because Kidsrock supplied an incorrect, defective or damaged product, Kidsrock will cover the reasonable return and replacement delivery costs.
If the replacement product costs more than the original product, the customer must pay the difference before dispatch.
If it costs less, the applicable difference will be refunded.
7. HOW TO REQUEST A RETURN
Before returning a product, please contact Kidsrock using:
Returns & Refunds: returns@kidsrockgroup.co.za
Shop Telephone: +27 12 004 0952
Mobile & WhatsApp: +27 60 525 1679
Please provide:
- Your full name
- Order number
- Product being returned
- Reason for the return
- Photographs where the product is damaged, defective or incorrect
Kidsrock will provide you with the appropriate return instructions.
8. RETURN METHODS
Approved products may be returned using one of the following methods:
In-store return
Products may be returned to:
Kidsrock
Silvermall, Shop 33
Pretoria Road
Silverton
0184
South Africa
Courier return
Customers may also return approved products by courier after receiving return instructions from Kidsrock.
For large furniture or bulky products, Kidsrock may arrange collection using an appropriate transport provider.
Customers should not arrange an expensive return or furniture collection before contacting Kidsrock.
9. RETURN TRANSPORT COSTS
Change-of-mind returns
For a standard product being returned because of a change of mind or customer ordering error, the customer is responsible for the direct cost of returning the product.
Where Kidsrock arranges collection of a large or bulky product, the applicable collection cost will be communicated to the customer before collection.
Defective, damaged or incorrect products
Where a product qualifies as defective, damaged on delivery, incorrectly supplied or incorrectly manufactured, Kidsrock will bear the reasonable return or collection cost as required by applicable law.
10. RESTOCKING FEES
Kidsrock does not charge a restocking fee for approved returns.
The customer may, however, be responsible for the direct return transport cost where the return is due to a change of mind or customer ordering error.
11. REFUNDS
Once an eligible returned product has been received, Kidsrock will inspect and process the return.
For ordinary approved returns, refunds are normally processed within 7 business days after the returned product has been received and the return has been approved.
Where the statutory cooling-off provisions applicable to an electronic transaction apply, the refund will be processed within the period required by South African law and, in any event, within 30 days from the applicable cancellation date.
Refunds will normally be made using the same payment method used for the original purchase, unless another lawful method has been agreed with the customer.
After Kidsrock processes the refund, the time taken for funds to reflect may depend on the customer’s bank, card issuer or payment provider.
12. ORIGINAL DELIVERY CHARGES
Where a return is due to an incorrect, defective or damaged product for which Kidsrock is responsible, Kidsrock will refund or bear the applicable reasonable delivery costs as required by law.
For qualifying statutory online cancellations, refunds will be dealt with in accordance with applicable consumer legislation.
For voluntary change-of-mind returns that fall outside a statutory entitlement, any original delivery costs that have already been incurred are not refundable unless Kidsrock agrees otherwise.
13. SALE AND PROMOTIONAL PRODUCTS
Purchasing a product on sale or promotion does not remove the customer’s statutory consumer rights.
Eligible standard sale products purchased online remain subject to the applicable return provisions in this policy.
Defective, unsafe, damaged or incorrectly supplied sale products remain protected by applicable consumer legislation.
14. ORDER CANCELLATIONS BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, please contact Kidsrock as soon as possible at:
returns@kidsrockgroup.co.za
For standard products that have not yet been dispatched, Kidsrock will process the cancellation and applicable refund.
For custom-made or personalised products, cancellation availability depends on whether manufacturing or customisation has already commenced.
Once production of a custom-made or personalised product has commenced, a change-of-mind cancellation may no longer be accepted.
This does not limit any statutory rights the customer may have.
15. RETURNS OF ASSEMBLED OR USED PRODUCTS
Opening packaging or reasonably inspecting a product does not automatically remove a customer’s statutory rights.
However, for voluntary change-of-mind returns, Kidsrock may decline a return where the product has been:
- Materially damaged by the customer
- Modified
- Altered
- Stained
- Misused
- Improperly assembled
- Damaged through incorrect installation or handling
This does not apply where the problem arose because the product itself was defective, unsafe or incorrectly supplied.
16. PRODUCT COLOUR AND DISPLAY VARIATIONS
Kidsrock makes reasonable efforts to display product colours accurately on our website.
Colours may, however, appear slightly different depending on a customer’s phone, computer, screen settings, lighting conditions or display technology.
Minor screen-related colour variations do not automatically constitute a product defect.
For custom-made products, customers should carefully confirm selected fabrics, materials and colours before production begins.
17. CONSUMER RIGHTS
This policy is intended to operate in accordance with applicable South African legislation, including the:
Consumer Protection Act 68 of 2008; and
Electronic Communications and Transactions Act 25 of 2002.
Nothing in this policy excludes, restricts or replaces any consumer right that cannot lawfully be excluded or restricted.
If any provision of this policy conflicts with a mandatory provision of applicable South African consumer law, the applicable legislation will prevail.
18. CONTACT KIDSROCK
For all returns, refunds, exchanges, defective-product or incorrect-order enquiries, please contact:
Kidsrock
Silvermall, Shop 33
Pretoria Road
Silverton
0184
South Africa
Returns & Refunds: returns@kidsrockgroup.co.za
Shop: +27 12 004 0952
Mobile & WhatsApp: +27 60 525 1679
Website: www.kidsrockgroup.co.za
Our team will provide the appropriate return, exchange, collection or refund instructions.