Refund policy

Return and Refund Policy

Last updated: 12-05-2026

We want you to love your Knead product. If it isn't right for you, or if something goes wrong, we'll do our best to make it right. This policy explains how our 90-day satisfaction guarantee works, what qualifies for a refund, and what doesn't.

Our 90-Day Satisfaction Guarantee

You have 90 days from the date your order is delivered to request a refund if you are not satisfied with your Knead product, or if the product is faulty.

We've designed this policy to be lenient and customer-friendly: in most cases, we will issue a refund without requiring you to return the product, provided the requirements below are met.

How to Submit a Claim

To request a refund, email support@getknead.co.za with:

  1. Your order number (e.g. #1234).
  2. The reason for your refund request — please describe the issue clearly.
  3. Proof of the fault or issue, in the form of:
    • Photos or video of the defect (e.g. the device not powering on, visible damage on arrival, a broken component, or any other fault).
    • For non-fault refunds (e.g. you didn't get on with the product), a brief written explanation of why the product wasn't right for you.

We aim to respond to all refund requests within 2 business days.

Refunds Without Return

For most claims, we will not require you to return the product. The proof you provide (photos, video, or written description) is sufficient to process your refund. This saves you the hassle of repacking and shipping.

We reserve the right to request the product back in specific circumstances — for example, if we need to inspect a recurring defect for our supplier, or if a claim cannot reasonably be assessed from the information provided. In those cases, we will cover the return shipping cost.

What Qualifies for a Refund

You are entitled to a refund if:

  • The product arrived damaged, defective, or not as described.
  • The product stopped working within the 90-day period through no fault of your own.
  • You are not satisfied with the product after giving it a fair try, and you can describe why (this helps us improve).

What Does Not Qualify

A refund will not be issued where:

  • The product has been damaged through misuse — including (but not limited to) submerging the device in water, using it while charging, dropping it, using it on areas explicitly warned against in our Terms of Service or Medical Disclaimer, or attempting to disassemble or modify it.
  • The claim relates to an injury or adverse reaction caused by failure to follow the warnings, Medical Disclaimer, or user manual.
  • The claim is made more than 90 days after delivery.
  • The product was purchased from a third-party reseller rather than directly from getknead.co.za.
  • The claim is unsupported and no reasonable proof or description of the issue can be provided.

A refund decision under this policy is separate from any rights you may have under the Consumer Protection Act 68 of 2008, which continue to apply.

How Refunds Are Processed

Approved refunds are processed to your original payment method within 5–10 business days of approval. Depending on your bank or card issuer, the funds may take an additional few days to reflect in your account.

If the original payment method is unavailable (e.g. a closed card), we'll arrange an alternative method with you directly.

Damaged or Incorrect Items on Arrival

If your order arrives damaged, was delivered to the wrong address, or contains the wrong item, please contact us within 7 days of delivery with photos. We will arrange a replacement or full refund at no cost to you — this is in addition to the 90-day guarantee.

Cancellations Before Dispatch

If you'd like to cancel your order before it has been dispatched, email us as soon as possible at support@getknead.co.za. We process orders quickly, but if we can stop the shipment in time we will issue a full refund. Once an order has been handed to the courier, our standard 90-day policy applies.

Your Rights Under the Consumer Protection Act

Nothing in this policy limits the rights granted to you under the Consumer Protection Act 68 of 2008, including your right to return goods that are defective, unsafe, or not fit for the purpose for which they were intended.

If you believe a refund has been wrongly declined, you may contact:

  • The Consumer Goods and Services Ombud (www.cgso.org.za)
  • The National Consumer Commission (www.thencc.gov.za)

We always prefer to resolve disputes directly — please give us the chance to make it right first by emailing support@getknead.co.za.

Contact

Email: support@getknead.co.za Website: getknead.co.za

We read every refund request personally and we want every customer to walk away feeling fairly treated, even if the product wasn't right for them.