Refund and Cancellation Policy

Overview

KT COURIERS REFUND & CANCELLATION POLICY

Effective Date: 9 August 2026

Last Updated: 9 August 2026

At KT COURIERS, we aim to provide a reliable, transparent and fair marketplace and delivery experience for our customers.

Because KT Couriers operates as a marketplace connecting customers with independent businesses and vendors, refund requests may depend on the type of order, the reason for the request, the stage of the delivery and whether the issue relates to the vendor, product, payment or delivery service.

This Refund & Cancellation Policy explains when refunds, replacements, credits or other remedies may be available.

Nothing in this policy is intended to limit any rights or remedies that a customer may have under applicable South African law.

WHEN MAY I REQUEST A REFUND?

A refund may be considered in circumstances including:

An order is cancelled before it has been processed or dispatched;

The wrong product was supplied;

A product arrives damaged;

A product arrives spoiled or unsafe;

A material part of an order is missing;

An order is not delivered;

An order is substantially different from what was ordered;

A payment was processed incorrectly;

A delivery was incorrectly completed;

A service was not provided as agreed;

KT Couriers or the relevant vendor is responsible for a qualifying failure.

Refund eligibility will depend on the circumstances of the order and applicable law.

ORDER CANCELLATIONS

2.1 Cancellation Before Processing or Dispatch

Where an order has not yet been processed or dispatched, customers may request cancellation.

Where the cancellation qualifies for a refund, the applicable amount will be refunded to the original payment method, subject to any lawful deductions or charges that may apply.

2.2 Cancellation After Processing or Dispatch

Once an order has been prepared, collected or dispatched, cancellation may no longer be possible.

If cancellation is still possible, the customer may be responsible for costs already incurred, where permitted by law.

For food, grocery, personalised, made-to-order or other time-sensitive products, cancellation may not be possible once preparation has commenced.

WRONG, DAMAGED OR MISSING ITEMS

If you receive an item that is:

Incorrect;

Damaged;

Defective;

Missing;

Materially different from what you ordered; or

Otherwise not in the condition reasonably expected,

please contact KT Couriers as soon as possible.

Where appropriate, we may request:

Your order number;

A description of the problem;

Photographs or videos;

Photographs of the packaging;

Proof of delivery;

Other information reasonably required to investigate the matter.

Depending on the circumstances, the resolution may include:

Replacement of the affected item;

Refund of the affected item;

Partial refund;

Store credit;

Redelivery;

Another appropriate remedy.

Where the issue is caused by a vendor's product or fulfilment, the vendor may be involved in resolving the claim.

FOOD AND PERISHABLE PRODUCTS

Food, groceries and other perishable products require special consideration because of their nature.

A refund or replacement may be considered where:

The food is substantially different from what was ordered;

The wrong food was delivered;

The food is damaged;

The food is spoiled or unsafe;

A significant item is missing;

The order was not delivered;

Another qualifying problem occurred.

Customers should report problems with food or other perishable goods as soon as reasonably possible after delivery, preferably immediately after receiving the order.

Because food quality can be affected by storage, temperature and handling after delivery, delayed complaints may make it difficult to establish the cause of the problem.

PHARMACY, HEALTH AND WELLNESS PRODUCTS

Pharmacy and health-related orders may be subject to additional legal and regulatory requirements.

Certain medicines, health products or other regulated goods may not be eligible for return or refund once supplied or delivered, except where required by applicable law.

Where an incorrect, damaged, defective or otherwise problematic product has been supplied, customers should contact KT Couriers and/or the relevant pharmacy or vendor immediately.

Where prescription medication is involved, the relevant pharmacy may need to assess and resolve the matter in accordance with applicable pharmaceutical and health regulations.

E-COMMERCE AND RETAIL PRODUCTS

For products purchased through participating marketplace vendors, refund and return rights may depend on:

The nature of the product;

The condition of the product;

Whether the product is defective;

Whether the wrong product was supplied;

The applicable vendor's return process;

Applicable South African consumer-protection legislation.

Where a vendor has a separate return or refund policy, that policy may also apply, provided it does not unlawfully limit the customer's statutory rights.

KT Couriers may assist with communicating between the customer and vendor where appropriate.

PARCEL DELIVERIES

For parcel delivery services, a refund may be considered where:

KT Couriers accepts payment for a delivery but fails to provide the agreed delivery service;

A qualifying delivery failure occurs within KT Couriers' responsibility;

A duplicate or incorrect delivery charge was processed;

The delivery is cancelled in accordance with the applicable cancellation terms.

Delivery charges may not be refundable where the delivery could not be completed because of circumstances attributable to the sender or recipient, including:

Incorrect address;

Incomplete address;

Recipient unavailable;

Recipient refusing the parcel;

Failure to provide access;

Failure to provide required delivery information;

Prohibited or improperly packaged items;

Other circumstances outside KT Couriers' reasonable control.

Where a parcel is lost or damaged, the applicable parcel terms, declared value, insurance arrangements and limitations of liability may also apply.

NON-DELIVERY

If an order is not delivered, KT Couriers will investigate the circumstances.

Where the failure is attributable to KT Couriers or the relevant vendor and the customer is entitled to a refund, the applicable amount may be refunded.

A refund may not automatically apply where delivery failed because of circumstances attributable to the customer, including:

Incorrect delivery address;

Incorrect contact information;

Customer unavailable;

Customer refusing the order;

Failure to provide access;

Failure to respond to delivery communications.

Where appropriate, the customer may instead be offered an opportunity to arrange a redelivery.

DELIVERY DELAYS

KT Couriers aims to provide estimated delivery times.

Delivery times may be affected by circumstances including:

Traffic;

Weather;

Vendor preparation times;

High order volumes;

Road closures;

Accidents;

Public events;

System failures;

Customer availability;

Other circumstances outside reasonable control.

A delay does not automatically create a right to a refund.

However, where a delivery failure or substantial delay is attributable to KT Couriers or the relevant vendor and applicable law provides a refund or other remedy, KT Couriers will assess the matter accordingly.

DELIVERY FEES

Delivery fees are generally separate from the price of the products purchased.

Where an order qualifies for a refund, the treatment of the delivery fee will depend on the reason for the refund.

A delivery fee may be refunded where:

The delivery was incorrectly performed;

The order was not delivered due to KT Couriers' failure;

The delivery was cancelled before the service was performed;

Another circumstance requires the delivery fee to be refunded.

Delivery fees may not be refundable where the customer is responsible for the failed delivery or cancellation, subject to applicable law.

SUBSCRIPTIONS AND RECURRING SERVICES

Where KT Couriers offers subscription or recurring services:

Customers may cancel future billing where cancellation is permitted;

Cancellation generally applies to future billing cycles;

Services already provided may not be refundable unless otherwise required by law;

Any applicable subscription-specific terms will be displayed before purchase.

Where a subscription has a separate cancellation or refund policy, that policy will apply together with this Refund Policy.

PROMOTIONS, DISCOUNTS AND VOUCHERS

Promotional discounts, vouchers, coupons, credits and special offers may be subject to specific terms and conditions.

Unless otherwise stated:

Promotional discounts have no cash value;

A promotional benefit may not be refundable separately from the qualifying purchase;

Where an order is refunded, the treatment of promotional benefits will depend on the applicable promotion;

Fraudulent or abusive use of promotional codes may result in cancellation of the benefit or account restrictions.

DUPLICATE OR INCORRECT PAYMENTS

If you believe you have been charged:

Twice for the same order;

The wrong amount;

For an order that was not successfully placed; or

For a transaction that you did not authorise,

please contact KT Couriers as soon as possible.

We will investigate the transaction and, where appropriate, arrange a refund or correction.

HOW TO REQUEST A REFUND

To request a refund, contact:

Email: support@ktcouriers.com

Please provide:

Full name;

Order number;

Date of order;

Reason for the refund;

Description of the issue;

Photographs or supporting evidence where applicable;

Any other information reasonably required to investigate the request.

For faster assistance, customers should report damaged, incorrect, missing or spoiled products as soon as possible after delivery.

REFUND INVESTIGATION

Once a refund request is received, KT Couriers may investigate the circumstances.

Depending on the nature of the claim, we may communicate with:

The customer;

The vendor;

The delivery partner;

Payment service providers;

Other relevant service providers.

We may request additional information or evidence before making a final decision.

Submitting a refund request does not automatically guarantee approval.

REFUND METHODS

Where a refund is approved, we will generally attempt to return the funds using the original payment method.

Depending on the payment method and circumstances, refunds may be subject to processing times imposed by the relevant payment provider or financial institution.

Where the original payment method is unavailable, KT Couriers may contact the customer to determine an appropriate alternative method, subject to applicable verification requirements.

REFUND PROCESSING TIMES

Approved refunds will generally be submitted for processing within 7 business days after approval.

The time for the funds to appear in the customer's account may depend on:

The payment provider;

The customer's bank;

The payment method;

Transaction processing times;

Weekends and public holidays.

Customers should allow additional time for the refund to reflect after KT Couriers has processed it.

NON-REFUNDABLE OR RESTRICTED ITEMS

Certain products or services may have restrictions on returns or refunds because of their nature.

These may include, where permitted by law:

Perishable food;

Certain opened health or hygiene products;

Personalised or custom-made products;

Products made specifically to a customer's specifications;

Certain prescription or regulated products;

Products that cannot reasonably be returned for health or safety reasons;

Services that have already been fully performed.

These restrictions do not remove any mandatory rights or remedies that a customer may have under applicable South African law.

CUSTOMER RESPONSIBILITIES

Customers are responsible for providing accurate information when placing an order.

This includes:

Correct name;

Correct contact number;

Correct delivery address;

Accurate delivery instructions;

Correct product selection;

Any information necessary for successful delivery.

A customer may not be entitled to a refund where an order or delivery fails because the customer provided incorrect or incomplete information, subject to applicable law.

FRAUDULENT OR ABUSIVE REFUND REQUESTS

KT Couriers reserves the right to investigate refund requests that appear fraudulent, dishonest or abusive.

Examples may include:

Repeated false claims;

Falsely reporting items as missing;

Falsely claiming an order was not received;

Manipulating promotional offers;

Providing fraudulent evidence;

Unauthorised use of another person's account;

Other attempts to obtain refunds improperly.

Where appropriate and lawful, KT Couriers may restrict or suspend an account and may take further action.

THIRD-PARTY VENDORS

KT Couriers operates as a marketplace connecting customers with participating businesses and vendors.

Where the refund relates primarily to a product supplied by a vendor, KT Couriers may coordinate with that vendor to investigate and resolve the issue.

However, KT Couriers will not use the marketplace structure to unlawfully exclude or reduce any consumer rights that apply under South African law.

CONSUMER RIGHTS

This policy is intended to operate together with applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008, where applicable.

Nothing in this policy is intended to:

Exclude mandatory consumer rights;

Waive a right that cannot lawfully be waived;

Prevent a customer from exercising a statutory remedy;

Create restrictions that are prohibited by applicable law.

Where a statutory consumer right provides a remedy that differs from this policy, the applicable law will prevail.

POLICY CHANGES

KT Couriers may update this Refund & Cancellation Policy from time to time to reflect:

Changes to our Services;

Changes to our marketplace;

Changes to vendor arrangements;

Changes to payment systems;

Changes to delivery operations;

Changes in applicable law or regulations.

The updated policy will be published on our website and will take effect from the date stated in the revised policy.

CONTACT US

For refund, cancellation or order-related assistance:

KT COURIERS

Email: support@ktcouriers.com

Website: ktcouriers.com

When contacting us, please include your order number where available.

ACKNOWLEDGEMENT

By placing an order or using KT Couriers Services, you acknowledge that you have read this Refund & Cancellation Policy.

This policy should be read together with the applicable KT Couriers Terms & Conditions, Privacy Policy, Vendor Terms and other applicable service-specific terms.

Effective Date: 9 August 2026

Last Updated: 9 August 2026

© KT COURIERS. All rights reserved.