Return & Refund Policy

Thank you for shopping with the Kids-Can Hope Store.

Every purchase helps us continue supporting children and families affected by childhood cancer through the work of the Kids-Can Cancer Foundation. We truly appreciate your support.

Returns

If you are not completely satisfied with your purchase, you may request a return within 14 days of receiving your order.

To be eligible for a return, your item must:

• Be unused, unworn, and in its original condition.

• Be returned with all original packaging and tags (where applicable).

• Be accompanied by proof of purchase.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

• Earrings and other pierced jewellery.

• Personalized or custom-made products.

• Gift cards.

• Digital products or downloadable content.

• Sale or clearance items (unless the item is faulty).

Books may only be returned if they arrive damaged or have a manufacturing defect.

Damaged or Incorrect Orders

Please inspect your order upon delivery.

If you receive:

• A damaged item,

• A defective product, or

• The wrong item,

please contact us within 7 days of delivery. Include:

• Your order number.

• A description of the issue.

• Clear photographs of the item and packaging.

We will assess the issue and arrange a replacement, exchange, or refund where appropriate.

Exchanges

If you need a different size or colour (where available), please contact us within 14 days of receiving your order.

Customers are responsible for return shipping costs unless the exchange is due to our error or a faulty product.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved:

• Refunds will be processed to your original payment method.

• Please allow 5–10 business days for your bank or payment provider to process the refund.

Original shipping charges are non-refundable unless the return is due to our error or a faulty item.

Return Shipping

Unless the return is due to an incorrect, damaged, or defective product, customers are responsible for the cost of returning items.

We recommend using a tracked courier service, as we cannot be responsible for items lost during return shipping.

International Orders

International customers are responsible for any customs duties, taxes, or import fees charged by their country.

Shipping fees are non-refundable unless the order was incorrect or faulty.

How to Request a Return

To start a return, please contact us with:

• Your full name

• Order number

• Reason for the return

• Photos (if the item is damaged or incorrect)

Our team will provide you with the next steps and return instructions.

Consumer Rights

This policy is in addition to your rights under the Consumer Protection Act, 68 of 2008 (South Africa). Nothing in this policy limits your statutory consumer rights.

Thank you for supporting the Kids-Can Hope Store. Every purchase helps us provide hope, practical support, and care to children and families facing childhood cancer.