Refund policy
RETURN AND REFUND POLICY
Effective date: 29 September 2026
Kgothatso Makokoe Global Luxury House is operated by Kgothatso Makokoe (Pty) Ltd.
We are committed to providing our clients with products of exceptional quality and to handling returns and refunds with care, fairness and transparency.
1. CHANGE-OF-MIND RETURNS
For products that are eligible for return, the product must be returned unused, unopened, undamaged and in its original packaging, including all original seals, labels and accessories.
Because fragrance products are personal-use and hygiene-sensitive products, opened or used fragrance products may not be returned solely because the customer has changed their mind, subject always to any mandatory rights that apply under the laws of the customer's jurisdiction.
2. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
If your order arrives damaged, defective, incomplete or different from the product ordered, please contact us as soon as reasonably possible at:
sales@kgothatsomakokoe.com
Please provide your order number and, where appropriate, photographs showing the condition of the product and packaging.
We will assess the matter and, where applicable, arrange an appropriate remedy in accordance with applicable consumer-protection law.
3. RETURNS
Returns must be authorised by Kgothatso Makokoe Global Luxury House before the product is sent back.
We will provide return instructions where a return is approved.
Customers should retain proof of return shipment until the return has been received and processed.
Unless otherwise required by applicable law, return shipping costs for a change-of-mind return are the responsibility of the customer.
4. REFUNDS
Where a refund is approved, the refund will generally be made using the original payment method.
Refund timing may depend on the payment provider and financial institution used for the original transaction.
Where a product is defective, damaged, incorrect or otherwise subject to a mandatory refund or remedy under applicable law, the applicable legal requirements will prevail.
5. INTERNATIONAL ORDERS
International customers are responsible for reviewing the delivery, customs, import-duty and tax requirements applicable in their destination country before placing an order.
Any applicable customs duties, import taxes, clearance charges or similar charges imposed by the destination country are the responsibility of the customer unless expressly stated otherwise at checkout.
International returns may be subject to additional shipping, customs or import requirements.
6. EU CUSTOMERS
Where EU consumer law applies, customers retain all mandatory rights, including applicable statutory rights concerning defective or non-conforming goods and the applicable right of withdrawal for distance purchases.
Where the statutory exception for sealed goods that are unsuitable for return for health or hygiene reasons applies, the right of withdrawal may cease once the product has been unsealed.
Nothing in this policy is intended to exclude or limit any mandatory consumer rights applicable to a customer.
7. PROCESSING
Once an approved return has been received, we will inspect the product and communicate the outcome to the customer.
Where a refund is approved, the applicable refund will be processed in accordance with this policy and applicable law.
8. CONTACT
For returns, refunds or product-related enquiries, please contact:
Kgothatso Makokoe Global Luxury House
Kgothatso Makokoe (Pty) Ltd
Email: sales@kgothatsomakokoe.com