Buyer Protection

Return Policy


Sold by Konga

At Konga, we always put our buyers first, and that means making sure you get what you want. Our comprehensive return policy ensures you have every chance of getting the right item(s) for you and provides coverage in the off chance that we make any inaccuracies in delivery.

Customers will be able to return defective products within 7 days of delivery for a replacement, exchange or a Konga wallet refund. Please note that this refund will only take place if a product cannot be replaced or exchanged.

Customers will be able to return non-defective products within 7 days of delivery for only an exchange.

Please note items cannot be returned WITHOUT the invoice of the order.

After 7 days from date of receipt of product, no refunds/returns/exchanges are covered by Konga. Should the buyer be dissatisfied with the product for any reason and the time frame for returns has elapsed, they can still contact Customer Care to attempt to help in any way we can. If the product has a manufacturer’s warranty that is still active after the return time frame has elapsed, the buyer should contact the manufacturer directly.

For more information on the return policy for products sold by Marketplace Sellers, click here.

Defective Products

For product quality issues where the product is being returned, the buyer covers the cost of return shipping. Once we receive the item and subsequently determine that the item is indeed defective, Konga will reimburse the cost of return shipping with equivalent loyalty points to their shopping account. If the product is found not to be defective, the buyer incurs the return shipping costs and is not eligible for any of the return options. Buyers can also opt to drop off their items at a nearby pickup point.

All items must be returned in their original packaging, with accessories and all other items originally included with the product(s) delivered.

The following are not considered defects and do not entitle you to free return shipping:

    • defects resulting from normal wear and tear;
    • items of clothing or accessories that do not fit (where you have incorrectly estimated your size);
    • DVD encoding not being compliant with your zone (where the DVD encoding was clearly and correctly stated in the product description);
    • electronic hardware or software (including computer games) purchased by you which are not compatible with your operating system and/or existing hardware (where system requirements have been stated on the product detail page)
    • Electronic and photographic equipmentwhich show evidence of
      • impact, sand, liquid or moisture damage;
      • dropping, mishandling or tampering;
      • battery or chemical corrosion;
      • damage caused by connected equipment; or
      • use contrary to the applicable instruction manual
    • All Electronics are insured against theft and damages incurred during transit. If you receive a package that is open or looks to have been tampered with, do not accept it, and contact us immediately. If you notice any physical defects on your product upon delivery (e.g. cracks, scratches, rips etc), please contact Konga within 48 hours of delivery.

Non-defective Products

When the buyer initiates a return for non-defective products (where buyer is just not satisfied upon receipt of product) within the return time frames mentioned above, they will bear the cost of return shipping. They can also opt to drop off at the pickup points.

Exceptions

The following are not eligible for return or replacement:

  • Items with broken package seals;
  • Damages due to misuse of product;
  • Incidental damage due to malfunctioning of product;
  • Any consumable item which has been used or installed;
  • Products with tampered or missing serial/UPC numbers;
  • Jewelry, innerwear, lingerie, and socks;
  • Any damages/defects which are not covered under the manufacturer's warranty;
  • Any product that is returned without all original packaging and accessories, including the box, manufacturer's packaging if any, and all other items originally included with the product(s) delivered;
  • Products in the Books category;
  • CDs/DVDs/Computer Software that has been opened/unsealed; and
  • Products in the Food & Drink category.
  • Weave on and other hair extensions.
Note: A customer can only return a non-defective item if he/she is requesting an exchange. Items sold in a clearance sale are final and are not eligible for return.

Replacements and Exchanges

If you receive a product that is defective or unsatisfactory for any reason, we offer a like-for-like replacement, or an exchange for another product within 7 days of delivery. Like-for-like product replacements are subject to availability of products. If we no longer have that product in stock, we will offer you an exchange for a similar product or another product of your choice. If the product being exchanged is of greater value than the product you are requesting (i.e. you are exchanging your item for something cheaper), Customer Care will assist in ordering the new item using the funds from the initial purchase. The difference will be refunded to the buyer’s Konga Wallet.

If the product being exchanged is of lesser value than the product you are requesting (i.e. you are exchanging your item for something more expensive), Customer Care will assist you in ordering the new item and buyer can opt to pay the difference upon delivery (Cash on Delivery) or pay via bank transfer.

That's it! Our return policy is designed to be hassle-free and ensure that buyers are always satisfied with their purchases, and when they aren't, we are here to make things right.

Still have questions? Please check out our Frequently Asked Questions page or contact us.

Sold by Marketplace Seller

The return policy for products sold by Marketplace Sellers can vary depending on the Seller, in some cases, Sellers may choose not to offer a return policy.

You can identify which returns policy a seller is offering for a particular product by checking the icons on the Product Information page. A Seller can specify a return period of 7, 14, or 30 days. For more information on icons, click here.

Before returning a product, always contact the Seller to discuss your claim. During the returns period, items can be returned, exchanged, and refunds can be issued depending on your agreement with the Seller. If you have questions about a Seller’s return policy, if in any doubt, be sure to contact the Seller before making your purchase.

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