1. General Returns Eligibility
You have 14 days from the date of delivery to initiate a return if you change your mind. To be
eligible for a return, the following conditions must be met:
– The item must be unused, unworn, and in the exact same condition that you received it.
– It must be in its original, unopened packaging.
Important Note on Hygiene: Due to health, safety, and hygiene standards, any medical
strapping that has been opened, unsealed, or used cannot be returned unless it is found to be
defective.

2. Damaged, Incorrect, or Incomplete Orders
– We take great care in packing your order, but occasionally issues may occur during transit.
– If your order arrives damaged, incorrect, or incomplete, please contact us within 48 hours of
receiving the delivery. You must include clear photos of the packaging and the items received
so we can assist immediately and log a claim with our courier partners.

3. Undeliverable Packages & Failed Collections
– Our courier partners (via Bob Go) will make standard attempts to deliver your parcel to the address
provided during checkout.
– If a parcel is returned to us due to an incorrect address being provided, or failure to collect/
receive the parcel after multiple attempts, the customer will be responsible for any additional
courier return fees.
If you request that the parcel be re-dispatched, a new delivery fee will apply.

4. How to Initiate a Return
– To start a return, please email our support team (sales@kitsa.co.za) with your order number and the reason for the
return. Once your return is authorized, we will provide you with the return shipping address.
Please note: You will be responsible for paying for your own shipping costs for returning an item
due to a change of mind. Shipping costs are non-refundable. We highly recommend using a
trackable courier service, as we cannot guarantee that we will receive your returned item.
5. Refunds Process

• Once your returned strapping or recovery product is received and inspected, we will send you an
  email to notify you of the approval or rejection of your refund
• If approved, your refund will be processed, and a credit will automatically be applied to your
  original method of payment within 5–7 business days.
• If the returned items show signs of use, or are not in their original sealed condition, the refund
  will be declined and you will have the option to have the goods couriered back to you at your
  own cost.

6. Defective Products
If you believe a product has a manufacturing defect, please contact us immediately. Under the
Consumer Protection Act (CPA), we will arrange for the return of the defective item and, upon
inspection and confirmation of the defect, offer a replacement, repair, or full refund.

Policy effective for all orders placed through the KITSA platform. For any questions, please contact our customer service

team.

Sale items cannot be exchanged.