Refund, Cancellation and Returns Policy
At King Kasongo, we aim to be fair, transparent and clear about how orders, refunds and cancellations are handled.
1. Order acceptance
A quote is an estimate and becomes binding only when the order is accepted and the agreed payment or deposit is received. Prices, availability, transport, customs requirements and delivery times may change before confirmation.
2. Cancellation before dispatch
Customers may cancel an order before dispatch or before supplier payment, export processing, route booking or shipment commitment is made. Any refund will be processed less any non-refundable costs already incurred, such as supplier fees, banking fees, route bookings, customs documentation, inspections or freight charges.
3. Route, stock or supplier issues
If stock is unavailable, the supplier cannot complete the order, a vehicle fails inspection, export documentation cannot be obtained, or the confirmed route is no longer available, King Kasongo may cancel the order and offer a refund or alternative solution where possible. In such cases, any third-party or non-recoverable costs may be deducted from the refund.
4. Cross-border and delivery conditions
Delivery dates are estimates unless confirmed in writing. Cross-border orders may be affected by border delays, customs holds, permit issues, weather, route disruption, transport delays or customer document requirements. These factors may affect timing and delivery outcome.
5. Returns
Returns are limited by product type, route, customs rules, destination-country requirements, product condition and retailer terms. If an item is damaged, incorrect, not as described, or defective, the customer must contact us as soon as possible and provide supporting information.
Approved returns may require:
- return shipping arrangements
- proof of damage or error
- inspection before refund approval
- deduction of transport, customs, storage or handling costs
6. Refund processing
Approved refunds are normally processed within a reasonable time after verification. Refunds may be returned to the original payment method, issued as store credit, or adjusted to account for costs already incurred. The timing of the refund will depend on the payment provider and the specific order circumstances.
7. Complaints
If a customer has a complaint, dispute or refund query, they should contact King Kasongo with their order reference and supporting information. We will review the matter and respond in a reasonable timeframe.
8. Contact
King Kasongo
Email: info@king-kasongo.co.za
Phone: +27 60 670 2444This policy may be updated from time to time to reflect operational, regulatory or supplier changes.