Refund and Returns Policy

The KickDen Refund and Returns Policy

Effective Date: 1 May 2026 | Last Updated: 1 May 2026

1. Overview

At The KickDen, we take pride in delivering quality sneakers and ensuring that every customer has a positive shopping experience. We understand that sometimes a purchase may not be exactly right, and we want to make the returns process as straightforward as possible.

This Refund and Returns Policy sets out the terms and conditions under which you may return a product purchased from our online store at www.thekickden.co.za. This Policy is read together with our Terms and Conditions and is compliant with the Consumer Protection Act 68 of 2008 (“CPA”) of South Africa.

2. Return Window

You may return an eligible item within 30 (thirty) calendar days of the date of delivery. Returns requested after this period will not be accepted, except where required by law or at our sole discretion.

To initiate a return, you must contact us within the 30-day window before sending any item back. Returns sent without prior authorisation will not be processed.

3. Eligibility for Returns

To qualify for a return, the following conditions must be met:

The item must be in its original, unworn, and unaltered condition
The item must be in its original packaging, including the shoebox, tissue paper, tags, and any accessories or extras included
The item must not show any signs of wear, dirt, scuffs, or damage caused after delivery
Proof of purchase (order confirmation or receipt) must be provided
The return must be initiated within 30 days of the delivery date

3.1 Items That Cannot Be Returned

The following items are not eligible for return:

Items that have been worn, washed, or used in any way
Items returned without their original packaging or shoebox
Items marked as Final Sale, Clearance, or Non-Returnable at the time of purchase
Gift cards or store credit vouchers
Items damaged due to misuse, negligence, or improper care after delivery
Custom or personalised orders

4. Accepted Reasons for Return

We accept returns for the following reasons:

Wrong size: you received a size different from what you ordered
Wrong item: you received a product different from what you ordered
Defective or damaged item: the item arrived with a manufacturing defect or was damaged during transit
Change of mind: subject to the item being unworn and in original condition, within the 30-day window

Please note that change-of-mind returns may be subject to a return shipping fee (see Section 7).

5. How to Initiate a Return

Follow these steps to return an item:

Step 1 — Contact us: Email us at info@thekickden.co.za with your order number, the item(s) you wish to return, the reason for the return, and clear photos of the item if it is defective or damaged.
Step 2 — Await authorisation: Our team will review your request and respond within 2 to 3 business days with either an approval or further questions.
Step 3 — Package your item: Once approved, securely repackage the item in its original box and packaging. Include a copy of your proof of purchase inside the parcel.
Step 4 — Ship the item: Send the parcel to the return address provided in our approval email. We strongly recommend using a trackable courier service, as we cannot be held responsible for items lost in transit.
Step 5 — Confirmation: Once we receive and inspect the returned item, we will notify you by email and proceed with your refund or exchange.

6. Exchanges

We offer exchanges for a different size or colour of the same product, subject to stock availability. If the product you would like to exchange for is of a higher value, you will be required to pay the difference. If it is of a lower value, we will issue a store credit for the difference.

To request an exchange, follow the same process outlined in Section 5. Please indicate in your return request that you would prefer an exchange and specify the size or variant you require.

7. Return Shipping Costs

The following applies to return shipping costs:

Defective, damaged, or incorrect items: The Kick Den will cover the cost of return shipping. We will arrange a courier collection or reimburse reasonable shipping costs upon submission of proof.
Change-of-mind returns: The customer is responsible for the cost of returning the item. Shipping costs are non-refundable.

We recommend using a reputable, trackable courier service. The KickDen is not liable for any items lost or damaged during return transit.

8. Refunds

8.1 Refund Approval

Once your return is received and inspected, we will send you an email notifying you of the approval or rejection of your refund. If approved, your refund will be processed within 7 to 10 business days.

8.2 Refund Methods

Refunds will be issued using the original payment method where possible:

Credit or debit card payments: refunded to the original card
EFT payments: refunded via bank transfer to the account provided
Store credit: issued to your account immediately upon approval

We do not issue cash refunds under any circumstances.

8.3 Partial Refunds

Partial refunds may be granted in the following situations:

Items returned in a condition that is not fully original (minor handling marks, missing tissue paper but box intact)
Items returned after the 30-day window but approved at our discretion

8.4 Non-Refundable Charges

The following charges are non-refundable:

Original delivery/shipping fees paid at checkout
Return shipping fees for change-of-mind returns

9. Defective or Damaged Items

If your order arrives defective, damaged, or materially different from what was advertised, you are entitled to a remedy under the Consumer Protection Act. Please contact us within 7 (seven) days of delivery to report the issue.

We may request photographs or video evidence of the defect or damage before processing your claim. Depending on the nature of the defect, we will offer one of the following remedies:

A full replacement of the same item (subject to stock availability)
A full refund to your original payment method
A store credit equivalent to the purchase price

10. Your Rights Under the Consumer Protection Act

This Policy does not limit or waive any rights you have under the Consumer Protection Act 68 of 2008. In terms of the CPA, you have the right to:

Return goods that are unsafe, defective, or do not conform to the description provided
Receive a refund, replacement, or repair for goods that are found to be defective within 6 (six) months of delivery
Cancel a transaction resulting from direct marketing within 5 (five) business days of the transaction or delivery

Where any provision of this Policy conflicts with the CPA, the CPA shall prevail.

11. Order Cancellations

Orders may be cancelled without penalty within 24 (twenty-four) hours of placement, provided the order has not yet been dispatched. To cancel an order, email us immediately at info@thekickden.co.za with your order number.

If your order has already been dispatched, it cannot be cancelled. You may, however, initiate a return once the item is delivered, in accordance with this Policy.

12. Contact Us

For all return, refund, and exchange enquiries, please contact us:

Business: The Kick Den Returns Email: info@thekickden.co.za Website: www.thekickden.co.za Response Time: 2 to 3 business days

This Policy is governed by the laws of the Republic of South Africa. Step Into Your Element.