Returns & Refunds Policy

This Returns Policy explains when and how we accept returns and issue refunds for online purchases from https://karusa.co.za.
Because we sell alcoholic beverages and perishable goods, returns are more limited than in other industries. Read this carefully before placing an order.

1. General Principles
   • You are not automatically entitled to a refund, replacement or credit, except as set out in this Policy or required by the Consumer Protection Act 68 of 2008 (CPA).
   • Returns will only be considered where the product is:
   o Defective, damaged or contaminated at the time of delivery; or
   o Incorrect (wrong item or quantity delivered); or
   o Legally required (for example, if we misrepresented the product in a material way).
   • We reserve the right to inspect and verify any returned products before approving a refund or replacement.
   We may require photos, batch numbers and details of the problem before authorising a return.

2. Non-Returnable Items
   We do not accept returns for:
   • Any opened bottles or packaging (unless defective).
   • Products that have been partially consumed.
   • Products damaged due to incorrect storage after delivery (heat, sunlight, freezing, mishandling).
   • Products purchased from third-party retailers or other websites (please deal directly with them).
   • Gift cards or vouchers.

3. Defective or Damaged Products
   If you receive a product that is:
   • Leaking, broken or clearly damaged on arrival; or
   • Contains a significant fault (e.g. severe cork taint, contaminated liquid, obvious spoilage on a new vintage); or
   • Has expired or is otherwise unsafe at the time of delivery,
   then:
4. Notify us within 48 hours of delivery at info@karusa.co.za with:
   o Order number
   o Photos of the packaging and product
   o Description of the issue.
5. Keep all packaging until we confirm next steps.
6. We may arrange collection at our cost or ask you to return to us.
   If we confirm a defect, we will, at our discretion:
   • Replace the product; or
   • Issue a voucher/credit; or
   • Refund the purchase price for the affected items.
   Normal bottle variation and subjective taste preferences are not considered defects.

4. Incorrect Products Delivered
   If we deliver the wrong product or wrong quantity:
5. Notify us within 48 hours of delivery.
6. Do not open or consume the incorrect product.
7. We will arrange collection at our cost and:
   o Send the correct product; or
   o Refund or credit you if the correct product is unavailable.

5. Cooling-Off & “Change of Mind”
   Because our core products are alcoholic beverages and subject to strict quality and traceability requirements, we do not accept “change of mind” returns on correctly delivered wine, beer, spirits or perishable items.
   If you ordered the wrong product or decide you no longer want it after dispatch, we are under no obligation to accept a return or refund, but may, at our discretion, assist where:
   • The goods are unopened, in original condition and safely suitable for resale; and
   • You arrange and pay for return shipping to our farm; and
   • The request is made within 7 days of delivery.
   Any such accommodation will be handled case-by-case and may be refunded as store credit only.

6. Process for Approved Returns
   Where a return is approved:
7. You will receive return instructions and/or a collection booking.
8. Once we receive and inspect the returned goods, we will confirm approval or rejection.
9. If approved:
   o Refunds will be processed back to the original payment method where possible; or
   o A store credit / voucher will be issued.
   Please allow up to 10 working days after our approval for the refund to reflect, depending on bank/payment gateway processing times.
   Shipping and delivery charges are non-refundable, except where we delivered incorrect or defective goods.

7. Karusa Rewards, Coupons & Membership
   • If you used Rewards points, membership benefits or discount coupons on an order that is later refunded:
   o The cash portion may be refunded as above.
   o Rewards points or coupons used on that order may be recredited, cancelled or adjusted at our discretion.
   • Free shipping benefits (e.g. membership free shipping above R1 500) will not be re-extended separately if a refund causes your original order total to fall below the threshold.

8. Contact for Returns
   To log a return or query:
   • Email: info@karusa.co.za
   • Phone: +27 (0)44 272 8717
   • Subject: Online Order Return – [Order Number]