Refund & Returns Policy

Last updated: August 2026

At Kynova, customer satisfaction is important to us. If you experience an issue with your order, we are here to help.

Returns

If you would like to request a return, please contact us at support@kynova.co.za as soon as reasonably possible after receiving your order.

Please include:

• Your order number.

• The reason for the return.

• Clear photographs where relevant.

• Any other information reasonably required to assess the request.

Returns will be assessed in accordance with this policy and applicable South African consumer protection laws.

Where a return is approved, the product should generally be:

• Unused and in its original condition.

• In its original packaging where reasonably possible.

• Accompanied by proof of purchase.

These requirements do not limit or exclude any consumer rights that cannot legally be excluded under South African law.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive an incorrect item, please contact us at support@kynova.co.za as soon as possible.

To help us resolve the issue efficiently, please provide:

• Your order number.

• Clear photographs of the product.

• Clear photographs of the packaging.

• A description of the issue.

Kynova will assess the matter and, where appropriate, arrange a repair, replacement, refund, or another suitable remedy in accordance with applicable South African law.

Where a product is defective or does not meet the requirements of applicable consumer protection legislation, your statutory rights will apply.

Lost or Delayed Orders

If your order appears to have been lost or significantly delayed during delivery, please contact us at support@kynova.co.za.

Kynova will investigate the matter with the relevant delivery partner and work to resolve the issue as quickly as reasonably possible.

Kynova may not be responsible for delivery problems caused by incorrect or incomplete information supplied by the customer, failure by the customer to be available to receive the order, or circumstances beyond our reasonable control.

Refunds

Once a returned product or relevant claim has been assessed, we will notify you of the outcome.

If a refund is approved, it will generally be processed using the original payment method used for the purchase.

Refund processing times may vary depending on the payment provider or bank.

Where required by applicable South African law, refunds will be processed within the legally prescribed timeframe.

Cooling-Off and Consumer Rights

Nothing in this policy limits, excludes, or waives any rights that consumers may have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act, or any other applicable South African law.

Where a statutory cooling-off, cancellation, return, refund, replacement, repair, or other consumer right applies, Kynova will comply with the applicable legal requirements.

Non-Returnable Products

For hygiene and safety reasons, opened or used beauty and personal-care products may not be eligible for return where applicable law permits such exclusion.

This does not affect any consumer's statutory rights relating to defective, unsafe, incorrect, or otherwise non-compliant products.

Return Shipping

Where a return is required because a product is defective, damaged, incorrect, or otherwise covered by a statutory consumer remedy, Kynova will arrange or contribute towards the appropriate return costs where required by applicable law.

For other approved returns, the customer may be responsible for the cost of returning the product.

Order Cancellations

If you wish to cancel an order, please contact us at support@kynova.co.za as soon as possible.

We will make reasonable efforts to accommodate cancellation requests before an order has been dispatched.

Where a consumer has a statutory right to cancel or rescind a transaction, Kynova will comply with the applicable legal requirements.

Consumer Rights

Nothing in this Refund & Returns Policy is intended to limit or exclude any rights available to consumers under South African law.

If any provision of this policy conflicts with a mandatory provision of applicable law, the applicable law will take precedence.

Contact Us

If you have any questions regarding refunds, returns, cancellations, or your order, please contact us:

Email: support@kynova.co.za