Last updated: 16 October 2026
Overview
At Kai.Ros, our products are created with purpose, quality and meaning. Most of our printed apparel is produced on demand after an order is placed. This helps us reduce unnecessary stock and create products for our customers individually.
Please read this policy before placing your order. Nothing in this policy limits or excludes any consumer right that cannot lawfully be limited or excluded under South African law.
- PRINT-ON-DEMAND PRODUCTS
Our printed garments are produced specifically in response to customer orders. Once an order has entered production, it may not be possible to cancel or change it.
For this reason, we ask customers to check their selected design, garment colour and size carefully before completing checkout.
The fact that a product is printed on demand does not remove your statutory rights if the product is defective, unsafe, incorrectly supplied or otherwise fails to meet the requirements of applicable consumer law.
- DAMAGED, DEFECTIVE OR INCORRECT ITEMS
We want every customer to receive the product they ordered in an acceptable condition.
Please contact us if your order arrives with an issue, including:
- A garment that is defective, damaged or unsafe.
- A design or print that is materially incorrect, missing or significantly different from the design ordered.
- The wrong garment, colour, size or product supplied.
- A product that does not comply with its description or applicable consumer-law requirements.
Please contact us as soon as reasonably possible after discovering the issue. Include your order number, a description of the problem and clear photographs where appropriate.
We will assess the issue and explain the next steps. Where the Consumer Protection Act or other applicable law provides a remedy, we will honour the customer’s applicable rights. Depending on the circumstances and the remedy available under the law, this may include a repair, replacement or refund.
Where a return is required because of a qualifying defect or incorrect supply, Kai.Ros will arrange or cover the reasonable return costs as required by law. Customers will not be charged a penalty for exercising a valid statutory remedy.
- CHANGE-OF-MIND RETURNS
Because our printed products are produced on demand, we do not routinely accept voluntary returns or exchanges simply because a customer has changed their mind, selected the wrong size or colour, or no longer wants the item, except where required by applicable law or where Kai.Ros agrees otherwise.
Certain goods made to a customer’s specifications or clearly personalised may be excluded from the seven-day online cooling-off right under the Electronic Communications and Transactions Act. Whether that exclusion applies depends on the product and circumstances.
Standard Kai.Ros designs printed on garments after an order is placed are not automatically treated as personalised goods for this purpose. Any applicable statutory cooling-off or other cancellation right will be respected.
Where a change-of-mind return is accepted and the law permits the customer to bear the return cost, we will explain the applicable return arrangements before proceeding.
- SIZE AND COLOUR SELECTION
Customers are responsible for checking the available size and colour options and consulting the relevant size guide before ordering.
Garment measurements, colours and fit can vary slightly due to manufacturing tolerances, fabric characteristics, lighting and screen settings. Such ordinary variations do not automatically mean a product is defective.
However, if a garment is materially different from its description, is incorrectly supplied or otherwise fails to meet applicable legal requirements, the customer’s statutory rights remain unaffected.
An incorrect size selected by a customer does not automatically qualify for a free exchange, but we encourage customers to contact us so that we can discuss any available options.
Product Images and Colour Representation
Product images displayed on the Kai.Ros website are intended to illustrate the products and their designs. Mock-ups may not be an exact representation of the finished product, and actual print or embroidery placement and appearance may vary slightly.
Colours displayed are indicative only and may differ from the actual garment or product due to screen settings, monitor colour reproduction and other display variations. A sample purchase is recommended where colour accuracy is important.
Minor variations do not automatically mean that an item is faulty. However, this does not affect your rights where a product is defective, materially different from its description, or otherwise qualifies for a remedy under applicable South African law.
- ORDER CANCELLATIONS AND CHANGES
Please contact us as soon as possible if you need to cancel or change an order.
Before production begins, we will consider whether the requested change or cancellation can be accommodated.
Once a garment has entered production, changes or cancellations may no longer be possible. This operational limitation does not override any cancellation, cooling-off or refund right provided by law.
If Kai.Ros is unable to fulfil an order, we will notify the customer and provide the applicable refund or other remedy required by law.
- RETURNS PROCESS
To report a problem or request a return, please contact us using the contact details published on the Kai.Ros website.
Please provide:
- Your order number.
- Your name and contact details.
- A clear explanation of the issue or reason for the request.
- Photographs or other relevant information, where appropriate.
Please wait for our instructions before sending an item back. This helps us direct the return correctly and avoid unnecessary courier costs.
Where a return is required, please follow the return instructions provided. Do not dispose of or alter a disputed item before we have had a reasonable opportunity to assess the issue, unless necessary for safety or required by law.
- REFUNDS AND REFUND TIMING
Where a refund is due, it will be processed in accordance with applicable law and the circumstances of the transaction.
Refunds will ordinarily be made using the original payment method where reasonably possible. If an alternative arrangement is needed, we will communicate with the customer.
The time taken for the funds to reflect may depend on the payment provider or financial institution. This does not extend any statutory deadline that applies to Kai.Ros.
Where the law gives the customer the choice of an available remedy, we will respect that choice.
- DELIVERY AND FULFILMENT DELAYS
Our products are made to order, and fulfilment includes production, quality checking, packing and courier delivery.
We will communicate any significant unexpected delay or availability issue and provide the options required by applicable law.
If an order is not fulfilled within the agreed period, or within a legally applicable timeframe, the customer’s cancellation and refund rights remain unaffected.
- CONTACT US
For all returns, refunds, exchanges or order-related concerns, please contact:
Kai.Ros Customer Support
Email: info@kai-ros.co.za
Website: https://kai-ros.co.za
We aim to handle every enquiry fairly, respectfully and as promptly as reasonably possible.
- YOUR STATUTORY RIGHTS
This policy is intended to operate alongside the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 and any other applicable South African law.
Nothing in this policy excludes, restricts or waives a consumer right or remedy where such exclusion, restriction or waiver is prohibited by law.
If any part of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.
KAI.ROS — WEAR YOUR MOMENT
QUALITY | PURPOSE | MEANING