Refund & Return Policy
Last updated: March 2025
Our Commitment
At Kloom, your satisfaction is our priority. If you are not completely happy with your purchase we are here to help. Please read our return policy carefully before initiating a return.
14-Day Return Window
We accept returns within 14 days of delivery. To be eligible for a return, items must meet the following conditions:
- The product must be unopened and unused
- The product must be in its original packaging, with all seals intact
- The return must be initiated within 14 days of the delivery date
For hygiene reasons, we are unable to accept returns on opened or used skincare products unless the item is defective or damaged on arrival.
How to Start a Return
To initiate a return, please follow these steps:
- Email us at savanna@kloom.co.za with your order number and the reason for your return.
- Our team will review your request and respond within 2 business days with confirmation.
- Once your return is approved, securely package the item and post it to our address listed on the website. Please include your order number inside the parcel.
- Upon receipt and inspection of the returned item, we will process your refund or exchange.
We do not charge a restocking fee on any returned items.
Return Shipping Costs
Customer-Initiated Returns
Customers are responsible for return shipping costs when returning a product for reasons other than a defect or error on our part (e.g. change of mind).
Defective or Incorrect Items
If you received a defective, damaged, or incorrect item, Kloom will cover the return shipping costs in full. Please include clear photographs of the defect or damage in your initial email to help us process your claim swiftly.
Refunds
Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 14 days of receiving the return. Please note that your bank or payment provider may take additional time to reflect the refund in your account. We do not charge a restocking fee.
Exchanges
We accept exchanges for unopened and unused products in their original packaging within 14 days of delivery. To initiate an exchange, please contact us at savanna@kloom.co.za. The customer is responsible for any shipping costs associated with the exchange.
Non-Returnable Items
The following items cannot be returned:
- Opened or used skincare products
- Gift cards
- Items purchased on final sale or clearance
Contact Us
If you have any questions about our return policy, please reach out to us at savanna@kloom.co.za or call +27 71 369 9001.
