Policies

Kremaé delivers across South Africa and to selected international destinations.

Order Processing

Orders require approximately 42–72 hours for processing after payment confirmation. This processing period is separate from the estimated delivery time.

Kremaé holds selected products in stock and sources other products based on customer orders, supplier availability and available inventory. Additional processing time may be required for supplier-sourced products. We will communicate any significant delays to affected customers.

Delivery Estimates

South Africa: 8–14 business days.

International orders: 13–17 business days.

Delivery estimates exclude weekends and public holidays. Actual delivery times may vary depending on product availability, courier operations and customs clearance.

Tracking

Where tracking is available, tracking details will be sent by email once your order has been dispatched.

International customers may be responsible for applicable customs duties and import taxes where these charges have been disclosed and are legally payable.

For shipping enquiries, please contact us through the contact details provided on our website.

At Kremaé, we want our customers to shop with confidence. Returns are handled in accordance with applicable South African consumer protection laws.

Change-of-Mind Returns

Qualifying online purchases may be cancelled within the seven-day cooling-off period provided by section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA), subject to applicable exclusions. Customers may be responsible for the direct cost of returning the goods.

Faulty, Damaged or Incorrect Products

If your item arrives damaged, defective or incorrect, please contact us with your order number and supporting photographs where appropriate.

Under section 56 of the Consumer Protection Act 68 of 2008 (CPA), qualifying defective goods may be returned within six months of delivery. Depending on the circumstances, you may be entitled to a repair, replacement or refund as provided by law.

Where a return is required because of a qualifying defect or an error attributable to Kremaé, we will handle the return in accordance with applicable law.

How to Request a Return

Returns may be requested once delivery has been completed, subject to the applicable return conditions and statutory consumer rights. Please contact us before sending an item back so we can provide return instructions.

Items should be packaged appropriately, with accessories included where applicable. Original packaging should be retained where reasonably possible.

Nothing in this policy excludes or limits any consumer right that cannot lawfully be excluded or limited.

For return enquiries, please contact us through the details provided on our website.

Kremaé aims to handle refund requests fairly and transparently, in accordance with applicable South African consumer protection laws.

When Refunds May Be Available

Refunds may apply to qualifying cancellations, defective or incorrect products, unavailable items, unfulfilled orders and other circumstances where required by law.

For qualifying defective goods, section 56 of the Consumer Protection Act 68 of 2008 provides remedies that may include a repair, replacement or refund, depending on the circumstances. Customers will not be restricted to store credit where the law entitles them to another remedy.

Refund Processing

Approved refunds will ordinarily be processed using the original payment method where reasonably possible.

Applicable statutory deadlines will be observed. For example, qualifying cooling-off refunds under section 44 of ECTA must be made within 30 days after cancellation.

The time taken for funds to reflect in your account may depend on your payment provider or financial institution. This does not extend any statutory deadline applicable to Kremaé.

Unavailable or Unfulfilled Orders

If we cannot supply an ordered product or fail to fulfil an order within the applicable agreed period, customers may have additional cancellation and refund rights under applicable law.

Contact

To request a refund, please contact us through the details provided on our website. Include your order number and the reason for your request.

Nothing in this policy excludes or limits any consumer right that cannot lawfully be excluded or limited.

At Kremaé, we understand that customers may occasionally need to cancel an order.

Cancellation Window

Customers may request cancellation within five business days of placing their order, provided the order has not already been dispatched. Please contact us as soon as possible and include your order number.

This standard cancellation window does not limit any additional cancellation rights available under applicable South African law.

Orders Already Dispatched

Once an order has been dispatched and is in transit, standard order cancellation is no longer available. Customers may request a return after delivery has been completed, in accordance with our Returns and Refunds Policies.

However, statutory cancellation, return and refund rights that apply after dispatch remain unaffected, including qualifying cooling-off rights under the Electronic Communications and Transactions Act 25 of 2002.

Refunds Following Cancellation

Where a cancellation is accepted or a refund is required by law, the refund will be processed using the original payment method where reasonably possible and within the applicable legal timeframe.

Contact

For cancellation requests, please contact us through the details provided on our website and include your order number.

Nothing in this policy excludes or limits any consumer right that cannot lawfully be excluded or limited.

We collect only the information needed to process your order and support you afterwards: name, contact details, delivery address and order history.

We do not sell your information. Marketing emails are sent only with your consent and every message includes an unsubscribe link.

We share limited browsing information with Meta Platforms (Facebook and Instagram) through the Meta Pixel so we can measure how our advertising performs and improve which adverts are shown. This covers pages viewed, products viewed, items added to the cart and checkouts started, together with the cookie identifiers Meta sets. We do not send your name, email address or phone number to Meta.

By placing an order you confirm the details supplied are accurate and that you accept our shipping, returns and refund terms.

Prices are listed in South African Rand and may change. Products are subject to availability.

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Where local law requires it, advertising cookies are only set after you accept them, and nothing is measured until you do. You can change your choice at any time using the Cookie Settings link in the footer, and you can clear or block cookies in your browser settings. Essential cookies are required for checkout to function.