Refund policy
KANYO RETURN AND REFUND POLICY
Last updated: May 2026
At Kanyo we stand behind every single product we sell. Your satisfaction is our priority and we want every South African homeowner to feel completely confident when ordering from us.
OUR 30 DAY MONEY BACK GUARANTEE
We offer a full 30 day money back guarantee on all Kanyo products. If you are not completely satisfied with your purchase for any reason contact us within 30 days of receiving your order and we will make it right. No complications. No long processes. Just a simple resolution.
WHAT IS COVERED
✅ Product arrives damaged or broken
✅ Product is defective or not working on arrival
✅ Wrong item received
✅ Product stops working within 30 days of delivery
✅ Product does not match the description on our website
WHAT IS NOT COVERED
❌ Products damaged due to incorrect installation
❌ Products damaged due to water exposure
❌ Change of mind after 30 days
❌ Missing accessories due to customer error
HOW TO REQUEST A RETURN OR REFUND
We have made this process as simple as possible for you
Step 1 — Contact Us On WhatsApp Send us a WhatsApp message with your order number and a brief description of the issue. Our team responds within 24 hours every day including weekends.
Step 2 — Send Us A Photo Or Video For damaged or defective products we may ask you to send a short video or photo showing the issue. This helps us resolve your claim faster.
Step 3 — We Confirm Your Resolution Once we have reviewed your claim we will confirm your refund or replacement within 24 hours.
Step 4 — Receive Your Refund Or Replacement Refunds are processed within 3 to 5 business days back to your original payment method. Replacements are shipped within 48 hours of claim approval.
REFUND OPTIONS
We offer three resolution options depending on your preference:
| Option | Details |
|---|---|
| Full Refund | Returned to your original payment method within 3 to 5 business days |
| Store Credit | Full credit value added to your Kanyo account immediately |
| Free Replacement | New unit shipped to you within 48 hours of claim approval |
DO I NEED TO RETURN THE PRODUCT
In most cases no. For damaged or defective products we do not require you to return the item. A photo or video of the issue is sufficient for us to process your claim. This saves you time and courier costs.
In cases where a return is required we will provide you with a prepaid return label and full instructions.
DELIVERY RELATED ISSUES
My order has not arrived after 14 business days Contact us immediately on WhatsApp with your order number. We will investigate with our courier partner and provide a resolution within 48 hours. If your order is confirmed lost we will send a free replacement immediately.
My order arrived damaged during shipping Contact us within 48 hours of delivery with photos of the damaged packaging and product. We will send a free replacement within 48 hours of your report.
I received the wrong item Contact us immediately. We will arrange collection of the incorrect item and delivery of your correct order at absolutely no cost to you.
CANCELLATIONS
Orders can be cancelled within 24 hours of purchase for a full refund. After 24 hours your order will already be in processing and cancellation may not be possible. Contact us on WhatsApp immediately if you need to cancel.
CONTACT US
For all return, refund and exchange queries contact us directly on WhatsApp. We are available 7 days a week and respond within 24 hours.