You can cancel or change any order at no cost until the hamper has been packed and handed to the courier. Email hello@kini-app.co.za with your order number and tell us what you need: a different hamper, a different address, or a full refund.

Hampers are dispatched within 2 – 4 working days, so reach us as early as you can.

Tell us within 48 hours of delivery if a hamper arrives damaged, if an item is missing, or if the hamper is not the one you ordered. Send us:

your order number;
what is damaged, missing or incorrect;
a photograph of the item and its packaging, where you can.
We will replace the item or the hamper, or refund it, your choice. Where the fault is ours we cover the cost of collection and redelivery. Please ask the recipient to keep the packaging until we have resolved it.

Because you order online without seeing the goods, the Consumer Protection Act gives you seven days from delivery to cancel and return unopened, undamaged, non-perishable items for a refund.

To use this right, email us within those seven days. We arrange collection, and the cost of returning the goods is for your account. We refund the price of the returned items, less any reduction in value where they are not in a resaleable condition, within 10 working days of receiving them.

For health and food-safety reasons we cannot accept back:

• opened, partly used or unsealed food and household products;
• perishable or short-dated items, unless they were faulty on arrival;
• items damaged after delivery through misuse or incorrect storage;
• items reported to us more than seven days after delivery, unless they are defective.

None of this limits your rights in respect of goods that were defective, unsafe or not as described.

Where a listed item is unavailable we pack a substitute of the same type, at least the same quantity and at least the same quality, at no extra cost. A substitution of that kind is not a defect and does not entitle you to a refund of the hamper.

If a substitute does not meet that standard, treat it as an incorrect item under section 02 and we will refund or replace it.

If nobody is available, the courier contacts the number on the order and arranges a second attempt. Where a delivery fails because the address or contact number was incorrect, or nobody could be reached across the courier's attempts, the hamper is returned to us and a further delivery charge applies to the next attempt.

If you decide not to proceed at that point, we refund the hamper less the delivery and return costs already incurred. Perishable items that cannot be resold cannot be credited.

Refunds go back to the card or account that paid for the order, we cannot pay a refund to a different person, including someone who contributed towards the hamper. Arrangements between family members are a matter between them.

Once approved, a refund is processed within 5 working days and usually reflects within 5–10 working days, depending on your bank. We refund the delivery fee as well where the whole order was our error or was cancelled before dispatch.

Where family members contributed towards a hamper, the person who completed checkout is our customer. That person raises any return or refund request, and receives the refund. We are not able to split a refund between contributors.

Email hello@kini-app.co.za or use the contact form, with your order number in the message. We respond within one working day, Monday to Friday, 08:00 – 17:00 SAST.

This policy forms part of our terms and conditions and does not limit your rights under the Consumer Protection Act 68 of 2008.