EASTERN WEAR BY KERSH

Refunds, Returns, Exchanges and Cancellation Policy

Effective date: 19 October 2026

Eastern Wear by Kersh aims to provide a transparent and fair shopping experience. This policy explains how returns, exchanges, refunds and cancellations are handled for purchases made through our online store.

Nothing in this policy is intended to exclude or restrict a customer's rights under applicable South African consumer protection legislation.

1. Change-of-mind returns

For eligible online purchases, customers may have a statutory right to cancel under section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA), where that provision applies.

Where applicable, the cancellation period is seven days after receipt of the goods. The customer may be responsible for the direct cost of returning the goods as permitted by law. Statutory exceptions may apply.

For voluntary exchanges or returns outside statutory rights, Eastern Wear by Kersh may apply reasonable conditions, including requirements that items be unworn, unused and returned with original tags and packaging where applicable.

Please contact us before returning an item so that we can provide the correct instructions.

2. Defective, damaged, unsafe or incorrect goods

If an item arrives defective, damaged, unsafe or materially different from what was ordered, please contact us as soon as reasonably possible.

Customers retain all applicable statutory rights. Under section 56 of the Consumer Protection Act 68 of 2008 (CPA), eligible goods that fail to meet the applicable quality requirements may be returned within the statutory six-month period, subject to the law's requirements.

Where section 56 applies, the customer may direct the supplier to repair or replace the goods, or refund the price paid, as provided by law.

These rights are not restricted by our standard 24-hour voluntary exchange period or our rules for change-of-mind returns.

3. How to report a problem

To report a defective, damaged or incorrect item:

1. Contact us using the customer-service details published on our website.

2. Provide your order number, name and contact details.

3. Describe the problem and explain whether the item is defective, damaged, unsafe or incorrect.

4. Where reasonably possible, provide photographs or videos showing the item, its packaging and any visible damage. An unboxing video may also assist our investigation if available, but it is not a mandatory condition for reporting a problem or exercising applicable statutory rights.

5. Keep the item and packaging until we provide return instructions.

6. We will assess the issue, explain the next steps and arrange the applicable remedy.

We will handle complaints fairly and promptly. Any inspection of the item will be conducted in a manner that does not unlawfully delay or restrict statutory rights.

Where the law requires us to bear the cost of returning defective or non-compliant goods, we will make the appropriate arrangements.

4. Refunds and store credit

Store credit or an exchange may be offered where appropriate. However, customers will not be restricted to store credit where applicable law entitles them to a monetary refund.

Where a monetary refund is legally due, Eastern Wear by Kersh will confirm the applicable refund arrangement and initiate the refund through the appropriate payment channel, in accordance with applicable law.

For purchases made using Payflex, we will follow Payflex's prescribed refund procedure so that the applicable instalment plan can be adjusted. We will communicate relevant processing information to the customer.

5. Clothing, jewellery and sale items

Clothing, jewellery and sale items remain subject to applicable statutory consumer protections.

The fact that an item is discounted, on special or part of a sale does not, by itself, remove a customer's legal rights concerning defective, damaged, unsafe or incorrectly supplied goods.

Any product-specific limitation will apply only to the extent permitted by law.

6. Voluntary exchanges

For voluntary exchanges outside statutory rights, customers should contact us within 24 hours of receiving the item.

Such exchanges are subject to stock availability and reasonable product-condition requirements.

The 24-hour period applies only to this voluntary exchange process. It does not restrict statutory rights relating to defective, damaged, unsafe, incorrectly supplied or otherwise non-compliant goods, or any applicable statutory cancellation right.

7. Pre-orders and special orders

For pre-order products, the expected arrival timeframe, deposit requirements and balance-payment arrangements will be communicated before the customer places the order.

Cancellation, deposit and refund arrangements are subject to applicable consumer protection legislation. Nothing in this section excludes statutory rights relating to eligible electronic transactions, non-delivery or defective goods.

If a pre-order is delayed or cannot be fulfilled, please contact us so that we can explain the available options and applicable remedies.

8. Contact us

To report a return, exchange, cancellation, defective item or refund query, please contact Eastern Wear by Kersh through:

• Email: orders@easternwearbykersh.com

• WhatsApp or telephone: 068 247 7199

Please provide your order number, contact details and a description of your query.

We will acknowledge and assess your request, explain any information reasonably required, and advise you of the next steps. We will handle the matter in accordance with applicable consumer protection legislation.

Our commitment: We aim to handle all customer concerns transparently, fairly and in accordance with applicable South African consumer protection legislation.