KULTURE KRATE – AFTER-SALES SUPPORT POLICY

Last updated: 2026/01/22

Thank you for supporting Kulture Krate.
As a growing South African startup, we aim to provide quality products and a positive customer experience. While we do not offer formal guarantees or warranties, we do review after-sales concerns on a case-by-case basis and will always try to reach a fair outcome.

1. Our approach to after-sales support

All products sold by Kulture Krate are prepared with care and checked before dispatch. We also document our Quality Control.
If you experience an issue with your order, you are welcome to contact us and we will review the matter reasonably and in good faith.

📧 After-sales contact: support@kulturekrate.co.za

We aim to respond within a reasonable timeframe, however response times may vary depending on order volume and business capacity.

2. Reporting an issue

If there is a problem with your order, please contact us within 7 days of delivery and include:

• Your order number
• A clear description of the issue
• Supporting photos or videos where applicable

Issues reported outside this timeframe may be considered normal wear, handling, or usage.

3. What we may offer (at our discretion)

Depending on the nature of the issue, and after assessment, we may offer one of the following solutions:

• A replacement of the affected item
• A store credit or discount for future use
• A partial or full refund

The solution offered will depend on factors such as:

• The severity of the issue
• Whether the item is custom-made
• Whether the issue resulted from production or customer-provided information

Kulture Krate reserves the right to determine the most appropriate resolution.

4. Custom and made-to-order items

Most Kulture Krate products are custom or made-to-order.

Please note:

• Orders cannot be changed or cancelled once production has started
• Refunds or replacements are not offered for errors caused by incorrect artwork, text, measurements, or details supplied by the customer
• Minor variations in colour, finish, or material are normal and not considered defects

5. Order changes and cancellations

Before production starts

• Requests to cancel or modify an order may be accommodated
• Price differences may apply if changes are approved

After production starts

• Changes or cancellations are generally not possible
• If cancellation is approved, any costs already incurred may be deducted

6. Delivery delays

Delivery timelines provided are estimates only.

If a delay occurs due to factors within our control, we will review the situation and may offer:

• A store credit; or
• A partial refund

No compensation is offered for delays caused by couriers, customs, public holidays, or events beyond our control.

7. Shipping issues

Incorrect or missing items

If an item is missing or incorrect, please notify us within 7 days of delivery.
Where verified, we may arrange a replacement or suitable resolution.

Lost or damaged parcels

Once an order has been handed to a courier, delivery risks fall largely outside our control.
We will assist with courier investigations but cannot guarantee replacement or refund in all cases.

Incorrect delivery details

Customers are responsible for ensuring delivery information is accurate.
Kulture Krate is not responsible for failed deliveries caused by incorrect or incomplete addresses.

8. What is not covered

After-sales support does not apply to:

• Normal wear and tear
• Damage caused by misuse or improper handling
• Customer-approved artwork or design errors
• Changes of mind on custom products
• Issues reported outside the stated timeframe

9. Fair use

We reserve the right to refuse after-sales requests that are abusive, unreasonable, repetitive, or inconsistent with this policy.

10. Policy updates

This policy may be updated as Kulture Krate grows. The latest version will always apply to new orders.