Cancellation policy
How to cancel an order or pre-order, and what happens to your money.
Last updated 6 November 2026
1. Before dispatch
Email support@karoocollectablesandslabs.co.za with your order number as soon as possible. If the order hasn't been dispatched, we will cancel it and refund you in full, including delivery.
Unpaid EFT orders are cancelled automatically after 48 hours. You don't need to do anything.
2. After dispatch
Once an order has shipped it can't be cancelled, but you can still return it under our refund and returns policy, including the 7-day cooling-off period.
3. Pre-orders
You may cancel a pre-order for a full refund at any time before we have placed the order with our supplier. After that, a cancelled pre-order may incur a 10% handling fee to cover supplier costs. We'll tell you before you confirm.
If the release is delayed by more than 30 days past the estimated date, or the supplier cancels or short-ships, you may cancel for a full refund with no fee.
If we can't fulfil your pre-order, we will cancel it and refund you in full.
4. Cancellations by us
We may cancel an order if an item is unavailable, was listed at an obvious pricing error, payment fails, or we suspect fraud. In each case you receive a full refund.
5. Refund timing
Refunds for cancelled orders are issued within 7 business days, to the original payment method.