Refund and Returns Policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.  

To be eligible for a return, your item must be in the same condition that you received it, unopened or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.  

To start a return, you can contact us at info@kupeglow.co.za. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.  

You can always contact us for any return question at info@kupeglow.co.za. 

Damages and issues  
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards. 

Exchanges  
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 

Refunds  
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

1. Definitions  

1) “Business Customer” means a customer who is not a Consumer. 

2) Consumer” means an individual who is not acting for the purposes of his or her business or profession. 

3) KMG Office Supplies (Pty) Ltd t/a Kupe Glow means KMG Office Supplies (Pty) Ltd t/a Kupe Glow also referred to as “we” or “us” in these terms and conditions. 

4) “Catalogue” means the catalogue of products and services offered by KMG Office Supplies (Pty) Ltd t/a Kupe Glow.

5) “Force Majeure” means any cause affecting the performance by KMG Office Supplies (Pty) Ltd t/a Kupe Glow of its obligations arising from acts, events, omissions, happenings or non-happenings beyond its reasonable control including (but not limited to) governmental regulations, fire, flood or any disaster or industrial dispute affecting a third party. 

6) “Normal Working Hours” means 8 am to 5 pm on a Working Day. 

7) “Working days” means Monday to Friday, excluding Public holidays. 

Please note that special terms apply to Consumers, which prevail over the other provisions of these terms and conditions. Customers who are Consumers are referred to Clause 13. 

2. Orders  

1) All contracts of sale made by KMG Office Supplies (Pty) Ltd t/a Kupe Glow shall be deemed to incorporate these terms and conditions, which shall prevail over any other terms from the party (“the Customer”) with whom KMG Office Supplies (Pty) Ltd t/a Kupe Glow is dealing. Cancellation of orders by business to business customers is not accepted as many orders are despatched on the same day the order is placed. Cancellation of orders by Consumers will be accepted in accordance with the Consumer Protection Act. Nothing in these terms and conditions is intended to impinge upon a Consumer’s statutory or contractual rights to reject faulty goods. 

2) All orders are subject to acceptance and to availability of the goods ordered: KMG Office Supplies (Pty) Ltd t/a Kupe Glow is entitled to refuse any order placed by you. 

3) You undertake  and warrant that: 

        a) All details you provide to us for the purpose of purchasing goods or services offered on our web site are correct and You, the Customer, accepts that full liability for orders placed using a valid user id and password lies with You and not KMG Office Supplies (Pty) Ltd t/a Kupe Glow and 

        b) The credit or debit card you use to make a purchase from us is your own card or your company’s card, that you are authorised to use it, and that there are sufficient  funds or credit facilities to cover the cost of any goods or services you order from us. We reserve the right to obtain validation of your credit or debit card details before providing you with any goods or services. 

4) Please note, KMG Office Supplies (Pty) Ltd t/a Kupe Glow may record and / or monitor inbound and outbound calls and electronic traffic for training purposes. 

3. Prices  

1) Goods and services are invoiced at the price prevailing at time of acceptance of order. VAT is charged at the rate applicable at the time of invoicing or otherwise in accordance with the law. 

2) KMG Office Supplies (Pty) Ltd t/a Kupe Glow reserves the right to modify the prices from time to time. 

3) Any prices quoted by KMG Office Supplies (Pty) Ltd t/a Kupe Glow in local currency may be adjusted by KMG Office Supplies (Pty) Ltd t/a Kupe Glow due to fluctuations in the prevailing exchange rate that is applicable from time to time, currency dependant. 

4) All amounts payable hereunder are payable in full and remitted back to KMG Office Supplies (Pty) Ltd t/a Kupe Glow without offset or deduction for taxes (including withholding tax) and custom duties. 

4. Delivery, Title and Risk  

1) KMG Office Supplies (Pty) Ltd t/a Kupe Glow shall use reasonable endeavours to despatch goods by the date agreed with the customer, but does not accept liability for failure to deliver within the stated time where this is caused by circumstances beyond our reasonable control, such as delays caused by delivery companies or manufacturer lead times. If a delay is likely, we shall contact the customer and advise of the delay. 

2) In the case of a Business Customer, if KMG Office Supplies (Pty) Ltd t/a Kupe Glow is unable to deliver the goods within 30 days of the agreed delivery date , the Customer will, as its sole remedy, be entitled to cancel the order and require any monies paid to KMG Office Supplies (Pty) Ltd t/a Kupe Glow in respect of that order to be refunded. In order to cancel, the Customer must send written notice of cancellation to KMG Office Supplies (Pty) Ltd t/a Kupe Glow after the above date but before delivery of the goods or notification from KMG Office Supplies (Pty) Ltd t/a Kupe Glow that the goods are ready for delivery. This Clause does not apply to Consumers. 

3) In the case of Business Customers, KMG Office Supplies (Pty) Ltd t/a Kupe Glow does not accept liability for shortages or damage to deliveries unless the Customer notifies KMG Office Supplies (Pty) Ltd t/a Kupe Glow of the shortage or damage in writing within 48 hours of receipt of the delivery. 

4) Business Customers are required to be able to accept the goods when they are ready for delivery within Normal Working Hours. 

5) Delivery is deemed to take place when the goods are delivered to the Customer’s nominated address, whereupon the risks of loss, breakage and all damage and all other risks shall pass to the Customer. 

6) Title in the goods does not pass to the Customer until payment is received in full by KMG Office Supplies (Pty) Ltd t/a Kupe Glow. 

7) If the Customer cannot accept delivery, KMG Office Supplies (Pty) Ltd t/a Kupe Glow may at its option: (a) store and insure the goods at the Customer’s expense and risk or (b) sell the goods at the best price reasonably obtainable and (after deducting reasonable storage insurance and selling costs) pay to the Customer any excess over the sale price or charge the Customer for any shortfall or (c) re-arrange delivery provided that KMG Office Supplies (Pty) Ltd t/a Kupe Glow may charge the Customer for the additional delivery costs incurred. 

8) The Customer may request a Proof of Delivery, provided that this request is made in writing within 3 months of the date of delivery and KMG Office Supplies (Pty) Ltd t/a Kupe Glow shall use reasonable endeavours to provide such proof. Thereafter, delivery shall be deemed to have been successfully completed. 

9) Upon delivery of the goods, the Customer will be asked to sign a Proof of Delivery to acknowledge safe receipt. It is the responsibility of the Customer to ensure that the number of packages delivered corresponds with the number stated on the delivery note. Where a discrepancy occurs or where there is evident damage to the packaging, this should be noted on the Proof of Delivery. KMG Office Supplies (Pty) Ltd t/a Kupe Glow shall not be liable for discrepancies or damage evident on delivery where the Customer accepts delivery and signs the Proof of Delivery without amendment. 

10) KMG Office Supplies (Pty) Ltd t/a Kupe Glow reserve the right to part ship goods on all orders to the customer and to invoice each shipment separately, unless otherwise stipulated by the customer. This is to make sure that the customer receives their stock in a fast and efficient manner. 

5. Payment  

1) Payment is due on shipment unless a Customer has been approved for credit. KMG Office Supplies (Pty) Ltd t/a Kupe Glow’s standard credit terms require payment within 30 days from the date of the invoice, except in the case of transactions where different terms are agreed in writing. 

2) If payment is not made on the due date, KMG Office Supplies (Pty) Ltd t/a Kupe Glow will be entitled to charge interest daily on the outstanding balance at the rate of 3% above the prevailing Prime lending rate from time to time and in any event an administration fee in the sum of R250 shall be applied to each overdue invoice. 

6. Product specifications  

1) KMG Office Supplies (Pty) Ltd t/a Kupe Glow makes every effort to supply the goods as advertised but reserves the right to supply the goods subject to minor variations in actual dimensions and specifications where these are changed by the manufacturer. 

2) If KMG Office Supplies (Pty) Ltd t/a Kupe Glow cannot supply the goods ordered by the Customer, KMG Office Supplies (Pty) Ltd t/a Kupe Glow reserves the right to offer goods of equal or superior quality at no extra cost. In such a case, if the Customer does not wish to accept the alternative goods offered, he or she may cancel the order and require the refund of any money paid to KMG Office Supplies (Pty) Ltd t/a Kupe Glow in respect of that order, including carriage charges. This shall be the sole remedy of the Customer in these circumstances. 

3) Due to the current manufacturing methods of active matrix display panels, a small percentage of sub-pixel anomalies (i.e. a pixel stuck on or off) are accepted by the industry as unavoidable. Accordingly, because the manufacturing yield of perfect active matrix panels is low, displays may have some sub-pixels that are either always on or off. The cost of accepting only theoretically perfect displays would almost double the price of a portable computer using an LCD screen. Please be aware of this before purchasing a TFT screen. KMG Office Supplies (Pty) Ltd t/a Kupe Glow has to adhere to the manufacturer’s guidelines stipulating that a given number of pixel failures are deemed acceptable before the TFT screen is accepted for replacement on grounds of fault. 

7. Trade names and Trade Marks  

1) Trade names and marks (other than KMG Office Supplies (Pty) Ltd t/a Kupe Glow’s) are not always indications of the actual manufacturer of a particular product and may rather be indicative of general use systems and machines associated with such products. 

2) In the case of component purchases, Customers requiring a particular brand of product should, before placing an order, check with KMG Office Supplies (Pty) Ltd t/a Kupe Glow the identity of the manufacturer of component it is proposed to purchase. 

8. Warranties and Returns  

Please note that special terms apply to Consumers who wish to return goods, which prevail over the provisions of this Clause 8. Customers who are Consumers are referred to Clause 13. 

1) KMG Office Supplies (Pty) Ltd t/a Kupe Glow is committed to providing our customers with the highest quality products and service. However, on rare occasions, products may be found to be faulty or defective. In such cases we offer the returns facilities described below. 

2) Unless otherwise stated in the manufacturer’s documentation, all goods delivered to a South African address carry a 12-month manufacturer’s warranty. 

3) If you purchase goods in the course of your business, the following provisions of this Clause shall apply. Other than the express provisions set out in these terms and conditions, all other terms and the implied terms or warranties relating to the supply of goods are excluded to the fullest extent permitted by law. Goods are not tested or sold as being fit for any particular application or for use under specific conditions, unless expressly agreed in writing. 

4) If you purchase services in the course of your business, the following provisions of this Clause shall apply. KMG Office Supplies (Pty) Ltd t/a Kupe Glow shall use its skill and expertise to carry out any contracted works (the “Service(s)”) to a standard equivalent to that of a competent computer professional, and shall warrant our work as free from defects, for a period of 30 days after completion. In particular, we cannot be held responsible for any fault or damage not caused by KMG Office Supplies (Pty) Ltd t/a Kupe Glow services’ engineers or its contracted agents. In the event of a claim arising relating to the level of skill and judgement applied in the course of providing Services, KMG Office Supplies (Pty) Ltd t/a Kupe Glow reserves at its sole discretion the right to appoint an independent expert in the field to appraise the work carried out in the execution of the Service(s). Additionally, KMG Office Supplies (Pty) Ltd t/a Kupe Glow cannot be held responsible for equipment installed or configured when the equipment has subsequently been altered or configured by persons other than KMG Office Supplies (Pty) Ltd t/a Kupe Glow. Except as set out here, all other express or implied terms or warranties relating to the Services are excluded to the fullest extent permitted by law. 

5) Subject to the right of Consumers to return goods for refund under The Consumer Protection Act (see Clause 13), KMG Office Supplies (Pty) Ltd t/a Kupe Glow does not sell products on a trial basis. Customers are strongly advised to check suitability and specifications of products before ordering. In some instances, Customers may benefit from special price discounts issued by a manufacturer specifically for their benefit. Such goods are not returnable to the manufacturer and may not be sold to other customers. Accordingly, orders for such goods can not be cancelled and KMG Office Supplies (Pty) Ltd t/a Kupe Glow can only accept a return of such Goods where they prove to be defective and the Goods are returned for repair or replacement. 

6) In the event that KMG Office Supplies (Pty) Ltd t/a Kupe Glow, at its discretion agrees to accept the return for credit of unwanted products, the goods must be returned with KMG Office Supplies (Pty) Ltd t/a Kupe Glow’s prior written agreement within 7 days of delivery. The goods must be unopened and in perfect re-saleable condition. All goods returned in these circumstances will be subject to a handling fee of 15% of KMG Office Supplies (Pty) Ltd t/a Kupe Glow’s sale price for the goods, or R250, whichever is the greater. 

7) Subject to testing to verify any alleged fault, we will accept the return of defective goods for full refund or replacement at our option, if, but only if, the goods are returned within 30 days of delivery. Consumers who wish to return defective products are not obliged to follow the processes set out below, but are recommended to do so as this helps us to provide a more efficient returns service. 

        a) KMG Office Supplies (Pty) Ltd t/a Kupe Glow’s technical support staff or Customer Support staff, as appropriate, will advise you of which method of delivery to use to return the products. Depending on  the nature of the product purchased, we will either arrange a courier collection, or request that you return the product directly to us. 

        b) All returned goods (except those returned under Clause 13) must be accompanied by KMG Office Supplies’s Returns Authorisation email which can be obtained by contacting   KMG Office Supplies (Pty) Ltd t/a Kupe Glow’s   Returns Department. Any defacement of the manufacturer’s packaging or damage   caused by inadequate packaging may result in the rejection of the return or an additional restocking fee, at KMG Office Supplies (Pty) Ltd t/a Kupe Glow’s sole discretion. 

        c) KMG Office Supplies (Pty) Ltd t/a Kupe Glow cannot accept liability for packages damaged during transit. It is the Customer’s responsibility to wrap the product adequately to prevent damage. 

        d) Proof of postage is not proof of delivery and you are therefore strongly advised to send your package by recorded delivery, registered post or courier, and to insure the  goods for their full value. 

        e) On receipt of the returned product, we will test it to identify the fault you have notified to us. 

        f) If following the testing process, the product is found to be in good working order without defect, we will return the product to you, and the delivery costs of this  return will be your responsibility. Please note that if you have, in the meantime, required us to provide you with a replacement product before completion of the  testing process, you will have to pay for this product also. This Clause does not apply to Consumers returning goods pursuant to Clause 13. 

        g) Unless otherwise stated in the manufacturer’s documentation, all goods delivered to a South African address carry a 12-month manufacturer’s warranty. Customers  who wish to make a warranty claim must comply with the manufacturer’s instructions and warranty procedure. In order to resolve your problem as quickly as  possible, we may refer you to the product manufacturer who will deal directly with the return. In these instances, we will provide you with the contact information for  the relevant manufacturer. If you are a consumer, this does not affect your statutory rights. 

        h) This warranty shall not apply if the goods have been worked upon, altered or damaged in any way by the Customer or its employees or agents, or to goods not used in  accordance with the manufacturer’s instructions. 

        i) Some manufacturers require goods to be returned within 7 days or less in order to secure refund. In such instances the manufacturer’s time limit will apply and  therefore KMG Office Supplies (Pty) Ltd t/a Kupe Glow will only accept a return within 2 days of purchase or the manufacturer’s time limit, if that limit is less than 10 days. This is clearly indicated on the catalogue page for the particular product. We can only accept the return of a defective product that does not meet the description, if they are returned to us within 7 days. Beyond that period you will be deemed to have accepted the goods and you must therefore check the goods promptly on receipt. Please note that this period is reduced to 7 days for clearance bargain. 

9. KMG Office Supplies (Pty) Ltd t/a Kupe Glow’s Liability  

 In its dealings with Business Customers, KMG Office Supplies (Pty) Ltd t/a Kupe Glow shall under no circumstances be liable for any consequential or indirect damage or loss, however caused, including (but not restricted to) loss of business or profits, loss of goodwill, damage to trading relationships loss of data and other financial loss. (“Financial loss” in this sense does not refer to the price you have paid for the goods, which we may be liable to refund to you, in whole or in part, if the goods are faulty or do not comply with their description). KMG Office Supplies (Pty) Ltd t/a Kupe Glow’s liability in respect of all other losses shall be limited to the invoiced amount of the relevant order. 

10. Health and Safety  

KMG Office Supplies (Pty) Ltd t/a Kupe Glow confirms that the goods it supplies as a distributor do not present a hazard to health and safety 

        a) When properly used for the purpose for which they are designed; and 

        b) If the Customer takes reasonable and normal precautions in their use. 

11. Force Majeure  

Where, in spite of its reasonable efforts, KMG Office Supplies (Pty) Ltd t/a Kupe Glow is unable to perform an obligation due to circumstances beyond its reasonable control, it shall not be deemed to be in breach of its contract with the Customer. 

12. Special Rules for Clearance Bargains & Non-Current Catalogue Requests (‘NCCR’) Products  

Please note that special terms apply to Consumers who wish to return goods, which prevail over the provisions of this Clause 12. Customers who are Consumers are referred to Clause  

1) Goods sold as ‘Clearance Bargains’ or “Stock Blowout” are downgraded goods that KMG Office Supplies (Pty) Ltd t/a Kupe Glow is able to offer at a discount on the normal catalogue price. Stocks of goods offered as Clearance Bargains are limited and such goods are sold subject to the following special rules. These special rules apply in addition to, and in the event of any conflict override, all of KMG Office Supplies (Pty) Ltd t/a Kupe Glow’s other terms and conditions, except those terms and conditions specifically covering Consumers.  

2) Clearance Bargains are graded according to the condition of the goods, which is described at the point of sale. The length of the guarantee (if any), with the benefit of which the goods are sold, is specified in the description of the relevant grade. 

3) Clearance Bargains, by their very nature, have limited availability. Upon receipt of an order for Clearance Bargains, KMG Office Supplies (Pty) Ltd t/a Kupe Glow will check stock availability. Until stock availability is confirmed to the customer, a contract for sale will not be created and no payment will be debited from the customer. 

4) All goods sold by KMG Office Supplies (Pty) Ltd t/a Kupe Glow as ‘Non-current catalogue requests’ (‘NCCR’) or ‘Specials’ are sold subject to the following special rules that apply in addition to KMG Office Supplies’s other terms and conditions. 

        a) Products are non-returnable unless we have made an error or the goods are faulty; 

        b) quoted prices are valid for days only, and 

        c) quoted prices are not subject to value, cash or volume discounts. 

13. The Consumer Protection Act  

1) Contracts for the purchase of goods by a Customer not acting in the course of a business and made over the telephone or through the KMG Office Supplies (Pty) Ltd t/a Kupe Glow website, or by mail order, are, with the exception of certain excepted contracts, subject to The Consumer Protection Act (‘the Regulations’). 

2) If the Regulations apply, Customers may cancel goods purchased from KMG Office Supplies (Pty) Ltd t/a Kupe Glow by sending a written notice of cancellation by post or hand delivery 

3) The notice of cancellation must be delivered within 7 working days of the day after date of delivery of the goods. 

4) The Customer will be responsible for the cost of returning the goods if he or she exercises this right of cancellation under the Regulations. If the Customer does not actually return the goods to KMG Office Supplies (Pty) Ltd t/a Kupe Glow, the Customer is under a duty to make the goods available for collection at the Customer’s expense from the address to which they were delivered. 

5) The Customer is under a duty to retain possession of the goods whilst awaiting return to KMG Office Supplies (Pty) Ltd t/a Kupe Glow and to take reasonable care of them during this period. The Customer will be liable for any loss of or damage to the goods if he or she fails to comply with this obligation. 

14. Errors and Omissions  

1) KMG Office Supplies (Pty) Ltd t/a Kupe Glow makes every effort to ensure that all prices and descriptions quoted in its catalogue and on its website are correct and accurate. However, the frenetic tempo of e-commerce makes it inevitable that mistakes will occasionally occur. In the case of a manifest error or omission, KMG Office Supplies (Pty) Ltd t/a Kupe Glow will be entitled to rescind the contract, notwithstanding that it has already accepted the Customer’s order and/or received payment from the Customer. KMG Office Supplies (Pty) Ltd t/a Kupe Glow’s liability in that event will be limited to the return of any money the Customer has paid in respect of the order. In the case of a manifest error in relation to price, the Customer will be entitled to purchase the goods by paying the difference between the quoted price and the correct price, as confirmed in writing by KMG Office Supplies (Pty) Ltd t/a Kupe Glow after the manifest error has been discovered. 

2) A ‘manifest error’, as the term is used in sub-paragraph (1) above, means, in relation to an incorrect price, a price quoted in error by KMG Office Supplies (Pty) Ltd t/a Kupe Glow which is more than 10% less than the price that would have been quoted had the mistake not been made. 

15. Confidential Information and Data Protection  

Each party shall preserve the confidentiality of all confidential information of the other which it receives, keep such information secure and protected against theft, damage, loss or unauthorised access, and not use such information for any purpose except as contemplated by the Contract. Moreover, each party shall ensure that such obligations are observed by its employees, officers, agents and contractors. These obligations shall survive the variation, renewal or termination of the Contract for a period of three years but shall not apply to information which is already in or subsequently comes into the public domain through no fault of the recipient. 

16. General  

1) Nothing in these terms and conditions affects your statutory rights as a Consumer. 

2) If any provision in this Agreement is held to be invalid or unenforceable, it shall be deemed severed from the Agreement and this shall not affect the validity or enforceability of the remaining provisions. 

3) Any waiver of a breach of this Agreement must be in writing. 

4) Any variation of this Agreement must be in writing and signed by a duly authorised KMG Office Supplies (Pty) Ltd t/a Kupe Glow official. 

5) The headings are for convenience only and shall not affect the interpretation of this Agreement. 

6) Any notices given under this Agreement shall be in writing and sent (a) by  pre-paid post to the last known address of the party; or (b) by e-mail to the last notified e-mail address of the party. 

7) These terms and conditions shall be governed by and construed in accordance with the laws of South Africa and the parties submit to the non-exclusive jurisdiction of the South African courts. 

8) KMG Office Supplies (Pty) Ltd t/a Kupe Glow may at its discretion record telephone transactions for staff training and quality control purposes