Start a case
Use the secure order page to submit a Return, Exchange, Repair or Refund request. Include the reason and enough detail for assessment. You will receive a case reference and a link to follow updates on your request.
If requesting a refund, you may state a preference for voluntary DRKT store credit or money through the original payment method or a verified bank route where eligible.
Store credit is a choice
DRKT may offer store credit as a fast, lower-cost refund route, but it will not be forced where applicable law entitles the customer to choose a money refund. Issuing store credit requires the customer’s express election to be recorded in the linked case.
Store credit issued from money the customer paid is tracked as cash-origin credit. A customer may request its conversion back to money, subject to Finance verifying that the original PayFast route or a verified bank route is available. Promotional or goodwill credit is tracked separately and is not ordinarily cashable.
For purchases paid partly with store credit, DRKT restores the store-credit-funded portion first and preserves whether that value was cash-origin or non-cashable. Any remaining eligible refund is allocated to externally paid value.
Credit validity and access
DRKT store credit issued for a refund does not expire under our current policy. It has its own credit reference. Customers use the latest security code sent to the verified order email; a general customer password account is not required.
DRKT records every issue, redemption, reversal and completed money conversion. Customers can view the balance and history on the protected Store Credit page.
Standard and personalised goods
Goods made only after an order is placed are not automatically excluded from every return right. For qualifying online transactions, applicable cooling-off rights are assessed under South African law. Goods made to the customer’s specifications or clearly personalised may be treated differently where the law permits.
Personalisation never removes statutory rights relating to goods that are defective, unsafe, or do not conform to the agreement or description. DRKT will assess the item, type of customisation, reason and remedy required by applicable law.
Condition and process
Unless the issue is a defect or another statutory claim, return goods should be unused, unwashed and in their original condition. Do not send an item before DRKT provides case instructions. Approved remedies may include repair, replacement, exchange, store credit chosen by the customer, or money refund, depending on the facts and applicable rights.
How to contact us
Open a case through your secure order page or email orders@drkt.co.za with your order number. Nothing in this policy limits non-excludable rights under applicable South African law.