Refund policy

This Refund, Return & Cancellation Policy applies to products purchased from the Kachra Co Shop, including dustbins, as well as waste collection and one-time cleanup services provided by Kachra Co.

1. Physical Product Returns & Replacements

Damaged, Defective or Incorrect Products

Customers should contact Kachra Co within 48 hours of delivery if:

  • The wrong item has been delivered.

  • The product arrives materially damaged.

  • Parts or components are missing.

  • The product has an apparent manufacturing defect.

Customers may be asked to provide:

  • Order number

  • Photographs or video of the product

  • Photographs of the outer packaging

  • A description of the issue

Once the issue is reviewed and verified, Kachra Co may, depending on the circumstances, provide:

  • A replacement product

  • Replacement of the affected part

  • A refund where replacement is not reasonably possible

Return Conditions

Where a physical product is approved for return, it should be:

  • Unused

  • In its original condition

  • Returned with original components and accessories, wherever applicable

Non-Returnable Products

Returns or refunds will generally not be available for:

  • Products damaged after delivery

  • Products that have been used

  • Normal wear and tear

  • Damage caused by misuse

  • Customised or specially branded bins

  • Bulk or special-order products, unless damaged or defective

  • Minor cosmetic variations that do not affect normal product use

Change-of-Mind Returns

Kachra Co does not generally offer change-of-mind returns for large or bulky dustbins due to the logistics involved in returning such products.

Any exception may be considered by customer support on a case-by-case basis.

2. Refund Processing

Where a refund is approved, it will be processed to the original payment method, subject to the processing timelines of the relevant payment provider.

3. Kachra Co Pickup & Service Policy

This section applies separately to waste collection, pickup and one-time cleanup services.

Booking

Customers may request waste collection through the booking methods made available by Kachra Co.

A booking is considered confirmed once Kachra Co has accepted the request and provided confirmation.

Service availability depends on:

  • Location

  • Vehicle availability

  • Waste type

  • Waste volume

  • Access to the pickup location

  • Available time slots

Customer Information

Customers are responsible for providing accurate:

  • Name and contact information

  • Pickup address

  • Waste type

  • Approximate waste quantity

  • Photographs, where requested

  • Important access instructions

If the actual waste is significantly different from the information or photographs provided, Kachra Co may revise the quotation before collection.

4. Waste We May Not Accept

Standard Kachra Co pickups do not automatically include specialised or hazardous waste.

This may include:

  • Biomedical waste

  • Needles and sharps

  • Infectious waste

  • Hazardous chemicals

  • Toxic substances

  • Explosives

  • Highly flammable materials

  • Radioactive materials

  • Regulated hazardous industrial waste

  • Any material that cannot legally or safely be transported or handled by our normal collection team

Kachra Co reserves the right to decline any pickup that creates a health, environmental, legal or safety risk.

Separate services or categories may be introduced in the future where appropriate systems and permissions are in place.

5. Cancellation & Rescheduling

Customer Cancellation

Customers may cancel or reschedule a confirmed pickup up to 2 hours before the scheduled slot without a cancellation charge.

Kachra Co may charge a reasonable visit or cancellation fee where:

  • The vehicle or collection team has already been dispatched.

  • The customer is unavailable at the agreed time.

  • Access to the premises is unavailable.

  • The pickup cannot be completed because information supplied by the customer was materially incorrect.

Any applicable cancellation fee will be communicated to the customer.

6. If Kachra Co Misses a Pickup

If Kachra Co is unable to complete a confirmed pickup because of:

  • Vehicle breakdown

  • Operational issues

  • Extreme weather

  • Road or access restrictions

  • Other circumstances outside normal operational control

Kachra Co will inform the customer and provide the next available pickup option.

For subscription customers, Kachra Co's preferred resolution will generally be a make-up pickup or service credit, rather than an automatic cash refund.

Repeated service failures may be reviewed individually by customer support.

7. Completed Services & Service Refunds

Once a waste collection or junk-removal service has been successfully completed, the service charge is generally non-refundable.

If a customer is dissatisfied with a completed service, they should contact Kachra Co within 24 hours of completion.

Kachra Co may review:

  • Photographs

  • Collection records

  • Driver or team information

  • Details of the customer's complaint

Depending on the circumstances, Kachra Co may provide:

  • A corrective or repeat service

  • Service credit

  • Partial refund

  • Full refund in exceptional cases

Kachra Co will generally aim to resolve and correct a service issue before issuing a refund.

8. Contact Us

For product returns, replacements, cancellations, or service-related refund requests, customers should contact Kachra Co through the contact details provided on the website.

Please include your order number or booking reference, along with relevant photographs or supporting information where applicable.

Kachra Co reserves the right to review each request based on the circumstances and the information provided.