Shipments and Returns

Your order shipment

Packages are generally dispatched within 2 days after receipt of payment and are shipped via different shipping options. Courier delivery will require a Street address for delivery and goods are handed over on signature of the recipient.

Postal delivery will require a postal address and reception follows the standard Postal Service procedures. Most of our shipping options include a tracking number and tracking link to track the progress of your parcel. 

Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.

Packaging is amply sized and your items are well-protected.

Stock and Shipping

Local stock items are dispatched within 1 day from your order and should arrive within 2 to 5 days from order placement, depending upon shipping destination.

Overseas Stock:- Please note that when we run out of local stock,  the product may ship from our international warehouse. We take care of all duties and taxes so there will be no extra charges for you.
Shipping time to your door for overseas stock items is 5 to 10 working days from the date of your order and in some cases up to 30 days.
This time will depend on the product and your location.
Please consult the product description page for more details on the shipping details of that product.

Kindly note that we sometimes experience delays from Customs which is really outside of our control. It doesn't happen often but when it does, we'll keep you informed all the way.

Refund Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair it,  replace it, or credit your account, subject to the terms specified on this page.  This Policy applies to products bought from koolgear.co.za itself and from Third Party Sellers. 

This Policy forms part of KoolGear Terms and Conditions. Words defined in the site Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

  • package your products safely and securely for protection during transit
  • clearly mark your return reference number on the outside of the parcel
  • include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

1. Unwanted products

You can return an unwanted product to us, provided:

  • it is undamaged and unused, with the original labels and stickers still attached
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable). 
  • it is not missing any accessories or parts
  • you log a return on the Website within 7 days of delivery to you of the unwanted product. After 7 days, you can only return a product if it is defective.

2. Change of mind

Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not a:

  • special order item with future shipping days of over 7 working days. In this case normal cancellations are not accepted. Forced cancellations will incur a 15% restocking charge;
  • digital product such as an eBook, electronic voucher, gaming code or other digital download
  • clearance item
  • audio or video recording or computer software that has been unsealed
  • food, beverage or other product intended for everyday consumption
  • nursing or maternity product that has been unsealed, including (but not limited to) breast pumps, bottles, formula, maternity underwear, nappies and wipes
  • beauty/health product, personal care items, or fragrance which has been used
  • product which has been personalised for you or made to your specifications.

 We will collect the product from you at a charge, equivalent to the original shipping charge. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

3. Exchanges

Fashion and sportswear products can be exchanged for a different size or colour variation, provided that such variation is available. In such a case, we will collect the product from you at normal shipping rates and deliver the requested product to you at the standard shipping charge. If such variation is not available, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

We are entitled to inspect the product to validate your return. Please refer to our FAQs for some advice on making sure that your product is returnable under this section.

4. Wrong product

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in paragraph 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

5. Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery, please notify us within 24 hours of such delivery / collection via our Contact page.

We will refund the reasonable courier costs of returning damaged goods via door to door courier to a maximum of R99.  We may inspect the goods to confirm that they are defective before we do so. Once we have inspected the product and validated your return, we will at your choice repair or replace the product as soon as possible (if such repair / replacement is possible) or credit your account with the purchase price of the product and return shipping (or refund you if that is your preference).

6. Defective products

We do our best to ensure that the products we deliver to you are of a high quality and without defects.

Defect classification:

 A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. 

The following will NOT be regarded as defects and will not entitle you to a return under this section 3:

  • faults resulting from normal wear and tear
  • damage arising from negligence, user abuse or incorrect usage of the product
  • damage arising from electrical surges or sea air corrosion
  • damage arising from a failure to adequately care for the product
  • damage arising from unauthorized alterations to the product
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

 

Standard Warranty

If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 6 months after delivery of the product (except in the case of an extended supplier warranty, which is set out below).

You can do so by logging a request on our site, and we will arrange to collect the product from you once a shipping request is made. We will refund the reasonable courier costs of returning defective goods via door to door courier to a maximum of R99.  We may inspect the goods to confirm that they are defective before we do so. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference).

Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 month period.

Extended Supplier Warranty (stipulated on product page)

A product may have a supplier warranty that extends beyond the 6 month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery of the product.

You can do so by logging a return on our site, and we will facilitate your return of the product to the supplier at no charge. Unfortunately we cannot facilitate returns that fall outside of the extended supplier warranty period.

Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.

It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy it can offer you. koolgear.co.za is under no obligation to provide you with a credit, repair or replacement as your remedy lies with the supplier or manufacturer.