COBA Africa (Pty) Ltd Returns and Refund Policy
This returns and refund policy is applicable to the supply of goods and services to consumers. If you are a business please email us here ([email protected]) to request the “business to business” returns and refund policy.
Acceptance of your order and completion of the contract between you and us will take place upon dispatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled your order prior to dispatch .
If you change your mind about your purchase for whatever reason, you may return the item, unused, in its original condition along with full packaging and proof of purchase within 5 days of delivery for exchange or a refund, no questions asked. COBA Africa (PTY) Ltd Distributors will be charged 15% handling fee of total order value.
Request for product refunds are only applicable to standard ‘off-the-shelf’ products. No refunds are accepted on custom manufactured goods.
Return of goods within 5 days
E-mail us in order to obtain a RN (Returns Number) document. You must obtain a RN before any products are returned to us. Please ensure that the RN that you have been provided with is clearly marked on the outside of the packaging.
We recommend that you use a Recorded Delivery service, as proof of shipping is not proof of receipt. We do not accept responsibility for any items that are lost in transit.
If you require items in exchange, please include a note with ‘notification of refund request’ detailing the product you would like to exchange for. Please include a contactable daytime telephone number in case any additional payment is required. If the new item costs less than the one you have returned we will refund you the difference, but again, we will need to contact you to obtain your banking details to complete the refund. Please do not send any banking details in the post due to security reasons.
The goods must be in original condition & returned with full packaging together with any other items that were originally supplied with the goods. Please remember to send your return by Recorded Delivery. This is for your own security and insurance against items lost in transit.
Refunds will be made providing we are satisfied that the goods are in an acceptable condition as mentioned above.
Only the cost of the goods will be refunded, you will have to pay the carriage costs unless the reason for return is due to an error on our part where we will arrange for the collection of the goods at our cost.
Return of faulty goods
If there is a fault with your product (or other defect with your order) you may return the product within 28 days. If you have notified us before 5 days of delivery you will be entitled to either a full refund or replacement product. If you notify us between 5 days to 28 days you will be entitled to a replacement product.
E-mail us in order to obtain a RN (Returns Number) document. You must obtain a RN before any products are returned to us. Please ensure that the RN that you have been provided with is clearly marked on the outside of the packaging. Please provide a full written reason for the return. This makes it easier to confirm any claim.
Please remember to send your return by Recorded Delivery from the Post Office or your chosen courier when returning goods, as we cannot be held responsible for goods lost in transit without it. We will replace the product or refund your money when:
- The product is confirmed to be faulty.
- If no fault is found then the product(s) will be returned and a 15% handling charge representing the value of the goods, plus carriage costs will be made.
- The product is otherwise in original condition.
- It is returned complete.
Our promise to replace products or refund your money does not apply to faults caused by accident, neglect or misuse caused by the customer.
Where item(s) are confirmed to be faulty, we will also pay for your reasonable cost of returning the item(s) for replacement or refund.
The returns address for all items is:
11 Terrace Road
Please make sure parcels are adequately protected for transportation as we cannot be held responsible for loss or damage to goods in transit being sent to us by a third party. Please also remember to send your return by Recorded Delivery from the Post Office or your chosen courier when returning goods. This is for your own security and insurance against items lost in transit.
Please do not send any returns to any other address other than the returns address as shown above. Only returns sent to the correct address will be processed.