COBA Africa (Pty) Ltd Returns and Refund Policy
Have you changed your mind? Simply follow the Return Process within 5 days of delivery. For faulty goods, please see Step 4 below.
Our return policy accepts returns on the following bases:
- Customer changed their mind (within 5 days)
- Quality concern
- Incorrect product supplied
Please ensure you have the following to submit your return:
- Proof of purchase.
- Product in its original condition with full packaging.
- Any extras supplied included.
Return Process:
STEP 1: Include all the details
- Specify the product you want to exchange your current product for. If you require an exchange, include details of the product you would like to receive.
- Include your direct telephone number.
- If the new item costs less than the returned item, we will refund you the difference.
- A stamped bank confirmation might be requested should it be required.
- If the new item costs more, we will notify you of the additional cost.
STEP 2: Get your Returns Number
Email sales@cobaafrica.com to request your Returns Number. Clearly mark your return with the allocated RN on the outside of the packaging.
STEP 3: Return the items to us
Use a Recorded Delivery Service for proof of receipt. This is for your security and insurance against items lost in transit. Ensure parcels are adequately protected for transportation.
Return address:
- Joburg: 7 Vuurslag Ave, Spartan, Kempton Park, 1619
- Cape Town: 3 Benetton Street, Racing Park, Killarney Gardens, 7441
Would you prefer a refund?
Refunds will be made if we are satisfied that the goods are in an acceptable condition as mentioned above. Only the cost of the goods will be refunded unless the reason for return is due to an error on our part, in which case we will arrange for collection. (Please move on to Step 5)
STEP 4: Return of Faulty Goods
If there is a fault with your product or order, please return the product within 28 days.
- If you notify us within 5 days of delivery, you may be entitled to either a full refund or a replacement product.
- If you notify us between 5 and 28 days, you will only be entitled to a replacement product.
Please follow Steps 1-3 and provide a full written reason for the return. Goods will be inspected before exchange or payment is made.
We will accept the refund/exchange when:
- The product is confirmed to be faulty.
- The product is otherwise in original condition and returned complete.
Our promise to refund or exchange does not apply to faults caused by accident, neglect, or misuse by the customer, or if an incorrect mat was purchased for the application.
Where items are confirmed to be faulty, we will also pay for your reasonable cost of returning them for replacement or refund.
If no fault is found, the product will be returned, and a 15% handling charge representing the value of the goods, plus carriage costs, will be made.
Only returns sent to the correct address will be processed.
STEP 5: Completion
Is everything correct?
- Yes – We will call you to get your banking details, and a refund will be made to your account, or your products will be exchanged.
- No – Please contact your account manager to discuss the issue before shipping the goods.
Overordering of Stock:
Stock that was ordered in excess will not be accepted for returns.
Distributors Note:
A 15% handling fee of the total order value will be charged if the return is submitted after 5 days of the receipt of the order.
Transport:
We will arrange for collection of the goods at our cost if the reason for return is due to an error on our part. We cannot accept responsibility for any items damaged or lost in transit.
Should you prefer to return the items with your own transport, you can return the items to the below address:
- Johannesburg: 7 Vuurslag Avenue, Spartan, Kempton Park, 1619
- Cape Town: 3 Benetton Street, Racing Park, Killarney Gardens, Cape Town, 7441
Custom Goods:
No refunds or exchanges are accepted on custom-manufactured goods.
Acceptance of your order and completion of our contract takes place upon dispatch of order, unless we have notified you prior to dispatch of a cancelled order acceptance.
By COBA Africa Management