Refund / Return & Exchange Policy
We will happily accept the return of an item/s or exchange an item should you be dissatisfied with your purchase.
Please notify us within 7 days of purchase that you wish to return an item/s. Below we have listed a process to follow should you be dissatisfied with the item/s purchased using this website. We aim to process your request as soon as possible and ask that should you have requested a refund that you allow a total of 16 working days between us receiving the returned item/s and you receiving a full refund.
Regretfully we do not refund nor exchange item/s on any sale merchandise. On receipt of your purchase, if you are dissatisfied with any item/s, kindly follow the following procedure:
• Within 7 days of purchase contact us via email on info@kokoafrica.com.
• Provide us with a detailed reason for the return and whether you would like to exchange or receive a refund.
We will only accept returned items if:
• The request for the return of an item/s is made within 7 days from date of purchase; and
• It’s in its original condition; and
• The purchaser provides the invoice and/or payment receipt where applicable.
Defective Goods
Unless clearly visible, any claimed defective item/s will be subject to investigation prior to the provision of a remedy. No refund/exchange will be considered if item/s are no longer in their original condition which includes and is not limited to the following: all tags are intact, the item/s have not been altered, misused, washed, worn or any damage has arisen from ordinary wear and tear.
Returning item/s process is as follows:
• Please notify us of your return and let us know if you would like an exchange or a refund.
• Kindly deliver, at your cost via Postnet to Attention KOKO Africa, mobile number 0648796416, Postnet Linksfield Neighbourhood Square. We will collect the returned parcel from our Postnet branch.
• Depending on what you have chosen we will either send to you the replacement item in exchange for the returned item/s at our cost or if applicable refund you.
The Exchange process is as follows:
• The return delivery costs of any exchanges will be for your account.
• We will return the exchange at our cost.
• Free standard shipping to the customer for first exchange only. The Refund process is as follows:
• On receipt of your returned parcel, your returned item/s will be checked and if the return meets the return policy requirements then we will instruct Payfast to reimburse you in full via your payment card.
• This could take 7 to 10 working days for funds to be in your account. Please note that this Refund/ Returns and Exchange Policy is to be read in conjunction with our Terms and Conditions and Privacy policy.