Refund policy
KOLALUX RETURN & REFUND POLICY
Kolalux, operated by Kolanut Luxury (Pty) Ltd, specialises in authenticated, curated and pre-owned luxury goods. Because many of our items are unique, pre-owned, consigned or available in limited quantities, we ask customers to review product descriptions, photographs, condition notes and measurements carefully before purchasing.
Online Returns
Subject to applicable South African law, customers purchasing eligible goods through our online store may notify Kolalux of a return within seven (7) days after receiving the goods. Where a return is made solely because the customer has changed their mind, the customer is responsible for the direct cost and risk of returning the item to Kolalux.
Before returning an item, the customer must contact Kolalux at info@kolalux.com to obtain return instructions. Items should not be sent back without prior notification.
Condition of Returned Items
Returned goods must be returned in substantially the same condition in which they were received. All Kolalux security, authentication or identification tags, where supplied, must remain intact and attached. Original packaging, boxes, dust bags, certificates, accessories, documentation and other items supplied with the product must also be returned.
Items must not have been worn, used, altered, damaged or otherwise materially changed while in the customer's possession, except to the extent reasonably necessary to inspect the goods.
Kolalux reserves the right, to the extent permitted by law, to take account of any material reduction in value resulting from use, damage, missing accessories or handling beyond what is reasonably necessary to inspect an item.
Pre-Owned and Vintage Goods
Many Kolalux products are pre-owned or vintage. Normal signs of previous ownership, age or wear that have been reasonably disclosed in the product description, photographs or condition assessment do not by themselves constitute defects. Customers are encouraged to examine all available product information carefully before purchasing.
Incorrect, Defective or Materially Misdescribed Goods
If an item is defective, materially different from its description, incorrectly supplied, or otherwise subject to a return or remedy under applicable consumer law, please contact us promptly at info@kolalux.com. Nothing in this policy limits any rights or remedies available to a consumer under applicable South African law.
Authentication
Kolalux takes the authenticity of luxury goods seriously. Where an item is sold as authenticated, relevant authentication information may be supplied with the item or retained in our records. A customer's statutory rights are not affected by this provision.
Refunds
Once a returned item has been received and inspected, Kolalux will notify the customer of the outcome. Approved refunds will be processed to the original payment method, subject to applicable law and payment-provider processing times.
Shipping or return costs will be handled in accordance with the reason for the return and applicable law. Where the customer exercises a statutory cooling-off right without any defect or error on the part of Kolalux, the direct cost of returning the goods may be for the customer's account.
Exceptions
Certain goods may be excluded from change-of-mind returns where permitted by law, including goods made or altered to a customer's specifications and other categories specifically excluded under applicable legislation. Any such restriction will be clearly communicated where relevant.
Contact
Return requests and questions should be directed to:
Kolanut Luxury (Pty) Ltd trading as KOLALUX
Email: info@kolalux.com
Sandton, Gauteng, South Africa