Returns & Exchanges

Kolalux Returns Policy for goods purchased on-line

Customers who have purchased any retail item on-line have the right to cancel their order and are entitled to a full refund within 14 days of delivery even if the goods are not faulty (for example, if they find the item is not as described, simply decide the goods are not to their liking or damaged in transit or without giving a reason) provided the item is returned in its original condition, along with the receipt, packaging and the security tag is still in place.

Please ensure you return the goods to us in their original packaging. You can take the goods out of the packaging, but do not throw it away and please return it with your goods. In all cases the security tag must not be broken or removed.

Refunds will be made for the original purchase amount against the original card used and in the original currency. Please note postage or other return costs will be the customer’s responsibility, except in the case of damaged, faulty, or incorrectly supplied goods.

None of the above terms affect your statutory rights or your rights under the Consumer Protection Regulations (Distance Selling) when goods are faulty or incorrectly supplied. In the unlikely event of this being the case please return the goods to us.

If you wish to return your item(s) or discuss your purchase, please contact us by telephone on +27 (0)72 204 8901. Lines are open Monday to Friday 9.30am to 5.00pm. You may also email us on sales@kolalux.com

How do I return an item purchased online or in store?

To return an item purchased online from Kolalux, you can follow these steps:

1

Check the return policy:
Review the Kolalux Returns Policy mentioned above to ensure that you are within the timeframe for returns and meet the criteria for a refund.
2

Contact customer service:
If you wish to return your item or discuss your purchase, contact Kolalux customer service. You can either call them at +27 (0)72 204 8901 during their operating hours (Monday to Friday, 9.30 am to 5.00 pm) or email them at sales@kolalux.com. Inform the team about your intention to return the item and provide necessary details such as your order number, purchase date, and reason for the return.
3

Package the item:
Prepare the item for return. Make sure it is in its original condition and includes all the original packaging, the receipt, and any other accompanying materials. Ensure that the security tag is still in place and intact.
4

Return the item:
Ship the item back to Kolalux using a reliable and traceable shipping method. You will be responsible for the return shipping costs unless the item is damaged, faulty, or incorrectly supplied. Consider using a shipping service that offers insurance for the value of the item being returned.
5

Refund process:
Once Kolalux receives the returned item and verifies its condition, they will process the refund. The refund will be made to the original payment method used for the purchase. It is important to note that any postage or return costs will be your responsibility unless the item is deemed damaged, faulty, or incorrectly supplied.

For items purchased in-store, the return process may differ. According to the Kolalux Returns Policy, the store does not accept returns or issuing refunds if you do not have a legal reason under the Consumer Protection Act Number 68 2008. If you have a valid reason under the law, you can contact Kolalux via email at sales@kolalux.com to discuss your in-store purchase and the available options.

Kolalux Returns Policy for goods purchased in-store

Your legal rights

Customers who have purchased in store any retail item have a number of rights under Consumer protection act Number 68 2008. This includes the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or inaccurately described.

We are not accepting returns or issuing refunds if you do not have a legal reason under Consumer protection act Number 68 2008 to request one (for example if you no longer want an item).

If you wish to discuss your in-store purchase, please email us at sales@kolalux.com

Customers have the same rights to refunds when they buy items in a sale as when they buy them at full price.