Refund Policy

1. General Refund Policy

At Kool Flex, we want you to be completely satisfied with your purchase. If you are not satisfied, we offer a 30-day refund policy from the date of delivery for eligible items.

2. Eligibility for Refunds

• Items must be returned within 30 days of delivery
• Items must be in original condition, unworn, unwashed, and with all tags attached
• Items must be in their original packaging
• Proof of purchase (order number) is required

3. Non-Refundable Items

The following items are not eligible for refunds:

• Gift cards
• Sale/clearance items (final sale)
• Customized or personalized items
• Underwear and swimwear (for hygiene reasons)
• Items marked as non-returnable at time of purchase

4. Refund Process

1. Contact our customer service at support@koolflex.co.za to initiate a return
2. You will receive a Return Merchandise Authorization (RMA) number
3. Ship the item back to our warehouse with the RMA number clearly marked
4. Once received and inspected, we will process your refund within 5-10 business days

5. Refund Method

Refunds will be issued to the original payment method used for purchase. Shipping costs are non-refundable unless the return is due to our error (wrong item, defective item, etc.).

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 48 hours of delivery with photos of the issue. We will provide a prepaid return label and issue a full refund including shipping costs.

7. Late or Missing Refunds

If you haven't received your refund within 10 business days of our confirmation email, please check your bank account, contact your credit card company, and then contact us at support@koolflex.co.za.

8. Contact Information

For any refund-related questions: