Return Policy

1. Return Window

You may return eligible items within 30 days of the delivery date. The return must be initiated within this window and the item must be received at our warehouse within 14 days of return initiation.

2. Return Conditions

To be eligible for a return, your item must meet the following conditions:

• Unworn, unwashed, and in original condition
• All original tags attached
• In original packaging (boxes, bags, protective materials)
• Free from odors, stains, pet hair, and damage
• Footwear must have original sole protectors intact

3. How to Initiate a Return

1. Log into your account and go to "Order History"
2. Select the order and click "Return Items"
3. Choose the items and reason for return
4. Select refund or exchange
5. Print the return label and packing slip
6. Pack items securely with the packing slip inside
7. Drop off at any authorized courier location

4. Return Shipping Costs

• Change of mind/size: Customer responsible for return shipping (R99 flat rate deducted from refund)
• Defective/damaged/wrong item: Kool Flex covers return shipping (prepaid label provided)
• Exchanges: Free shipping on the replacement item

5. Exchanges

We offer free exchanges for size or color variations of the same item. Simply select "Exchange" when initiating your return. The replacement will ship once we receive your return, or immediately if you provide a return tracking number.

6. Return Address

Important: Always include your RMA number on the outside of the package. Returns without an RMA may be delayed or rejected.

7. Inspection & Processing

All returns are inspected within 2 business days of receipt. You will receive email confirmation once the inspection is complete. Refunds are processed within 5-10 business days after approval.

8. Rejected Returns

Returns that do not meet our conditions will be rejected and returned to you at your expense. Common reasons for rejection:

• Items worn, washed, or damaged
• Missing tags or original packaging
• Returned outside the 30-day window
• Non-returnable items (see list in Refund Policy)

9. International Returns

For orders shipped outside South Africa, return shipping costs are the customer's responsibility unless the item is defective. Customs duties and taxes are non-refundable.

10. Contact Information

For return assistance: