COOL SOCKS RETURNS POLICY
Need to return an item? We are happy to assist. We take pride in ensuring that we comply with the provisions contained in the Electronic Communications and Transactions Act 25 of 2002 and the Consumer Protection Act 68 of 2002. Please also note that this policy is not intended to limit any rights whatsoever.
WHICH ITEMS CAN BE RETURNED?
You can return items for the following reasons:
You have changed your mind
The product is defective
The terms and procedure followed is dependent on the reason for the return.
Only unopened, unused items in their original packaging may be returned in line with Hygiene Protocols.
RETURNS PROCEDURE IF YOU HAVE CHANGED YOUR MIND
STEP 1
Make a request for a return by email to support@coolsocks.co.za within 7 days of the order being delivered.
STEP 2
Once your returns request has been processed, you will receive an email confirming the address to which you may have the item(s) delivered. Please note that all costs relating to the delivery are to be paid by you.
STEP 3
Please make sure that the item(s) are packed in the packaging they were received in, with the inclusion of the order number associated to that item. Please note that a 40% handling fee will be deducted from your refund if the product is not in its original packaging which is still intact and is not in resalable condition.
STEP 4
Once the returns have reached our warehouse, we will notify you by email and each of the items in your return will be inspected before the return is processed and the refund or store credit initiated.
STEP 5
Inspection can take 2-3 working days. Thereafter, notification of whether your return has been approved, declined or approved subject to a handling fee will be sent to you via email. If it has been approved, you will be asked whether you prefer a replacement or a cash refund. If your request has been rejected, you will be notified of the reasons and requested to collect it or have it delivered back to you at your expense.
RETURNS PROCEDURE ON DEFECTIVE PRODUCTS
STEP 1
Check whether the item falls under our warranty policy.
STEP 2
Make a request for a return by email to support@coolsocks.co.za within 6 months of the order being delivered.
STEP 3
Once your returns request has been processed, you will receive an email to confirm that our courier partners will contact you to arrange collection.
STEP 4
Please make sure that the item(s) are packed in the packaging they were received in, with the inclusion of the order number associated to that item.
STEP 5
Once the returns have reached our warehouse, we will notify you by email and each of the items in your return will be inspected before the return is processed and the defective item(s) is credited or replaced.
STEP 6
Inspection can take 2-3 working days. Thereafter, notification of whether your return has been approved or declined will be sent to you via email. On approval the item(s) will be credited or replaced. If your request is unsuccessful, you will be notified of the reasons and requested to collect it or have it delivered back to you at your expense.
STEP 7
We will send the replacement item back to you per courier at our expense and notify you accordingly with the tracking number.
RETURNS TERMS AND CONDITIONS
1. We reserve the right to reject a return for the following reasons:
- Product is not returned in a resalable condition i.e. Is returned damaged in a way that is no specified in the return reason.
- Product is not defective and returned after the 7-day period.
- A product is missing from the returned order
- Incorrect Product is returned
2. Rejected Returns:
- Should we reject your return for any reason specified above, we shall notify you to collect or have the item(s) at your expense
2.2 Should you not collect the item(s) within 1 month from notice to collect, we will have to destroy the product for inter alia public health reasons.
3. Refunds:
3.1. Cash refunds can take up to 7 working days to reflect depending on method of refund and banking institutions.
3.2. You will receive a cash refund for the rand value of the Product you paid.
4. You cannot exchange any products, however, you may return the product for a refund.
5. If a personal item or parcel meant for another retailer is returned to us in error, we will provide you with two options: You can arrange collection at your cost from our warehouse or We can discard the unwanted items on your behalf. Should you wish to arrange collection of the item, we will provide you with a reference number, which you must ensure that your courier quotes upon collection. Should you not collect within 30 days of us contacting you, we will have no further option but to discard.
6. Products Under Warranty:
6.1. The 6 Month Warranty:
6.1.1. All products can be returned if they are faulty/defective, not fit for their intended purpose or do not match the sample or description. These products need to be returned in their original packaging with all labels attached within 6 months of delivery.
6.1.2. A “Defective Product” is one which contains a material imperfection in the manufacture or design that renders the product less acceptable, useful or safe than reasonably expected under the circumstances. A product is in a defective condition if it is dangerous to the user or to the consumer, when used in the prescribed way and/or for the purpose for which it was manufactured or designed. The product must be defective in itself (due to manufacture or design fault) and not damaged due to inappropriate use.
6.1.3. Our warranties exclude:
Fair wear and tear
damage by fire, flood, high temperature or any environmental condition for which the products was not designed for.
damages due to inappropriate use
products which have been modified or have undergone unauthorised repairs
6.1.4. When returning a product after the standard 7 day returns period, a customer must provide full reasons for alleging that the product is defective, including stating how the product was utilized during the period that it was in the customer’s possession.
6.1.5. If you are not sure as to whether the product that you bought falls within the warranty period offered by the Manufacturer contact Nancy Anderson at support@coolsocks,co.za who will advise you.
FAQ’s
- How do you shop?
- The Cool Socks shopping experience is online only. Customers visit the online shop and browse according to brand, categories or departments. When purchasing, the main currency is South African Rands.
- How long do deliveries take?
- All Goods ordered and with confirmed and cleared payments will be processed, then the goods will be delivered to the customer within 3-7 working days from order & payment clearance. Specialized products take 7 to 10 working days from order & payment clearance.
NOTE: Some deliveries might be delayed due to the current level of lockdown and stock availability.
The standard delivery charge is R60 to all major regions within South Africa. This fee is subject to change depending on package size and remote locations.
- What do I do if my product is faulty or damaged?
- Customers receiving faulty, damaged or incorrect products should contact our support team with their order number and details on support@coolsocks.co.za for a replacement.
- Where is Cool Socks based?
- Cool Socks is an online company. The operating South African office is based in Gauteng, South Africa and for South African users only.
- What type of payment options do I have?
- You can pay safely and securely with Credit Card/Debit Card or EFT, our site has built in 3D Secure, Ozow and is PayFast certified.
- What is 3D Secure?
- 3D Secure is a unique feature for online security, once you purchase with your card on our website you will receive an OTP(One Time Pin) on your cell phone to confirm a code.
- Can I do EFT payments?
- You will receive an e-mail from Cool Socks with your reference number and our banking details. Products will only be released once funds have been cleared.