Returns, Refunds & Exchanges

1. Online purchase cooling-off rights

For qualifying online purchases, section 44 of the Electronic Communications and Transactions Act (ECTA) allows you to cancel without giving a reason and without penalty within 7 days after receiving the goods, subject to the Act’s applicable exclusions.

Notify us in writing within that period and we will provide return instructions. The only charge permitted for this cancellation is the direct cost of returning the goods, where the law allows it. This is separate from defective-product returns, which are at Koel’s expense.

If payment has been made for a qualifying section 44 cancellation, you are entitled to a full refund within 30 days of cancellation. We will coordinate the return without extending that statutory deadline.

2. Defective, damaged or incorrect products

Contact us if your blanket arrives damaged, defective or incorrect, with your order number and a description of the issue. Photos are helpful where available, but are not an absolute condition for exercising statutory rights.

Under sections 55 and 56 of the Consumer Protection Act (CPA), qualifying goods carry a 6-month implied warranty of quality from delivery. Where goods fail to meet the applicable standards, you may return them without penalty, at Koel’s risk and expense, and direct the legally required repair, replacement or refund.

We will arrange the return of defective goods at our expense. Statutory remedies depend on the applicable circumstances; damage caused by misuse or alteration contrary to instructions is treated in accordance with the law, not as a blanket exclusion of consumer rights.

If a repair fails, or a further defect appears within three months of that repair, the CPA requires replacement or refund where applicable.

3. Our 30-day satisfaction guarantee

Contact us within 30 days of delivery if you are not satisfied, and we will guide you through a return or exchange. This voluntary guarantee is additional to, not a replacement for, statutory cooling-off and defective-product rights.

Refunds are only available on requests made within 30 days of delivery. This does not override the statutory rights described above.

4. Requesting a return or exchange

Email us at info@koelsleep.co.za.

Use the details on our Contact page and provide your order number, the item concerned, the reason for return and your requested remedy. We will explain the applicable return or collection arrangements. Contacting us for instructions does not remove a cancellation right validly exercised within its statutory period.

We will email you return instructions, including where to send your parcel. Please wait for these before sending anything.

For a voluntary exchange, availability and any agreed price difference will be confirmed before it proceeds. A statutory right to replacement or refund is not dependent on accepting a voluntary exchange.

5. Packaging your return

Package the blanket securely to prevent transit damage and include your order reference. Use the original packaging if available, or suitable protective packaging if not. Original packaging is not an absolute requirement for a statutory defective-product remedy. Follow the agreed collection or shipping instructions and keep any proof of return.

6. Refund processing

Approved refunds are generally issued to the original payment method where possible. We will notify you when a refund has been initiated and explain any relevant reference or next steps.

The time for funds to appear may depend on your bank or payment provider. Provider processing does not remove Koel’s obligation to meet applicable statutory refund deadlines, including the section 44 deadline above.

Approved refunds are processed within 30 days. Contact us at info@koelsleep.co.za if an initiated refund has not appeared within the timeframe advised by the payment provider.

7. Questions and disputes

Please contact us first if you disagree with a return decision so we can review it. You retain all applicable rights under ECTA, the CPA and other South African legislation, including access to relevant ombuds, regulators, tribunals and courts.