Refunds and Returns Policy

Koop-It is committed to providing durable, high-quality handcrafted metal products and helpful service before and after every purchase.

This policy explains how returns, exchanges, cancellations and refunds are handled for standard products, made-to-order products and customised items.

Nothing in this policy is intended to limit any rights or remedies available to a customer under applicable South African consumer law.

Return Period

Eligible standard products may be returned within 30 business days after delivery.

A business day means Monday to Friday, excluding South African public holidays.

To qualify for a change-of-mind return, the product must:

  • Be unused and uninstalled;
  • Be in its original condition;
  • Include all components, accessories and documentation;
  • Be returned in its original packaging where reasonably possible;
  • Not have been altered, assembled, modified or damaged; and
  • Be accompanied by valid proof of purchase.

Submitting a return request does not automatically mean that the return has been approved. Koop-It may request photographs or other information and will assess the product after it has been returned.

Starting a Return

Before returning a product, contact Koop-It at info@koop-it.co.za.

Please provide:

  • Your full name;
  • Order or invoice number;
  • Product being returned;
  • Reason for the return;
  • Clear photographs where relevant; and
  • Your preferred contact details.

Do not send a product to Koop-It or to a manufacturer without first receiving return instructions.

Once the request has been assessed, Koop-It will provide the appropriate return address and any reference information that must accompany the parcel.

Unauthorised returns or items sent to an incorrect address may be delayed or refused.

Change-of-Mind Returns

Eligible standard, non-customised products may be returned within the stated 30-business-day period if the customer no longer wants the product.

The customer is responsible for arranging and paying the return transport or courier charges.

Original delivery charges are generally not refundable for change-of-mind returns. Any reasonable collection, transport, redelivery or handling costs incurred by Koop-It may be deducted from the approved refund where appropriate and legally permitted.

The product remains the customer’s responsibility until it has been safely received by Koop-It. We recommend using a reliable, trackable delivery service and packaging the item appropriately for transport.

Custom-Made and Personalised Products

Many Koop-It products are manufactured or modified according to a customer’s specifications. These may include products made in a selected size, design, material, colour, finish or configuration, as well as products incorporating personalised wording, artwork or branding.

Custom-made and personalised products cannot normally be returned or cancelled because of a change of mind once:

  • The design or specifications have been approved;
  • Materials have been ordered or allocated;
  • Manufacturing has started; or
  • The product has been completed according to the approved specifications.

This exclusion does not apply where the product is defective, unsafe, materially different from the approved specifications or incorrectly supplied, subject to applicable law and the circumstances of the order.

Customers are responsible for checking measurements, spelling, colours, designs, quantities and other specifications before approving a custom order.

Damaged, Defective or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery or collection.

Contact Koop-It promptly if a product:

  • Arrives visibly damaged;
  • Is defective;
  • Is materially different from the approved order;
  • Is missing an essential component; or
  • Is not the product ordered.

Please retain the product and its packaging and send clear photographs showing:

  • The complete product;
  • The specific damage or defect;
  • The packaging;
  • The delivery label where applicable; and
  • Any serial, model or identifying information.

Koop-It will assess the matter and may arrange an inspection or request additional information.

Where Koop-It confirms that it supplied an incorrect, defective or transport-damaged product, Koop-It may, depending on the circumstances and applicable law:

  • Arrange or reimburse reasonable return transport;
  • Repair the product;
  • Replace the product; or
  • Provide an appropriate refund.

Koop-It will generally only accept responsibility for return transport in exceptional cases, including where a confirmed defect, incorrect item or delivery-related problem is attributable to Koop-It or its appointed delivery provider.

Koop-It will not normally be responsible for return costs where the customer has changed their mind, ordered the wrong product, supplied incorrect measurements or approved incorrect custom specifications.

Products That Cannot Be Returned

Subject to applicable consumer law, Koop-It may be unable to accept returns of:

  • Custom-made or personalised products;
  • Products manufactured to customer-supplied measurements or specifications;
  • Installed, assembled, used or modified products;
  • Products damaged through misuse, negligence or incorrect installation;
  • Products showing unreasonable wear and tear;
  • Products damaged after delivery while in the customer’s care;
  • Products missing parts, accessories or documentation;
  • Products returned outside the applicable return period; and
  • Clearance or final-sale products where the restriction was clearly disclosed before purchase.

A discounted or sale product is not automatically excluded where it is defective or where the customer has rights under applicable law.

Return Shipping

Unless Koop-It agrees otherwise in writing, customers are responsible for arranging and paying the cost of returning a product.

Products must be securely packaged to prevent damage during transport. Large and heavy items may require a custom collection or delivery solution.

If Koop-It assists with arranging the return of an item for which the customer is responsible, the reasonable transport cost may be payable in advance or deducted from an approved refund.

Koop-It does not accept responsibility for a customer-arranged return that is lost or damaged before reaching us. We recommend using a trackable and adequately insured delivery service, especially for high-value products.

Inspection and Approval

Returned products are inspected before a refund, exchange or credit is approved.

Koop-It will consider:

  • The condition of the product;
  • Whether it has been used, installed or modified;
  • Whether all components have been returned;
  • The reason for the return;
  • The condition of the packaging;
  • Whether the product was custom-made; and
  • Whether the return falls within this policy.

We will notify you once the inspection has been completed and advise whether the return has been approved, declined or requires further information.

If a returned product does not meet the applicable conditions, Koop-It may decline the return or arrange for the product to be sent back to the customer at the customer’s expense.

Refunds

Approved refunds will normally be submitted within 5–10 business days after the returned product has been received and inspected.

Refunds will generally be made to the original payment method. The time taken for the amount to appear in the customer’s account may depend on the bank or payment provider and is outside Koop-It’s direct control.

The refundable amount may exclude:

  • Original delivery charges for a change-of-mind return;
  • Customer-responsible return transport;
  • Damage caused after delivery;
  • Missing components; and
  • Other reasonable costs where permitted and disclosed.

Any deduction will be explained to the customer before the refund is finalised.

Cash refunds will not ordinarily be issued for purchases originally paid through an electronic payment method.

Exchanges

Where an eligible standard product is returned in accordance with this policy, an exchange may be offered subject to stock availability.

If the replacement product costs more, the customer must pay the difference before dispatch. If it costs less, the difference may be refunded or credited as agreed.

The customer is generally responsible for return and redelivery costs for a change-of-mind exchange.

Where Koop-It confirms that it supplied a defective or incorrect product, reasonable exchange-related delivery arrangements will be discussed with the customer.

Custom-made products can only be exchanged where Koop-It confirms a defect, manufacturing error or material difference from the approved specifications.

Cancellations

Standard online orders may be cancelled before dispatch by contacting Koop-It as soon as possible.

If an order has already been dispatched, it may need to be handled as a return and the customer may be responsible for delivery and return costs.

Custom-made orders may only be cancelled before materials have been ordered or manufacturing has started, unless Koop-It agrees otherwise.

Where work has already started, Koop-It may retain or charge a reasonable amount for materials, design work, labour and other costs already incurred, subject to applicable law and the terms accepted for the order.

Failed or Refused Deliveries

Refusing delivery does not automatically cancel an order or qualify it for a full refund.

If an order is returned because the address was incorrect, access was unavailable or nobody was present to receive it, the customer may be responsible for reasonable return, storage and redelivery costs.

Return Assistance

For all return, exchange and refund enquiries, contact:

Email: info@koop-it.co.za
Telephone: 062 863 4676 or 064 015 9721

Please include your order or invoice number and do not return a product until you have received instructions from Koop-It.