Refund policy
Returns & Exchanges
Our return and exchange policy lasts within 14 days of purchase.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at koakoaactive@gmail.com. Please note that returns will need to be sent to the following address: 112 Arum Road, Tableview, Cape Town, 7441
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at koakoaactive@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at koakoaactive@gmail.com.
If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused, unwashed and in the same condition that you received it. It must also be in the original packaging.
The customer is responsible for all shipping charges. Handling and shipping fees are non refundable. If you have received a faulty garment or we have sent the wrong item - we're only human so mistakes happen - shipping fees will be refunded. If the customer has worn the garment this will void the exchange. Due to many different types of screens, the colour may vary from the product images on the site. KoaKoa Active will not allow any exchanges or returns if the customer feels that the garment does not look exactly the same as in the pictures.
Sale Items
No returns or exchanges on sales items. All items discounted or on sale are a final sale and cannot be returned. No exchanges or refunds. Items purchased using a coupon code are eligible for returns or exchanges, however the value of the item will stay the discounted amount.