Refund policy

Returns & Refund Policy

Last Updated: 8 October 2026

At Quitecool, we want our customers to have a positive shopping experience. If you receive a product that is defective, damaged, incorrect, or materially different from what was advertised, please contact us so that we can assist you.

1. Returns

Customers may request a return where:

  • The product received is defective or damaged.

  • The incorrect product was supplied.

  • The product received materially differs from the description or specifications displayed on our website.

Items must be returned in a reasonable condition and, where applicable, with their original packaging, accessories, and any other items supplied with the order.

For hygiene and safety reasons, we may not accept returns of products that have been used, washed, contaminated, or otherwise handled in a manner that makes them unsuitable for resale, unless the return relates to a manufacturing defect or an incorrect product supplied by us.

2. Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong product, please contact us as soon as reasonably possible after delivery.

Please provide:

  • Your order number

  • Your name and contact details

  • A description of the problem

  • Photographs of the product and packaging, where relevant

We will assess the matter and, where appropriate, arrange a replacement, repair, refund, or other appropriate resolution.

3. Change-of-Mind Returns

Where permitted by applicable South African consumer law, customers may request a return due to a change of mind.

The product must be unused, undamaged, and in a condition suitable for resale, together with its original packaging and accessories.

Return shipping costs associated with a change-of-mind return may be the responsibility of the customer, unless otherwise required by applicable law.

4. Refunds

Approved refunds will generally be processed to the original payment method used for the transaction.

Once a refund has been approved, the time required for the funds to reflect in the customer's account may depend on the customer's bank or payment-service provider.

Quitecool does not guarantee a specific processing time controlled by a customer's bank or payment provider.

5. Products That Cannot Be Returned

Returns may be refused where a product has been:

  • Used or damaged by the customer;

  • Modified or altered;

  • Returned without required accessories;

  • Returned in an unhygienic condition;

  • Damaged through misuse, negligence, or improper care.

This does not affect any rights a customer may have under applicable consumer-protection legislation.

6. Consumer Rights

Nothing in this policy is intended to remove, restrict, or limit any rights provided to consumers under applicable South African law, including the Consumer Protection Act 68 of 2008.

Where applicable law provides a customer with a right to a refund, replacement, or repair, those rights will apply.

7. How to Request a Return or Refund

Customers should contact Quitecool through the contact details provided on our website and include their order number and details of the issue.

We will review the request and, where a return is required, provide instructions regarding the return process.

Customers should not send products back without first contacting Quitecool and receiving return instructions.

8. Contact

For return and refund enquiries, please contact us through email: enquiries@quitecool.co.za

Quitecool reserves the right to update this policy from time to time. The latest version will be published on this website.