Returns Policy

7 Day Exchange 

We will exchange goods if returned within 7 days of purchase on provision that the goods are still in their original condition along with original sealed packaging and must not have been used.

Please note that an exchange of unwanted goods will attract both a delivery and returns delivery charge, commensurate with the charge for such services to Koodoo, no greater than R140.00 per delivery to the customer and corresponding return.

The exchange of larger items such as Monitors and Gaming chairs will attract a higher cost and this will be calculated by the courier and sent to the customer.

The collection and delivery cost must be paid before the exchange is processed 

 Return of Product

In terms of the Section 20 of the Consumer Protection Act of 2008 Koodoo will charge a handling fee to the value of 20% of the net price of goods requested to be returned within 7 days of receipt of goods, where such return is for unwanted/unsuitable goods and;

If the goods are returned in original condition but repackaged and on the basis that the returned product is saleable as ‘new’ product in original packaging a charge for the goods during the time they were in the consumers possession.

• If the goods are returned to Koodoo the above charge/handling fee will be levied for goods returned where the original packaging has been altered in any way by opening of the product as originally delivered.

ONLINE GAME/VOUCHER CODE PURCHASES

Online Game Code purchases cannot be refunded

Voucher codes cannot be refunded once code has been issued 

WEARABLE MERCHANDISE

Except as otherwise provided in any legislation, all refunds and/or exchanges of merchandise will be subject to the following restrictions and only accepted provided the following conditions are met

1.  All original tags and any sewn labels are still attached
2.  The item/s are in an unworn, unopened and unused state
3.  In original sealed packaging

If you are not able to comply with these requirements, KOODOO is unable to accept the exhange or return of these items for hygiene reasons.

GARMIN

Except as otherwise provided in any legislation, all refunds and/or exchanges of watches will be subject to the following restrictions and only accepted provided the following conditions are met

1.  The item/s are in an unworn, unopened and unused state
2.  In original sealed packaging

If you are not able to comply with these requirements, KOODOO is unable to accept the exhange or return of these items

GAMING MONITORS

Philips has a three year warranty.

https://www.philips.co.za/c-w/support-home/warranty.html#triggername=close_warranty2

The customer will need to take the monitor to Tarsus.

The technician will have a look and if the unit is a DOA they will swop it out.

If the monitor is damaged by the customer the warranty is voided, liked a cracked screen.

NEW GAMES

Except as otherwise provided in any legislation, all refunds and/or exchanges of software or games will be subject to the following
restrictions:

1) No refunds or exchanges will be made in relation to software or games in respect of which have been opened and/or the seals have been broken or appear to have been tampered with.

2) No refunds or exchanges will be made in relation to software or games once opened due to your failure to check that you or the person you are acquiring the game for, has a system that meets the minimum specifications required and/or relevant age restriction.

3) No refunds or exchanges will be made in relations to software or games that have been damaged due to abuse, misuse or system malfunctions.

4) As games are protected by copyright law, defective games will be booked in for testing and if found to be faulty, will be exchanged for the same game.

5) Under no circumstances can we exchange or refund games that require online authentication or activation. Once opened, they are deemed to have been activated and authenticated.

What can I do if the goods are defective?

If your goods are defective within the first month of receiving them from us we will repair or replace them. Send an email to customercare@koodoo.co.za to request a return.

If a product is defective within the first 7 days of purchase KOODOO will be responsible for the cost of this return.

If a products is defective after 7 days the cost of the return is the responsibility of the customer. Should you wish for KOODOO to book a return on your behalf the courier service will be charged at R70 per order

Please note that it may not be possible for Koodoo to determine whether goods have been damaged or what the cause of a failure or defect may be. This is of importance as it determines whether the goods may be repaired or replaced. Accordingly, we reserve the right to refer returned goods for technical assessment by the manufacturer or authorised service centre prior to repairing or replacing and endeavour to provide feedback within 15 working days of receipt of the returned goods and to act accordingly.

If your goods show a defect after the first month, but still within the manufacturer’s warranty period, the customer will be referred to warranty provider

If the goods become defective once the manufacturer’s warranty has expired, we can arrange with the manufacturer or its agents to repair them. No repairs will be done without you approving a quotation first

In what instances will the manufacturer’s warranty not apply?

The manufacturer’s warranty will only apply to defects in the process of manufacturing the goods and will not apply in the following instances
• Misuse or failure to follow the product directions, improper installation.
• Improper maintenance.
• Accident, neglect, fire, water, lightening or other acts of nature, unauthorized product.
• Repair or attempted repair by anyone not authorized by Divoom.
• External causes, such as electric power fluctuations or failure.
• Use of supplies or parts not meeting the specifications of Divoom.
• Normal wear and tear.
• Any other cause that does not relate to product defect.

Can Koodoo assist me if I want an out of warranty repair?

Yes, we can assist you to have the goods repaired by acting as an agent on your behalf. The law requires the following in respect of repairs:
• The manufacturer or its repairs agent must quote you first and you need to accept the quote before the repair can take place
• The quote must include the supply and installation of replacement parts, as well as the labour costs
• You must also give authorisation for diagnostic work in order to determine the scope of the required repairs

You can send an email to customercare@koodoo.co.za

Kindly note that KOODOO will honour the above policies in line with the South African Consumer Protection Act.

Thank you for trading with us.