Refund policy

Cool Gecko – Returns, Refunds and Exchanges Policy

Last Updated: June 2026

At Cool Gecko, we want you to be happy with your purchase. This policy complies with applicable South African consumer legislation, including the Electronic Communications and Transactions Act, 25 of 2002 ("ECTA") and the Consumer Protection Act, 68 of 2008 ("CPA").

1. Definitions

  • "Customer" means the person purchasing goods from Cool Gecko.
  • "Goods" means any educational toys, games, learning aids, or related products sold by Cool Gecko.

2. Cooling-Off Right for Online Purchases

In accordance with the ECTA, customers may cancel an online purchase without reason within 7 days of receiving the goods.

To qualify:

  • Goods must be returned in their original condition.
  • Goods must include all packaging, manuals, accessories, and components.
  • Goods must not be damaged, altered, excessively handled, or show signs of use beyond what is reasonably necessary to inspect them.

The customer is responsible for the direct cost of returning the goods. Refunds will be processed after the goods have been received and inspected by Cool Gecko.

3. Personalised and Custom-Made Products

The cooling-off right does not apply to:

  • Personalised products.
  • Custom-made products.
  • Products manufactured or altered according to the customer's specifications.

Such products may only be returned if they are defective, damaged, or incorrectly supplied by Cool Gecko.

4. Defective Products

Customers are entitled to receive goods that are of good quality, free from defects, and reasonably suitable for their intended purpose. If a product is defective, the customer may return it within 6 months of delivery.

Upon inspection and confirmation of a defect, Cool Gecko may, at the customer's election where required by law:

  • Repair the product;
  • Replace the product; or
  • Refund the purchase price.

This right does not apply where:

  • The product has been misused;
  • The product has been abused, neglected, or improperly stored;
  • The defect results from normal wear and tear;
  • The product has been modified or repaired by a third party.

5. Incorrect or Damaged Deliveries

If Cool Gecko delivers:

  • The wrong product;
  • An incomplete order; or
  • A product damaged in transit,

the customer must notify Cool Gecko within 7 days of delivery.

Cool Gecko may request photographs of the packaging and goods before arranging collection, replacement, or refund.

6. Change-of-Mind Returns After the Cooling-Off Period

Except where required by law, Cool Gecko does not accept returns due to:

  • Change of mind;
  • Ordering the wrong item;
  • No longer wanting the product;
  • Finding the product cheaper elsewhere.

Any return accepted outside of legal obligations is entirely at Cool Gecko's discretion.

7. Condition of Returned Goods

Returned goods must:

  • Be clean and undamaged;
  • Include original packaging where reasonably possible;
  • Include all parts, instructions, and accessories.

Cool Gecko reserves the right to reduce a refund where returned goods show signs of use, damage, missing components, or diminished value resulting from handling beyond what is reasonably necessary to inspect the goods.

8. Return Process

To request a return:

Email: coolgecko@kpza.co.za

Please include:

  • Full name
  • Order number
  • Reason for return
  • Photographs (if applicable)

No goods may be returned without prior approval and a return reference number.

9. Shipping Costs

Defective, damaged, or incorrect goods

Cool Gecko will bear reasonable return shipping costs where required by law.

Cooling-off returns

The customer is responsible for all return shipping costs.

Failed deliveries

Additional courier charges arising from:

  • Incorrect addresses supplied by the customer;
  • Failure to collect parcels;
  • Failure to be available for delivery;

may be deducted from any refund.

10. Refunds

Approved refunds will be processed using the original payment method wherever possible.

Cool Gecko may withhold a refund until:

  • Returned goods have been received; and
  • The goods have been inspected.

Refund processing times may vary depending on banking institutions and payment providers.

11. Educational Use and Age Recommendations

Customers are responsible for ensuring that products are suitable for the age and developmental stage of the intended user.

Age recommendations are guidelines only and do not constitute guarantees of suitability for any specific child.

12. Limitation of Liability

To the maximum extent permitted by South African law:

  • Cool Gecko shall not be liable for indirect, incidental, or consequential losses.
  • Cool Gecko's total liability shall not exceed the purchase price paid for the product concerned.
  • Nothing in this policy limits any rights that cannot legally be excluded under South African law.

13. Contact Details

Cool Gecko

Email: coolgecko@kpza.co.za

Website: www.coolgecko.co.za