Policy
Policies & Information
Everything you need to know about ordering, shipping, returns, refunds, our terms, and how we protect your personal information.
Shipping Policy
At Coolza, we work to get your order to you as quickly and efficiently as possible.
Processing Times
Orders are generally processed within 1–3 business days after payment has been successfully received.
Delivery Times
Estimated delivery times may vary depending on your location, courier availability, public holidays, and other circumstances outside of our control.
As a general estimate, South African orders may take approximately 3–7 business days after processing.
Delivery estimates are not guaranteed delivery dates. Delays may occasionally occur due to courier disruptions, weather, peak shopping periods, incorrect delivery information, or other circumstances beyond Coolza's reasonable control.
Order Tracking
Where tracking information is available, it will be provided to you once your order has been dispatched.
Incorrect Delivery Information
Customers are responsible for providing accurate delivery information during checkout. Please contact us as soon as possible if you notice an error in your delivery details.
Returns & Refunds
We want you to be satisfied with your Coolza purchase. Returns and refunds are handled in accordance with applicable South African consumer protection laws.
Defective or Damaged Products
If your product arrives damaged, defective, or does not conform to the applicable agreement, please contact us as soon as possible with your order details and photographs or other relevant information.
We will assess the issue and, where applicable, provide an appropriate remedy in accordance with applicable law.
Unwanted Products
Certain purchases may be eligible for return or cancellation depending on the circumstances of the transaction and applicable consumer protection legislation.
Products returned to us should be safely packaged and returned with all relevant accessories and components where applicable.
Refunds
Where a refund is approved, the refund will generally be made using the original payment method, subject to the applicable payment provider's processing times.
How to Request a Return
To request a return or refund, please contact us at:
Terms of Service
By accessing or purchasing from the Coolza website, you agree to comply with these Terms of Service and all applicable laws and regulations.
Our Products
We make reasonable efforts to ensure that product descriptions, photographs, pricing, and other information displayed on our website are accurate. However, minor variations may occur.
Orders
An order is subject to availability and successful payment. Coolza reserves the right to cancel or refuse an order where permitted by applicable law, including where there is an obvious pricing or product information error.
Pricing
All prices displayed on the website are shown in South African Rand (ZAR), unless otherwise stated.
Prices and promotions may change from time to time. Any change will not affect an order that has already been accepted and processed, except where permitted by law.
Website Use
You agree not to misuse the website, attempt to gain unauthorised access to systems or accounts, interfere with the operation of the website, or use the website for unlawful purposes.
Intellectual Property
Unless otherwise stated, the content of this website, including branding, logos, text, graphics, images, and other materials, belongs to or is used by Coolza under appropriate rights and may not be reproduced or commercially exploited without permission.
Limitation of Liability
Nothing in these Terms is intended to exclude or limit any right, remedy, guarantee, warranty, or liability that cannot lawfully be excluded or limited under applicable South African law.
Changes to These Terms
We may update these Terms from time to time. The latest version published on this website will apply to future use of the website and purchases, subject to applicable law.
Privacy Policy & POPIA
Coolza respects your privacy and is committed to handling personal information responsibly and in accordance with applicable South African privacy legislation, including the Protection of Personal Information Act 4 of 2013 (POPIA).
Information We Collect
Depending on how you interact with our website, we may collect information such as your name, email address, telephone number, billing information, delivery address, order information, and other information you voluntarily provide to us.
How We Use Your Information
We may use your personal information to:
- Process and fulfil your orders.
- Arrange delivery of your purchases.
- Process payments and refunds.
- Respond to customer support requests.
- Communicate with you about your orders.
- Improve our website, products, and customer experience.
- Meet legal and regulatory obligations.
- Send marketing communications where legally permitted and, where required, with your consent.
Payment Information
Payment transactions may be processed by third-party payment providers. We do not intentionally store complete payment card details on our own systems where the payment provider handles those details.
Sharing Personal Information
We may share relevant information with trusted service providers where necessary to operate our business, such as payment processors, delivery companies, website providers, and customer service providers.
We do not sell your personal information for money.
Security
We take reasonable technical and organisational measures to protect personal information against unauthorised access, disclosure, alteration, loss, or destruction.
Your Privacy Rights
Subject to applicable law, you may have rights relating to your personal information, including requesting access to information we hold about you, requesting correction of inaccurate information, and raising concerns regarding the processing of your information.
Cookies
Our website may use cookies and similar technologies to help operate the website, understand how visitors use our website, remember preferences, and improve our services.
Marketing Communications
Where applicable, you may unsubscribe from promotional communications by following the unsubscribe instructions included in those communications or by contacting us.