kokee. Seniors – Return Policy
At kokee. Seniors, we’re committed to providing hydration solutions that support your health and well-being. If you’re not entirely happy with your purchase, please review our return policy below.
1. First-Time Customer Satisfaction Guarantee
We understand that trying something new can be a leap of faith, and we want you to feel confident about your purchase. If you are a first-time customer and are unsatisfied with the taste or overall experience of our product, you may request a refund or return, even if the product has been opened but only partially consumed (less than 20% used).
How it works:
- Email us at orders@kokee.co.za within 14 days of delivery, mentioning your order number and providing feedback about your experience.
- Our team will guide you through the process to either:
- Refund the purchase amount to your original payment method.
- Provide a store credit for a future purchase.
Terms:
- The Satisfaction Guarantee is limited to first-time customers only.
- Only one item per order is eligible for this guarantee.
- Return shipping costs will not be refunded.
2. Standard Returns
We accept returns for the following:
- Unopened and unused products in their original condition.
- Requests initiated within 14 days of delivery.
We cannot accept returns for:
- Opened or used products (except for first-time customers under the Satisfaction Guarantee).
- Items not in their original packaging.
- Products purchased on sale or through special promotions (unless defective).
3. Process for Returns
To initiate a return:
- Contact us at orders@kokee.co.za with your order number, product details, and reason for return.
- Our team will review your request and provide instructions for returning the product.
- Once the returned product is received and inspected, we will process your refund within 7-10 business days.
4. Refunds
- Approved returns will be refunded to the original payment method.
- Shipping fees are non-refundable unless the return is due to a defective or incorrect product.
5. Damaged or Defective Items
If your product arrives damaged or defective:
- Notify us within 7 days of delivery at orders@kokee.co.za.
- Provide photos and a description of the issue.
- We will arrange for a replacement or refund at no extra cost.
6. Shipping Costs for Returns
- Customers are responsible for return shipping costs unless the return is due to a defective or incorrect product.
- For first-time customers under the Satisfaction Guarantee, shipping costs are not refundable.
Contact Us
If you have any questions or concerns about your order or our return policy, please reach out to us: