Comprehensive Return and Refunds Policy for Cool Pack cc

Effective Date: 12 March 2026
Last Updated: 12 March 2026

1. Introduction and Preamble

Welcome to the official Return and Refunds Policy of Cool Pack cc. Since our inception, we have strived to be your quality packaging and cleaning products supplier. We understand that occasionally, circumstances may arise where you need to return an item purchased from us.

This comprehensive policy has been drafted to clearly outline your rights, our obligations, and the exact procedures required to process returns, exchanges, and refunds. This policy is strictly governed by and drafted in accordance with the laws of the Republic of South Africa, specifically incorporating the consumer protection mechanisms outlined in the Consumer Protection Act No. 68 of 2008 (CPA) and the Electronic Communications and Transactions Act No. 25 of 2002 (ECTA).

By purchasing goods from Cool Pack cc, whether online through our e-commerce portal, in-store at our physical premises, or via direct wholesale order, you agree to be bound by the terms and conditions set out in this document. We recommend that you read this policy carefully before finalising any purchases.

2. Statutory Consumer Rights in South Africa

Cool Pack cc fully respects and complies with South African consumer legislation. Your right to return goods is primarily governed by two pieces of legislation, depending on how the purchase was made.

2.1. The Electronic Communications and Transactions Act (ECTA) – “Cooling-Off Period”

If you purchased goods from us online via our website, Section 44 of ECTA applies. You are entitled to a “cooling-off” period. This allows you to cancel your purchase within seven (7) days of receiving the goods, without providing a reason and without penalty.

Conditions: The goods must be returned in their original, unopened, and unused condition.
Costs: Under ECTA, the consumer is liable for the direct cost of returning the goods to our premises.
Refunds: Once we receive and inspect the goods, we will process a full refund within thirty (30) days as stipulated by the Act.

2.2. The Consumer Protection Act (CPA) – Defective Goods

Under the CPA, all our products carry an implied warranty of quality for a period of six (6) months from the date of delivery. If a product is found to be defective, unsafe, or fails to perform its designated function within this six-month period, you have the right to return the item.

Remedies: You may choose whether you prefer a repair, a replacement, or a full refund for the defective item.
Limitations: This warranty does not cover ordinary wear and tear, damage caused by customer negligence, user abuse, or incorrect usage of the product contrary to the manufacturer’s specifications (particularly relevant to our Ingco power tools and agricultural machinery).

3. General Eligibility for Returns

For a return to be authorised and processed smoothly, the following general criteria must be met, subject to the specific category exemptions outlined in Section 4:

Proof of Purchase: A valid tax invoice, till receipt, or order confirmation must be provided. We cannot process returns without verifying the original transaction.
Original Condition: For non-defective returns (e.g., change of mind or incorrect size ordered), the item must be returned in its original, undamaged packaging. It must be completely unused, unassembled, and in a fully resalable condition.
Timeframes:
- Change of mind (Online orders): Within 7 days of delivery.
- Change of mind (In-store purchases): Within 14 days of purchase (at the discretion of management).
- Defective goods: Within 6 months of delivery.
- Incorrectly delivered items: Must be reported within 48 hours of receipt.

4. Category-Specific Return Conditions

Because we stock at least 600 different items, spanning multiple industries, specific return conditions apply to different product categories due to health, safety, and logistical regulations.

4.1. Food Packaging, Styrofoam, and Plastic Containers

This category includes styrofoam trays, fastfood packaging, plastic bags, cardboard boxes, and plastic & glass bottles.

Hygiene Regulations: Due to strict food safety and hygiene protocols, we cannot accept returns of any food-grade packaging if the protective plastic outer wrapping or sleeve has been opened, breached, or tampered with.
Once a sterile sleeve of plastic bottles or a stack of styrofoam trays is opened, it is considered compromised and is no longer resalable as food-safe.
Only entirely unopened and sealed bulk packs of packaging can be returned for a refund or exchange.

4.2. PPE & Safety Wear

This category includes items vital for safe working environments such as dust masks, aprons, gloves, and mophats hairnets.

Health and Safety: For sanitary reasons, wearable items such as ear plugs, dust masks (FFP1 and FFP2), beard covers, and hairnets cannot be returned if the original packaging has been opened, even if they appear unworn.
Safety gloves and PVC aprons may be exchanged for a different size provided they have not been used in an industrial setting and the original tags remain attached.

4.3. Ingco Power Tools and Hardware

Our industrial products include a comprehensive range of Ingco tools.

Warranty Returns: Ingco tools are robust, but if a tool presents a factory fault within the statutory 6-month period (or any extended manufacturer warranty period), it must be returned to us for professional assessment.
Assessment Process: Defective tools will be evaluated by an authorised technician to determine if the fault is due to a manufacturing defect or user abuse (e.g., burning out an armature by overloading the machine, water damage, or dropping the tool).
If the assessment confirms a manufacturing fault, we will offer a repair, replacement, or refund. If user abuse is found, the warranty is voided, and the customer will be liable for the assessment fee and repair costs.

4.4. Cleaning Chemicals and Consumables

This includes heavy duty industrial cleaners, bleach, degreasers, and dishwashing liquids.

Chemical Safety: For safety and contamination reasons, liquid cleaning chemicals and powders can only be returned if the factory seal is completely intact. We cannot accept returns of any chemical product where the safety seal has been broken or the container has been opened.

4.5. Agricultural Supplies and Bag Closing Range

This includes woven poly prop bags, netlon, and stitching machines.

Agricultural packaging must be returned unused and in its original bundles.
Bag closing stitching machines (e.g., Sew-Rite Express) that are suspected to be defective will be subjected to mechanical assessment to ensure they were not jammed or broken due to the use of incorrect yarn or improper maintenance.

5. The Return Procedure: Step-by-Step

If you need to initiate a return, please follow this formal procedure to ensure your request is handled as swiftly as possible by our administration team.

Step 1: Log Your Return Request

Do not send items back to our farm without prior authorisation. Please initiate the return by contacting our sales and support team.

Email: Send a detailed email to sales@springgreen-ferret-231048.hostingersite.com.
Subject Line: “Return Request – Order #[Your Order Number]”
Body of Email: Please include your full name, contact number, order number, the specific item(s) you wish to return, and the detailed reason for the return. If the item is defective or damaged, please attach clear photographs of the product and the packaging.

Step 2: Await Authorisation and Instructions

Our team will review your request within two (2) working days. If your return meets the criteria outlined in this policy, we will issue you a Return Authorisation Number (RAN) and provide you with specific instructions on how to send the goods back to us.

Step 3: Preparing the Goods for Transit

You are responsible for ensuring that the goods are securely and adequately packaged for their return journey.

Place the items in their original packaging.
Use a sturdy outer shipping box to prevent damage during transit.
Ensure your Return Authorisation Number (RAN) is clearly written on the outside of the shipping box.
Note: Cool Pack cc will not be held liable for any damages that occur during the return transit due to insufficient packaging by the customer.

Step 4: Dispatch / Collection

Depending on the nature of the return and the size of the items, the logistics will be handled in one of the following ways:

Customer Drop-off: You may physically return the items to our premises during our trading hours: Monday to Friday: 07h30 to 16h30 or Saturday: 07h30 to 11h30. We are located at Jachtdrif Farm, Paulpietersburg, KwaZulu-Natal.
Courier Return: You may use a courier of your choice to send the items to our physical address.
Cool Pack Fleet Collection: If we are scheduled to make a delivery in your specific location using our own vehicles, we may, at our sole discretion, arrange to collect the return from you.

6. Shipping and Logistics Costs for Returns

Because we deliver NATIONWIDE and deal with highly variable product sizes, the allocation of shipping costs for returns is handled strictly according to the reason for the return.

6.1. When Cool Pack cc Pays for Return Shipping

We will cover the full cost of return shipping and logistics under the following circumstances:

We dispatched the incorrect item to you (e.g., you ordered 30 Dozen Egg Outerboxes but received 15 Dozen Egg Outerboxes).
The item arrived physically damaged from transit.
The item is proven to be materially defective within the 6-month CPA warranty period.

In these instances, we will arrange for our courier to collect the item from you, or arrange collection via our own delivery vehicles.

6.2. When the Customer Pays for Return Shipping

The customer is entirely responsible for all return shipping costs, courier fees, and insurance under the following circumstances:

“Change of mind” returns under the ECTA 7-day cooling-off period.
You ordered the incorrect size, colour, or specification of a product by mistake.
You wish to exchange an item for a different product.

6.3. Special Note on Bulk Items

Please be acutely aware that bulk items can’t be shipped via standard Courier. If you are returning a bulk item (such as pallets of styrofoam, large volumes of charcoal, or bulk agricultural bags) due to a change of mind, the logistical costs of retrieving these goods via specialised freight can be substantial. Please contact us for a delivery quote on bulk items for returns.

7. The Refund Processing Procedure

Once your returned items arrive at our warehouse at Jachtdrif Farm, they will enter our inspection queue.

Inspection: Our warehouse team will inspect the goods to verify their condition and check for all original packaging and accessories. This process is typically completed within three (3) working days of receiving the return.
Approval/Rejection: You will be notified via email regarding the approval or rejection of your refund based on the inspection results.
Processing the Payment: If approved, the refund will be processed immediately.
- Refunds are processed using the original payment method. If you paid via EFT, we will require proof of banking details to process the refund into your nominated South African bank account.
- Please allow between 3 to 7 working days for the funds to reflect in your account, depending on your bank’s processing times.
Deductions: If an item is returned for a “change of mind” but is found to be missing parts, missing its original manual, or its packaging is unreasonably damaged, we reserve the right under the CPA to charge a reasonable restocking fee, which will be deducted from your final refund amount.

8. Exchanges

If you require an exchange (for instance, you purchased a PVC Green Apron but meant to purchase Disposable Plastic Aprons), the fastest method is to log a standard return for a refund for the unwanted item (following the steps in Section 5), and immediately place a new, separate order on our website for the correct item.

Alternatively, if you are visiting our physical shop in Paulpietersburg, you may process a direct exchange at the trade counter, provided you have your original proof of purchase and the item is in pristine, unopened condition.

9. Damaged in Transit & Incorrect Deliveries

Despite our meticulous packing procedures, transit damage can occasionally occur, particularly with fragile items like glass bottles or specialized egg packaging.

Inspection on Delivery: It is your responsibility to briefly inspect the delivery upon arrival. If outer cartons are visibly crushed or leaking, please note this explicitly on the courier’s waybill before signing for the delivery.
Reporting Timeframe: Any damages in transit, missing items, or incorrectly supplied items MUST be reported to us in writing (sales@springgreen-ferret-231048.hostingersite.com) within forty-eight (48) hours of the delivery being signed for.
Failure to report damages or shortages within this 48-hour window severely limits our ability to claim from our courier insurance and may result in your claim for a replacement being denied.

10. Order Cancellations Prior to Dispatch

If you place an order online and realise you have made a mistake, you may cancel the order prior to it being dispatched.

We aim to dispatch orders rapidly. Therefore, if you need to cancel, you must telephone us immediately on +27 34 995 0144 or Cell: +27 78 842 4411.
If the order has not yet left our warehouse, we will cancel it and issue a full refund without any penalty.
If the order has already been handed over to the courier or loaded onto one of our 9 delivery vehicles, it cannot be cancelled. You will need to receive the delivery and log a formal return under the 7-day cooling-off period, and you will be liable for the return shipping costs.

11. Custom and Special Orders

Occasionally, Cool Pack cc sources highly specialised items or bulk manufactures specific packaging runs for clients that fall outside of our standard 600 stocked items.

Non-Returnable: Any goods that have been specially ordered, customised, printed, or manufactured to a customer’s specific bespoke requirements are strictly non-returnable and non-refundable, unless they are found to be materially defective.

12. Limitation of Liability

Cool Pack cc shall not be held liable for any indirect, special, or consequential damages (including loss of profits, loss of business, or agricultural losses) arising out of or in connection with the supply of defective goods, delayed deliveries, or the return process. Our maximum liability in respect of any defective item will be strictly limited to the original purchase price of that specific item.

13. Dispute Resolution

If you are dissatisfied with the outcome of a return or refund request, we encourage open communication. We are a business built on long-term relationships since 1996.

Please escalate your concern in writing to management at sales@springgreen-ferret-231048.hostingersite.com.
If a resolution cannot be reached amicably, you have the right to lodge a formal complaint with the National Consumer Commission (NCC) of South Africa in terms of the CPA.

14. Contact Information and Trading Hours

Should you have any queries regarding this Return and Refunds Policy, or need assistance logging a return, please reach out to our team during standard operating hours.

Email: sales@springgreen-ferret-231048.hostingersite.com
Telephone: +27 34 995 0144
Cellular: +27 78 842 4411
Physical Address: Jachtdrif Farm, Paulpietersburg, KwaZulu-Natal
GPS Coordinates: 27 21′ 37” S, 30 52′ 37” E
Postal Address: P.O. Box 294, Paulpietersburg, 3180

Trading Hours:

Monday to Friday: 07h30 to 16h30
Saturday: 07h30 to 11h30
Sundays & Public Holidays: Closed

We thank you for choosing Cool Pack cc as your trusted supplier and for your co-operation with our returns procedures.