Refund policy

You may return your order within 5 (five) business days of receiving it, provided the product is unused, undamaged, in its original packaging and in a resalable condition.

To request a return, please email hello@halocooling.co.za with your order number and reason for return. We aim to respond to return requests within 5 business days.

Please note:

• Returns must be requested within 5 (five) business days of delivery.
• Products must be unused, undamaged and returned in their original packaging.
• Return courier costs for change-of-mind returns are for the customer's account.
• Original delivery fees are not refundable.
• Refunds are processed only once the returned item has been received and inspected.
• For hygiene and health-protection reasons, we cannot accept a Reset Cloth that has been used for a change-of-mind return, as it cannot be resold or supplied to another customer. This exclusion does not apply where the Reset Cloth is faulty, defective, unsafe, or otherwise fails to meet the requirements and standards of quality under the Consumer Protection Act.

Nothing in this change-of-mind returns policy limits your rights under the Consumer Protection Act in respect of faulty, defective or unsafe products.

If your order is damaged and/or defective, please email hello@halocooling.co.za as soon as possible with:

• your order number;
• a short description of the issue; and
• clear photographs of the product and packaging.

We will review the issue and may request that the product is returned for assessment. Any assessment will be conducted promptly and will not delay or limit your rights under the Consumer Protection Act. Damage caused in transit, an incorrect or incomplete order, and a product that is faulty or defective during normal use will be assessed according to the circumstances. In accordance with sections 55 and 56 of the Consumer Protection Act, products are subject to an implied warranty of quality for six months from delivery. If, within that period, a product fails to meet the requirements and standards contemplated in section 55, you may return it to us and choose a repair, replacement or refund.

If you choose a replacement and the same product is unavailable, you may choose a refund or, if you agree, an alternative product of equivalent value. If a product is repaired and, within three months after the repair, the same defect recurs or the repair fails, you may return the product and we will replace it or refund you, as required by the Consumer Protection Act.

The following are not covered by our change-of-mind returns policy. This does not limit your rights under the Consumer Protection Act where a product fails to meet the applicable requirements and standards of quality:

• normal wear and tear;
• damage caused by misuse, negligence, incorrect use or care or accidental damage;
• damage caused by failure to follow the care instructions;
• products that have been personalised or customised; and
• used Reset Cloths, as explained above.

Approved refunds will be processed to the original payment method. We will confirm by email once your refund has been processed. Processing times may vary depending on your bank or payment provider. For change-of-mind returns, original delivery fees are not refundable and return courier costs are for your account. This does not limit any refund or other remedy to which you are entitled under the Consumer Protection Act.

Once your return request has been approved, we will email you with the applicable return instructions, including whether the product must be returned by courier collection or another agreed method. Please do not send a product back before receiving return approval and instructions from us, as we may be unable to process or track an unauthorised return. If a courier collection is arranged, we will provide the collection details and any information you need to prepare the product for return. Please ensure that the product is securely packaged, together with any accessories or items included with your order, where applicable. For change-of-mind returns, you are responsible for the return courier cost. For faulty or defective products, we will arrange and pay for the reasonable return collection costs where required by the Consumer Protection Act.

We will process an approved refund after we have received and inspected the returned product, or earlier where required by the Consumer Protection Act. We aim to process refunds within five (5) business days after approval. Once processed, the time taken for the refund to reflect may vary depending on your bank or payment provider. We will confirm by email once the refund has been processed. If we need any further information to process your refund, we will contact you as soon as possible. If you have an unresolved question or concern about a return or refund, please reply to our most recent email or contact hello@halocooling.co.za, quoting your order number and return reference, if applicable. We will review your query and respond as soon as possible.