Returns & Refunds Policy

Last updated: 11 October 2026

At Cool Canna, we take care with the quality, packaging and fulfilment of every order. Because many of our products are consumable or hygiene-sensitive, change-of-mind returns may be limited once products have been supplied, opened or used.

Nothing in this policy is intended to exclude, restrict or limit any rights you may have under applicable South African consumer law.

1. Change-of-Mind Returns

Because of the consumable and hygiene-sensitive nature of many Cool Canna products, we generally cannot accept a change-of-mind return once a product has been opened, used or partially consumed, except where applicable law provides otherwise.

• Opened, used or partially consumed products generally cannot be returned simply because you have changed your mind, subject to applicable consumer rights.
• Products that have been improperly stored, handled or altered after delivery may not qualify for a return where the issue resulted from that storage, handling or alteration.
• Any statutory return, cancellation or other consumer rights that apply under South African law remain unaffected.

2. Incorrect, Damaged, Tampered or Incomplete Orders

Please contact us if:

• You received the wrong product.
• An item is missing from your order.
• A product or its packaging was materially damaged during delivery.
• The parcel, security seal or packaging appears to have been opened, cut, interfered with or tampered with.
• The contents appear different from what was packed or confirmed.
• Your order differs materially from what was confirmed.

For these delivery and fulfilment issues, please notify us within 48 hours of delivery where reasonably possible. Prompt notification helps us preserve evidence and investigate the matter with our fulfilment or delivery partners.

3. Defective or Unsafe Products

If you believe a product is defective, unsafe or does not meet applicable quality requirements, please stop using the product and contact us.

Consumer rights relating to defective or unsafe goods are governed by applicable South African law, including the Consumer Protection Act where it applies.

Nothing in our 48-hour delivery-issue reporting request removes or reduces statutory rights relating to defective or unsafe goods.

4. How to Submit a Claim

Email info@coolcanna.co.za with the following information where available:

• Your order number.
• The product or item concerned.
• A brief description of the issue.
• Clear photographs of the product, packaging, seals and parcel where relevant.
• Courier, tracking, locker, collection-point or incident information where relevant.
• Any other information reasonably required to help us assess or investigate the issue.

Please retain the product, parcel and original packaging while your claim is being reviewed unless we advise otherwise.

We recognise that photographs or incident references may not always be available. Their absence will not automatically invalidate a claim. Each matter will be assessed using the available evidence and applicable consumer rights.

5. Assessment of Claims

We may reasonably inspect or request information about a product, parcel or delivery before confirming the appropriate remedy.

• Visible courier, parcel or packaging damage may require photographs of the parcel as it was received, where available.
• Suspected tampering or missing contents may require courier, tracking or collection-point information to assist with an investigation.
• We may request that a product or packaging be retained or returned where reasonably necessary to assess the issue.
• We may consider product storage, handling and the nature of the reported issue when assessing a claim.
• We may seek information from the relevant courier, locker operator or collection-point provider.
• Our assessment process does not remove any rights available to you under applicable consumer law.

6. Refunds, Replacements & Other Remedies

Where a claim is accepted, the appropriate remedy will depend on the circumstances and any rights available under applicable consumer law.

This may include a replacement, refund or another appropriate remedy where agreed or permitted by law.

Where statutory consumer rights give you a choice of remedy, this policy does not remove that choice.

Where a remedy is required under applicable consumer law, it will not be unreasonably delayed solely because a courier or delivery-partner investigation remains outstanding.

7. Promotional & Discounted Products

Promotional, sale or discounted products are subject to the same applicable statutory quality protections as other products.

A promotional price does not, by itself, remove rights relating to defective, unsafe or incorrectly supplied goods.

Where a product is specifically sold with a disclosed condition or limitation, that information will be communicated before purchase where applicable.

8. Refund Processing

• Approved refunds will ordinarily be processed using the original payment method where reasonably possible.
• Where this is not possible, we may arrange another suitable refund method with you.
• Bank or payment-provider processing times may affect when refunded funds appear in your account.
• Original delivery charges may be refunded where required by applicable law or where the return results from an error attributable to Cool Canna or its fulfilment arrangements.

9. Courier, Locker & Delivery Issues

If your parcel appears damaged or tampered with when delivered or collected, please photograph the outer packaging and any visible damage before disposing of it where reasonably possible.

Customers are encouraged to inspect the visible condition of the parcel before leaving a collection point and to report any apparent damage or tampering immediately where reasonably possible.

Accepting or collecting a parcel does not, by itself, waive any applicable consumer rights.

If tracking shows a parcel as delivered but you have not received it, items are missing from the parcel, or there is another courier or collection-related problem, contact us promptly so that we can assist with an investigation.

Courier, PUDO/Pargo Pickup and other delivery investigations may require information from the relevant delivery provider. We will make reasonable efforts to investigate promptly and keep customers informed of material developments.

Where a refund, replacement or other remedy is required under applicable consumer law, it will not be unreasonably delayed solely because a courier investigation remains outstanding.

For more information about delivery, tracking and unsuccessful deliveries, please see our Shipping & Delivery Policy.

10. Fair Use

We assess claims fairly and may investigate unusual, repeated or potentially fraudulent claims.

We may request reasonable supporting information and consider the available evidence, including order records, fulfilment information, tracking history and delivery-partner findings.

Nothing in this section limits legitimate consumer rights under applicable law.

This Returns & Refunds Policy forms part of our Terms & Conditions.

Cool Canna · South Africa · Adults 18+