Returns Policy
Last updated: September 2026
We want you to be happy with what you ordered. If something's wrong, or you've just changed your mind, here's exactly how returns work.
Return window
Contact us within 7 days of receiving your order to arrange a return. Requests after this window unfortunately can't be processed.
Condition requirements
To qualify for a return, the item must be:
- Unused and undamaged
- In its original packaging, with all accessories and documentation included
Items showing signs of use, installation or damage from misuse won't be eligible for a refund or exchange.
Faulty or damaged items
If your item arrives faulty, damaged, or not as described, we'll cover the cost of getting it back to us and offer a replacement (subject to stock) or a full refund — your choice. Please contact us as soon as possible with photos of the issue so we can sort it out quickly.
Change of mind
If you'd simply like to return an item you no longer want, that's fine within the 7-day window — but:
- You're responsible for the cost of returning the item to us
- A 15% handling fee is deducted from your refund, to cover inspection and repackaging
- The original delivery fee is non-refundable
How to start a return
Email us at hello@koelio.co.za with your order number and the reason for the return. We'll confirm the details and next steps before you send anything back — please don't return an item without confirming with us first.
Refunds
Once we've received and inspected your returned item, we aim to process approved refunds within 14 business days, back to your original payment method.
Order cancellations
Changed your mind before your order has shipped? Email us as soon as possible — if it hasn't been dispatched yet, we can usually cancel and refund it in full with no handling fee.
Questions?
Reach out to hello@koelio.co.za and we'll help sort it out.