AKOA
Returns & Exchanges Policy extracted from Section 6 of full Terms & Conditions.
Last Updated: 29 May 2026
6. Returns and Exchanges
At Akoa Collective we want you to love every piece you purchase. If something is not right, we are here to help. This policy explains your rights and our procedures for returns, exchanges, and refunds, consistent with the Consumer Protection Act 68 of 2008 (“CPA”).
Please read this policy carefully before making a purchase. By placing an order on http:// akoa.co.za you agree to the terms set out below.
Important — Client Responsibility for Courier Costs Except where an item is defective, unsafe, incorrectly described, or returned under the CPA direct-marketing cooling-off right, the client is responsible for the cost of the return courier (sending the item back to Akoa) AND the replacement courier (receiving the new or exchanged item). This applies to all size exchanges and change-of-mind returns. All return and exchange shipments must be arranged through The Courier Guy and must include a tracking number. Akoa does not accept responsibility for parcels lost in transit during a return where tracking was not used. |
6.1. Quick Reference Summary
Use the table below to find the applicable remedy at a glance. Full details follow in the sections below.
Scenario | Return? | Exchange/store credit? |
Defective/damaged goods on arrival | Yes — 6 months | Yes — 6 months |
Wrong item delivered | Yes | Yes |
Size exchange | N/A | Yes — 14 days. Rings have 1 free exchange, on us. Bracelets and Chains are not eligible for a free size exchange. However, you are able to exchange them. |
Change of mind (unworn) | Yes — 14 days. Return shipping for the customer’s account. | Yes — 14 days Return shipping for the customer’s account. |
Personalised/custom item | No* | No* |
Sale/promotional item | Sale items may be returned for store credit only, at the rate the customer paid for the product. This does not apply to defective products. | Sale items may be returned for store credit only, at the rate the customer paid for the product. This does not apply to defective products. |
* Personalised or custom-made items may still be returned if they are defective, unsafe, or do not match the agreed specification.
6.2. Return Window
Subject to the CPA and the specific provisions below, returns must be initiated within the following periods:
- General change-of-mind returns: within 14 days of the date of delivery.
- Size exchange (jewellery): within 14 days of the date of delivery (one free exchange — see Section 6).
- Defective, unsafe, or incorrectly described goods: within 6 months of delivery, as provided by section 56 of the CPA.
- Direct marketing / cooling-off period: within 5 business days of delivery, if the purchase was made in response to direct marketing (e.g. an email or SMS promotion), as provided by section 16 of the CPA.
To initiate a return, contact us at info@akoa.co.za before sending any item back.
6.3. Courier Cost Responsibility — Summary
Reason for Return | Return Courier (to AKOA) | Replacement Courier (to you) |
Defective / damaged / wrong item | Akoa covers cost | Akoa covers cost |
Size exchange (1st free exchange) | Akoa covers cost | Akoa covers cost |
Size exchange (subsequent) | Client’s responsibility | Client’s responsibility |
Change of mind | Client’s responsibility | N/A – refund or store credit issued |
Direct marketing cooling-off (CPA s16) | Akoa covers cost | N/A — refund issued |
6.4. How to Initiate a Return or Exchange
- Step 1: Email info@akoa.co.za with your order number and the reason for your return or exchange request. Do not send items back before receiving confirmation from us.
- Step 2: We will respond within 2 business days to confirm eligibility and provide the return address.
- Step 3: If courier costs are your responsibility, you must arrange and pay for a The Courier Guy shipment to the address we provide. We will accept PUDO locker-to-locker for a product’s return leg. Please send us the tracking number once booked.
- Step 4: Once we receive and inspect the returned item, we will process your exchange or refund in accordance with our Returns & Refund Policy.
6.5. Condition of Returned Items
To be eligible for a return or exchange (other than for defects), items must be:
- Unworn, unwashed, and unaltered — in the same condition in which you received them;
- Free from scratches, damage, or signs of use;
- Returned in their original packaging, including any pouches, boxes, tags, and certificates of authenticity;
- Accompanied by proof of purchase (order confirmation email or invoice).
We reserve the right to assess the condition of returned items upon receipt. Items that do not meet the above criteria may be returned to you or subject to a partial refund at our discretion, except where the CPA requires otherwise.
6.6. Non-Returnable Items
The following items are not eligible for return or exchange, except where they are defective, unsafe, or do not match their description:
- Personalised or custom-made jewellery (e.g. engraved pieces, bespoke orders) — made to your specification and therefore not suitable for resale;
- Gift cards and vouchers;
- Items purchased as part of a clearly marked final-sale promotion.
Important: Even for non-returnable items, if a product is found to be defective, unsafe, or materially different from its description, you retain your full rights under section 56 of the CPA.
6.7. Size Exchanges
One Free Size Exchange We offer one (1) complimentary size exchange per order on rings only, within 14 days of delivery. There are no free size exchanges for bracelets and chains. |
6.7.1. How to Request a Size Exchange
- Email us at info@akoa.co.za with your order number and the size you require.
- We will confirm availability of the requested size and provide a return address.
- Package the item securely in its original packaging and ship it to us using a trackable courier service.
- The return shipping cost for size exchanges is your responsibility. We will cover the shipping cost of sending the replacement item to you.
6.7.2. Conditions for Size Exchange
- The item must be unworn and in original condition as described in Section 6.4.
- Only one free size exchange is permitted per item per order.
- If the requested size is unavailable, we will offer you a full refund or store credit (which ever you prefer).
- Subsequent size exchanges (after the first free exchange) may be subject to a handling fee of R120.00.
6.8. Warranty on Defective, Unsafe, or Incorrectly Described Goods
Under section 56 of the CPA, if goods are found to be defective, unsafe, or do not match their description or sample within six (6) months of delivery, you are entitled to:
- Repair of the item at no charge;
- Replacement with the same or equivalent item; or
- A full refund of the purchase price.
You may choose your preferred remedy. We will not substitute a repair for a refund, or a replacement for a repair, without your agreement.
6.8.1. How to Report a Defect
- Contact us at info@akoa.co.za within 6 months of delivery.
- Include your order number, a description of the defect, and clear photographs where possible.
- We will assess your report and respond within 5 business days.
- If a return is required for assessment, we will cover reasonable return shipping costs for confirmed defective items.
6.8.2. Damage Not Covered
The following are not considered manufacturing defects and are not covered under this section:
- Damage caused by normal wear and tear, accidental damage, or misuse;
- Damage resulting from improper care (e.g. exposure to chemicals, perfumes, or moisture contrary to care instructions);
- Damage caused by impact, misuse, or accidental dropping. Tungsten carbide rings are extremely hard but may crack or shatter if subjected to significant impact or dropped onto hard surfaces. Such damage is not considered a manufacturing defect and is not covered under warranty or returns.
- Modifications or repairs carried out by a third party not authorised by Akoa.
6.9. Change of Mind Returns
While the CPA does not require retailers to accept change-of-mind returns (other than for direct marketing purchases), we voluntarily offer the following as a courtesy:
- Eligible items may be returned within 30 days of delivery if unworn and in original condition (see Section 4).
- We will issue a store credit or exchange to the value of the returned item.
- Cash refunds for change-of-mind returns are at our discretion and are not guaranteed.
- Return shipping costs for change-of-mind returns are your responsibility.
This courtesy does not affect your statutory rights under the CPA.
6.10. Direct Marketing Cooling-Off Period
If you purchased an item as a result of direct marketing (for example, in response to a promotional email, SMS, or social media advertisement), you have the right under section 16 of the CPA to cancel the transaction and return the goods within five (5) business days of delivery, without reason and without penalty.
- Contact us at info@akoa.co.za within 5 business days of receiving your order.
- We will arrange a collection of the item or provide a return address.
- A full refund, including the original delivery charge, will be issued within 15 business days of our receiving the returned item in its original condition.
© 2026 AKOA. All rights reserved. | Governed by the laws of the Republic of South Africa.