Customer Protection
Returns & Refunds Policy
Cossa Store returns, refunds and cancellation policy for stocked goods, print-on-demand products, supplier-fulfilled items, digital products and affiliate purchases.
Last updated: 11 August 2026
This Returns & Refunds Policy applies to purchases made from Cossa Store, operated by Cossa Nexus Holdings (Pty) Ltd. It explains how cancellations, returns, faulty-product claims and refunds are handled for the different types of products offered through our store.
Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded under South African law, including applicable rights under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.
Standard / stocked physical goods
Return position: 7 calendar days from delivery, where applicable
- For qualifying online purchases, you may cancel within 7 calendar days after receiving the goods where the cooling-off provisions of the Electronic Communications and Transactions Act apply.
- Change-of-mind goods must be unused, undamaged, in their original condition and, where reasonably possible, in their original packaging.
- For an eligible change-of-mind return, you are responsible for the direct cost of returning the goods to us.
- This change-of-mind policy does not limit any rights you may have if goods are defective, unsafe, damaged or incorrectly supplied.
- Certain products cannot be returned for change of mind where an exclusion permitted by applicable law applies.
Print-on-demand & personalised products
Return position: Faulty, damaged or incorrect products
- Print-on-demand, personalised and custom-made products are produced specifically for your order and are generally not eligible for change-of-mind returns where the law permits this exclusion.
- You remain protected if the product is defective, damaged, incorrectly printed or materially different from what you ordered.
- Selecting the wrong size, colour or personalisation details when the correct item was supplied is not considered a production defect.
- Please report visible printing errors, incorrect items or transit damage as soon as reasonably possible and include clear photographs so we can investigate quickly.
Supplier / dropshipped products
Return position: Statutory rights still apply
- Some Cossa Store products may be stored, packed or dispatched directly by an approved supplier or fulfilment partner.
- Supplier fulfilment does not remove your consumer rights when your purchase was made from Cossa Store.
- For orders sold directly by Cossa Store, contact Cossa Store first for returns, refunds, defective goods or delivery claims unless we expressly tell you otherwise.
- Return instructions may differ according to the fulfilment location, so please do not return an item directly to a supplier without receiving return instructions from us.
Special-order & imported products
Return position: As disclosed before purchase
- Products sourced, imported or ordered specifically for you may have different cancellation or change-of-mind conditions where permitted by law.
- Any material restriction that applies to a special-order product will be disclosed before you complete the purchase.
- These restrictions do not remove statutory remedies that apply to defective, unsafe, damaged or incorrectly supplied goods.
Digital products
Return position: Before access or delivery, subject to applicable law
- Where Cossa Store offers downloadable files, templates, licences or other digital products, eligibility for cancellation or refund may depend on whether the digital product has already been supplied, downloaded, accessed or activated.
- Where we voluntarily permit cancellation before digital delivery or access, the purchase price will be refunded to the original payment method.
- If a digital file supplied by us is corrupt, inaccessible, materially different from its description or the wrong product was delivered, contact us so that we can replace, correct or refund it as appropriate.
- Nothing in this section removes consumer rights that cannot lawfully be excluded.
Affiliate / partner products
Return position: Third-party retailer policy applies
- Some links on Cossa Store may take you to an independent third-party retailer or marketplace to complete your purchase.
- Where checkout and payment take place on that third-party website, Cossa Store is not the seller of that transaction and does not receive or process your payment.
- Returns, cancellations, warranties and refunds for that transaction are governed by the terms and policies of the third-party retailer.
- We will clearly identify affiliate or partner links where reasonably practicable so that you know when you are leaving Cossa Store.
Faulty, defective, unsafe or incorrectly supplied goods
Your statutory rights concerning defective goods apply regardless of whether an item is stocked, print-on-demand, supplier-fulfilled or specially ordered.
Where the Consumer Protection Act applies, goods must be reasonably suitable for their intended purpose, of good quality, in good working order and free of defects, subject to the circumstances recognised by law.
If qualifying goods fail to meet the applicable statutory standards within six months after delivery, you may be entitled to return the goods without penalty and at the supplier's risk and expense, and to choose a repair, replacement or refund as provided for by applicable law.
Please send your order reference, a description of the problem and clear photographs or video where reasonably relevant to WhatsApp 067 801 1907 or contact us through our support page. Evidence helps us assess the claim quickly but does not remove rights you have under applicable law.
Damaged or incorrect deliveries
If your parcel arrives visibly damaged, contains the wrong product, is missing an item or differs materially from your confirmed order, please contact us as soon as reasonably possible.
Include your order number and, where possible, photographs of the product, parcel and shipping label. Do not discard damaged packaging until we confirm whether it is required for a courier or supplier claim.
How to request a return
- Contact Cossa Store with your order number and the reason for your request.
- If the item is faulty, damaged or incorrect, provide photographs or other relevant information where reasonably possible.
- Wait for our return instructions before sending the product. Some supplier-fulfilled products may need to be returned to a different authorised return location.
- Package the goods securely and follow the return instructions supplied by our support team.
- Once the return is received and assessed where assessment is reasonably required, we will notify you of the outcome.
Return shipping costs
For an eligible change-of-mind return under an applicable cooling-off right, the direct cost of returning the goods may be for your account as permitted by law.
Where goods are returned because they are defective, damaged, incorrectly supplied or because of another error for which Cossa Store is responsible, return costs will be handled in accordance with applicable consumer law and the circumstances of the claim.
Refund processing
Approved refunds will normally be returned to the original payment method used for the transaction. We will not normally redirect a refund to an unrelated bank account, card or payment instrument.
Once a refund has been approved and initiated by Cossa Store, processing by the payment provider or your financial institution may take additional business days. We will provide confirmation when the refund has been initiated where the payment system supports such confirmation.
Refunds will not exceed the amount originally paid for the affected transaction, except where additional amounts are required by applicable law.
Warranties
Some products may include a manufacturer or supplier warranty. Where applicable, warranty information may be displayed on the relevant product page, packaging or supporting documentation.
A manufacturer or supplier warranty is additional to, and does not replace, statutory consumer rights that apply to your purchase.
Business and bulk orders
Orders placed under an approved business account, formal quotation, procurement agreement or bulk-order agreement may also be subject to the specific commercial terms agreed for that transaction.
Those commercial terms do not exclude statutory rights where those rights apply and cannot lawfully be excluded.
Contact Cossa Store
For a cancellation, return, refund, damaged parcel, warranty or defective-product claim, contact Cossa Store through our official support channels.
Cossa Nexus Holdings (Pty) Ltd — Cossa Store
Email: cossa@cossanexusholdings.co.za
Phone / WhatsApp: 067 801 1907
Registered address: Ext 27 Olivenoutbouch 163, 163 Centurion Olivenoutbousch, Centurion, Gauteng, 0187
Website: www.cossanexusholdings.co.za
Checkout acknowledgement
Before completing an eligible purchase directly from Cossa Store, customers may be required to acknowledge our Terms & Conditions and this Returns & Refunds Policy as part of the checkout process.