Terms of service
Terms and Conditions
Last Updated: 9 July 2026
1. Introduction
Welcome to Coala ("Coala", "we", "our" or "us").
These Terms and Conditions govern your access to and use of our website, products and services, including all purchases made through our online store hosted on the Shopify platform.
By accessing our website, browsing our products or placing an order, you agree to be bound by these Terms and Conditions. If you do not agree to these Terms and Conditions, you should not use this website.
These Terms should be read together with our Privacy Policy, Shipping Policy and Refund Policy, all of which form part of these Terms and Conditions.
2. Our Details
Business Name: Coala
Website: www.coala.co.za
Email: coala.admin@gmail.com
Country of Operation: Republic of South Africa
3. Legal Capacity
By using this website, you warrant that:
you are at least 18 years of age, or have the consent of a parent or legal guardian;
you have the legal capacity to enter into binding agreements;
all information provided by you is true, accurate and complete;
you will use this website only for lawful purposes.
We reserve the right to refuse service or cancel any order if we reasonably believe that false or misleading information has been supplied.
4. Electronic Communications
In accordance with the Electronic Communications and Transactions Act, 2002 ("ECTA"), you agree that all agreements, notices, disclosures and communications sent electronically satisfy any legal requirement that such communications be in writing.
When you place an order or communicate with us electronically, you consent to receive communications from us by email or other electronic means.
5. Products
We endeavour to ensure that all products displayed on our website are described and illustrated as accurately as possible.
However:
- product colours may vary depending on your screen settings;
- packaging may occasionally differ from images shown;
- product dimensions may vary slightly due to manufacturing tolerances;
- product photographs are for illustrative purposes only.
We reserve the right to modify product specifications, pricing, packaging or availability without prior notice.
Nothing on this website constitutes a guarantee that every product displayed will always be available.
6. Product Information and Safe Use
Customers are responsible for reading all product descriptions, instructions and warnings before using any product purchased from Coala.
Where products are intended for skincare, beauty or personal care:
- use products only as directed;
- discontinue use immediately if irritation or discomfort occurs;
- do not use products on broken, infected or damaged skin unless specifically stated otherwise by the manufacturer;
- if you have known allergies or sensitive skin, perform an appropriate patch test before first use where applicable;
- seek medical advice if an adverse reaction occurs.
Coala is not responsible for damage, injury or loss arising from the misuse, abuse or improper use of any product.
Nothing on this website constitutes medical advice.
7. Pricing
- All prices displayed on this website are quoted in South African Rand (ZAR).
- Prices include Value-Added Tax (VAT) where applicable unless expressly stated otherwise.
- Delivery charges are calculated separately during checkout and are displayed before payment is completed.
- Although every effort is made to ensure pricing accuracy, errors may occasionally occur.
If an incorrect price has been published due to a typographical, technical or system error, we reserve the right to cancel the order before dispatch and refund any payment received.
8. Orders
- Placing an order on our website constitutes an offer to purchase.
- An order is only accepted once: payment has been successfully received; and you receive confirmation that your order has been accepted for processing.
We reserve the right to refuse or cancel any order where:
- products are unavailable;
- payment cannot be verified;
- fraudulent activity is suspected;
- incorrect pricing has occurred;
- incorrect product information has been displayed due to a technical error;
- we are unable to fulfil the order for any lawful reason.
Should an order be cancelled before dispatch, any monies received will be refunded using the original payment method where reasonably possible.
9. Payment
- Payment must be made in full before any order is dispatched.
- Payments are processed securely through Shopify and authorised third-party payment providers.
- Coala does not store your full debit or credit card details.
- Ownership of goods remains with Coala until payment has been received in full.
10. Stock Availability
Whilst we make every reasonable effort to maintain accurate stock levels, inventory may occasionally differ from that displayed on the website.
Should a product become unavailable after an order has been placed, we may:
- cancel the affected item and issue a refund;
- offer a suitable alternative product; or
- contact you regarding available options.
We cannot guarantee the availability of every product displayed on the website at all times.
11. Delivery and Shipping
Delivery is subject to the terms contained in our Shipping Policy, which forms part of these Terms and Conditions.
We currently deliver within South Africa using reputable courier service providers.
Estimated delivery times are provided for convenience only and are not guaranteed. Delivery may be affected by factors beyond our reasonable control, including but not limited to adverse weather conditions, strikes, public holidays, courier delays, incorrect delivery information or other unforeseen events.
Customers are responsible for ensuring that the delivery address and contact details provided during checkout are accurate and complete. Coala will not be liable for delays or failed deliveries resulting from incorrect information supplied by the customer.
Where a parcel is returned to us because of an incorrect address, repeated failed delivery attempts or the customer's failure to collect the parcel, additional delivery charges may apply before the order is re-dispatched.
Risk in the goods passes to the customer upon delivery to the address provided during checkout. Ownership of the goods remains with Coala until full payment has been received.
If your parcel arrives visibly damaged, please notify the courier where possible and contact us within 48 hours of delivery, together with photographs of the packaging and the damaged product.
12. Returns, Refunds and Exchanges
Returns, refunds and exchanges are governed by our Refund Policy, which forms part of these Terms and Conditions.
Customers are encouraged to read the Refund Policy before placing an order.
Nothing contained in these Terms limits or excludes any rights afforded to consumers under the Consumer Protection Act, 2008.
13. Consumer Rights
Nothing contained in these Terms and Conditions is intended to limit, exclude or waive any rights that consumers may have under applicable South African legislation, including the Consumer Protection Act, 2008.
Where any provision of these Terms conflicts with mandatory consumer protection legislation, the applicable legislation shall prevail.
Customers are entitled to receive goods that are of good quality, in good working order and reasonably suitable for the purpose for which they are generally intended, subject to the provisions of the Consumer Protection Act.
14. Promotions and Discount Codes
From time to time Coala may offer promotional campaigns, vouchers or discount codes.
Unless otherwise stated:
- promotional codes may not be exchanged for cash;
- only one promotional code may be used per order;
- promotions cannot be applied retrospectively to completed purchases;
- promotions are valid only for the period specified;
- promotions may be withdrawn or amended at any time without prior notice unless prohibited by law.
Coala reserves the right to cancel any promotion where fraud, abuse, technical errors or unauthorised use is suspected.
15. Product Reviews
Customers may submit reviews relating to products purchased from Coala.
By submitting a review, you confirm that:
- your review reflects your genuine experience;
- the information provided is accurate;
- you are not impersonating another person;
- your review does not contain unlawful, offensive, defamatory, discriminatory, abusive or misleading content;
- your review does not infringe the rights of any third party.
By submitting a review, you grant Coala a non-exclusive, royalty-free licence to display, reproduce and publish the review on our website and marketing materials.
We reserve the right to remove reviews that breach these Terms or are considered inappropriate.
16. Intellectual Property
Unless otherwise stated, all content available on this website is the property of Coala or its licensors and is protected by applicable intellectual property laws.
This includes, but is not limited to:
- logos;
- trademarks;
- product images;
- photographs;
- graphics;
- website design;
- text;
- icons;
- videos;
- product descriptions;
- software and website content.
No part of this website may be copied, reproduced, distributed, modified, published, transmitted or otherwise used without our prior written permission, except for personal, non-commercial use.
The Shopify name and logo remain the property of Shopify Inc. and are used only in connection with the operation of this online store.
17. Acceptable Use of the Website
You agree not to use this website:
- for any unlawful purpose;
- to commit fraud;
- to infringe the intellectual property rights of Coala or any third party;
- to upload malicious software, viruses or harmful code;
- to interfere with the security or operation of the website;
- to attempt unauthorised access to any part of the website;
- to use automated software, bots, scripts or scraping tools to copy website content or data without our written permission;
- to submit false or misleading information;
- to interfere with other users' ability to use the website.
We reserve the right to suspend or permanently block access to any user who breaches these Terms or attempts to compromise the security or functionality of the website.
18. Third-Party Services and Links
Our website may contain links to third-party websites or services for your convenience.
We do not control and are not responsible for the content, security, privacy practices or availability of any third-party websites.
Your use of any third-party website is entirely at your own risk and subject to that website's own terms and conditions.
19. Privacy
Your privacy is important to us.
All personal information collected through this website is processed in accordance with our Privacy Policy and applicable South African privacy legislation, including the Protection of Personal Information Act, 2013 (POPIA).
By using this website, you consent to the collection and processing of your personal information as described in our Privacy Policy.
Our website is hosted by Shopify, which may process certain information necessary to provide and maintain the services offered through this online store.
20. Website Availability
Although we aim to ensure that our website is available at all times, we do not guarantee uninterrupted or error-free access.
We may suspend, withdraw or restrict access to all or part of the website for maintenance, upgrades, security reasons or circumstances beyond our reasonable control.
We shall not be liable for any loss arising from the temporary unavailability of the website.
21. Disclaimer and Limitation of Liability
While Coala takes reasonable care to ensure that the information, products and services available on this website are accurate and up to date, we do not warrant that the website will always be uninterrupted, error-free or free from viruses or other harmful components.
To the fullest extent permitted by South African law, Coala shall not be liable for any indirect, incidental, consequential or special damages arising from the use of, or inability to use, this website or any products purchased through it.
Nothing contained in these Terms excludes or limits any liability that cannot lawfully be excluded under the Consumer Protection Act, 2008, or any other applicable legislation.
Customers are responsible for ensuring that products purchased are suitable for their intended purpose and are used strictly in accordance with any instructions provided.
Coala shall not be liable for any damage, injury or loss resulting from:
- misuse or abuse of any product;
- failure to follow instructions;
- use of products for purposes other than those intended;
- unauthorised modifications to any product;
- allergic reactions or sensitivities that could not reasonably have been foreseen.
Nothing on this website constitutes medical, cosmetic or professional advice.
22. Product Safety
Customers should inspect all products upon delivery.
If a product appears damaged, defective or incorrect, it should not be used and should be reported to Coala as soon as reasonably possible.
Certain products may not be suitable for every individual.
Customers with sensitive skin, allergies or existing medical conditions should seek appropriate professional advice where necessary before using skincare or beauty products.
23. Force Majeure
Coala shall not be liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond our reasonable control.
These circumstances include, but are not limited to:
- natural disasters;
- floods;
- fires;
- pandemics;
- strikes;
- civil unrest;
- power failures;
- interruptions to telecommunications services;
- courier disruptions;
- governmental actions; or
- any other event beyond our reasonable control.
Where such an event occurs, our obligations shall be suspended for the duration of the event.
24. Indemnity
You agree to indemnify and hold Coala, its owners, directors, employees and authorised representatives harmless against any loss, liability, damage, claim or expense arising directly from:
- your breach of these Terms and Conditions;
- your unlawful use of this website;
- your infringement of the rights of any third party;
- any information provided by you that is false, misleading or fraudulent.
This clause does not limit any rights you may have under applicable South African law.
25. Suspension or Termination
We reserve the right to suspend or terminate your access to this website where we reasonably believe that:
- these Terms have been breached;
- fraudulent activity has occurred;
- payment has been reversed or disputed fraudulently;
- unlawful activity is suspected;
- continued access may prejudice Coala or other customers.
Termination shall not affect any rights or obligations that accrued prior to termination.
26. Severability
If any provision of these Terms and Conditions is found to be unlawful, invalid or unenforceable, that provision shall be regarded as severable from the remaining provisions.
The remaining provisions shall continue in full force and effect.
27. No Waiver
Any failure by Coala to enforce any provision of these Terms shall not constitute a waiver of that provision or any other rights.
28. Changes to these Terms and Conditions
Coala reserves the right to amend these Terms and Conditions from time to time.
The latest version will always be published on this website together with the date of the most recent revision.
Your continued use of the website after changes have been published constitutes acceptance of the updated Terms.
29. Electronic Communications and Transactions Act (ECTA)
In accordance with section 43 of the Electronic Communications and Transactions Act, 2002, the following information is provided:
Business Name: Coala
Website: www.coala.co.za
Email Address: coala.admin@gmail.com
Where required by law, further statutory business information will be made available upon request.
30. Contact Us
If you have any questions regarding these Terms and Conditions, please contact us:
Email: coala.admin@gmail.com
We will endeavour to respond to all enquiries within a reasonable time.