Article 1 – Purpose and scope
These General Purchase Terms and Conditions (hereinafter referred to as the “Terms”) define the conditions under which Kakoo Kakoo, a company registered in Belgium, purchases or receives second-hand items voluntarily sent by private individuals (hereinafter referred to as the “Customer”) as part of its Circular Program.
These Terms apply to any person who sends a parcel of clothing or accessories to Kakoo Kakoo, whether or not a Store Credit is issued.
By participating in the Circular Program, the Customer acknowledges that they have read and accepted these Terms, which are available at any time on the Kakoo Kakoo website.
Article 2 – Principle of the circular program
The Kakoo Kakoo Circular Program allows any Customer to:
• send a parcel of women’s clothing, shoes, bags and accessories to be evaluated by Kakoo Kakoo;
• receive either a Circular Store Credit or a cash payment, at the Customer’s choice. The reward is issued within 48 hours after acceptance;
• contribute to responsible consumption and extend the life cycle of clothing.
Kakoo Kakoo receives, evaluates and, where applicable, acquires the items sent as part of the Circular Program for the purpose of reselling, donating or recycling them in accordance with these Terms.
Article 3 – Conditions for sending items
3.1. General Conditions
The Customer agrees to send a minimum of twenty (20) items per parcel.
The items must:
• be clean, dry, odour-free and carefully folded;
• be free from stains, tears, holes, excessive pilling or any major defects;
• fall within the accepted categories: women’s clothing, shoes, bags and accessories, as detailed on the website.
The complete list of accepted and refused items is available at any time on the “Circular Program” page of the website: www.kakookakoo.com.
3.2. Shipment of the Parcel
The Customer is free to choose the carrier (Bpost or Mondial Relay).
Shipping costs are borne by the Customer but will be reimbursed in the form of an equivalent Store Credit once the parcel has been received and validated by Kakoo Kakoo.
After registering the shipment, the Customer has seven (7) business days to send the parcel. If the parcel is not shipped within this period, the request will be cancelled and a new request must be submitted.
Shipping costs will only be reimbursed for parcels that are actually received and processed by Kakoo Kakoo. If the parcel is not shipped within the required period or is not received by Kakoo Kakoo, no reimbursement or Store Credit will be granted for the shipping costs.
The parcel must include an identification sheet stating the Customer’s first name, last name, address, email address and order number. Failing this, Kakoo Kakoo may suspend the processing of the parcel until the required information has been received.
3.3. Temporary Suspension of Shipments
Kakoo Kakoo reserves the right to temporarily suspend the acceptance of new parcels when storage capacity has been reached or in the event of exceptional operational circumstances.
Customers will be informed directly on the website or through their customer account before sending a parcel.
Article 4 – Receipt and evaluation of items
4.1. Quantitative Inspection
Upon receipt of the parcel, Kakoo Kakoo counts the items received. In the event of any discrepancy between the number of items declared by the Customer and the items actually received, the count carried out by Kakoo Kakoo upon receipt of the parcel shall prevail, unless the Customer demonstrates a manifest error.
Kakoo Kakoo endeavours to communicate the evaluation results within the indicative timeframe announced on the website. This timeframe may be extended in the event of an exceptional volume of parcels, difficulties in identifying the items, or any other operational circumstances beyond Kakoo Kakoo’s control. Exceeding this timeframe shall not give rise to any compensation or constitute a contractual breach.
4.2. Qualitative Inspection
Upon receipt of the parcel, Kakoo Kakoo carries out a thorough qualitative assessment.
Each item is evaluated based on:
• its overall condition (wear, stains, stitching, fastenings, elastic, cleanliness);
• its potential resale value;
• its material or its vintage, original or exceptional character;
• its suitability for Kakoo Kakoo’s customers and the current season.
4.3. Acceptance Threshold
If at least 80% of the items received are considered to be in very good condition and eligible for resale, the Customer will receive compensation calculated in accordance with the provisions of Article 5. This threshold is calculated based on the number of items sent, not on their value.
If fewer than 80% of the items are considered eligible:
• no compensation or Store Credit will be granted for the refused items;
• the Customer may request the return of the accepted items under the conditions set out in Article 6;
• if no written request is made within three (3) business days following the notification, the refused items will be donated to partner charities or recycled according to their condition.
Items that are stained, torn, damaged, holed, misshapen, improperly washed or have a persistent odour are considered refused items and do not entitle the Customer to any compensation.
Items that are unidentified, incomplete, prohibited or do not fall within the accepted categories are also considered refused items. The acceptance criteria, refusal criteria and applicable exceptions are detailed on the dedicated page of the website.
However, the initial shipping costs are reimbursed in the form of Store Credit, even if the entire parcel is refused, provided that the items comply with the minimum packaging and cleanliness requirements.
No cash payment or any other form of compensation will be granted for refused, destroyed or excluded items.
Certain items may be subject to a specific assessment. The applicable exceptions are detailed on the “Accepted / Refused Items” page of the website and are taken into account during Kakoo Kakoo’s evaluation.
Article 5 – Compensation
5.1. Conditions for Compensation
Compensation is granted when the parcel reaches the 80% acceptance threshold.
The amount is determined:
• based on the estimated value of the accepted items;
• on the evaluation carried out in accordance with Article 4.2;
• and on the pricing scale in force, available on the website.
Items considered eligible for resale by Kakoo Kakoo are valued according to an indicative pricing grid available on the Circular Program page of the website.
This pricing grid specifies the average amounts assigned per category (e.g. tops, trousers, coats, accessories, etc.), depending on their condition and resale potential.
Kakoo Kakoo establishes an overall valuation of the parcel based on this pricing grid and the number of accepted items.
5.2. Method of Compensation
The Customer may choose to receive their compensation:
• in the form of a Circular Store Credit credited directly to their Kakoo Kakoo customer account;
• or as a cash payment made by bank transfer to the bank account provided by the Customer.
The Customer must choose their preferred method of compensation within three (3) business days following the communication of the valuation by Kakoo Kakoo.
If no response is received within this period, the valuation shall be deemed accepted and the Customer shall be deemed to have chosen to receive their compensation in the form of a Circular Store Credit. This choice becomes final and may not be changed afterwards.
5.3. Circular Store Credit
Where the Customer chooses a Circular Store Credit, it is valid for two (2) months from its date of issue.
It may be combined with other Kakoo Kakoo Store Credits but cannot be converted into cash.
Its use constitutes final acceptance. In the event of a subsequent withdrawal from the order that generated the Store Credit, the value of any Store Credit already used will be deducted from the refund due to the Customer.
Upon expiry of this period, any unused balance is permanently forfeited and cannot be extended, refunded or converted into cash.
5.4. Reimbursement of Shipping Costs
The shipping costs paid by the Customer are automatically reimbursed in the form of a Store Credit of an equivalent amount, valid for two (2) months, in accordance with the conditions of the Circular Program.
5.5. Dispute of the Valuation
If the Customer disagrees with the proposed valuation, they may request the return of the accepted items under the conditions set out in Article 6.
This valuation does not constitute a contractual appraisal and cannot be challenged on an item-by-item basis.
If no request for the return of the items is made within the applicable period, the valuation shall be deemed accepted and the compensation shall be definitively granted according to the method of compensation chosen by the Customer.
Article 6 – Return of accepted items
6.1. Right to Request the Return of Accepted Items
If the Customer disagrees with the valuation proposed by Kakoo Kakoo, they may request the return of the accepted items within three (3) business days following the communication of that valuation.
The request for the return of the accepted items must be submitted in accordance with the procedure communicated by Kakoo Kakoo.
6.2. Validation of the Return Request
The return request shall only be considered complete once the return shipping costs have been paid.
If the return shipping costs are not paid within the period communicated by Kakoo Kakoo, the return request shall be deemed abandoned.
In that case, the valuation shall be deemed definitively accepted and the compensation shall be definitively granted according to the compensation method chosen by the Customer.
Article 7 – Customer responsibility
The Customer is solely responsible for the contents and packaging of the parcel sent to Kakoo Kakoo.
Any parcel that is improperly packaged, cannot be identified or contains non-compliant items may be refused without compensation.
Kakoo Kakoo accepts no liability for any loss, theft, damage or shipping error occurring before the parcel has been effectively received at its premises.
Article 8 – Ownership and transfer
Accepted items become the exclusive property of Kakoo Kakoo following the Customer’s express acceptance of the proposed valuation or, in the absence of a response, upon expiry of the three (3) business day period.
The Customer waives any claim to the accepted or donated items.
Refused items that are not claimed within the applicable period also become the property of Kakoo Kakoo for donation, recycling or destruction, without any right to compensation.
Article 9 – Donation and environmental impact
Kakoo Kakoo prioritises the reuse and recovery of textiles.
Items that are not accepted for resale but remain usable are donated to local partner charities.
No unsellable items are put back on the market.
Article 10 – Disputes and mediation
Any dispute relating to the interpretation or performance of these Terms shall fall under the exclusive jurisdiction of the courts of Nivelles (Belgium), unless otherwise provided by mandatory law.
Kakoo Kakoo encourages dialogue and mediation before initiating any legal proceedings.
Any complaint must be sent by email to contact@kakookakoo.be within seven (7) days following receipt of the evaluation notification.
Article 11 – Personal data protection
The personal data collected as part of the Circular Program are processed in accordance with the Privacy Policy available on the website www.kakookakoo.com.
These data are necessary for the logistical and accounting management of the Circular Program.
The Customer may exercise their rights of access, rectification and erasure of their personal data at any time.
Article 12 – Acceptance and amendments
Kakoo Kakoo reserves the right to amend these Terms at any time.
Any updated version shall automatically apply to all parcels sent after its publication on the website.
Article 13 – Contact
For any questions relating to the Circular Program, the evaluation process, the Circular Store Credit or the return of items, the Customer may contact:
contact@kakookakoo.be