Returns Policy

 

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it or credit your account, subject to the terms below.. 

This policy forms part of Crystal Clawz Terms and Conditions. Nothing in this policy is intended to limit your statutory rights in any way.

 

1.  Unwanted Products 

In general, you can return an unwanted product to us at no charge, provided: 

  • it is undamaged and unused, with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
  • it is not missing any accessories or parts;
  • it is not listed in section 3 - Products not eligible for return; and
  • you log a return request within 7 days of delivery to you or collection by you of the unwanted product. After 7 days, you can only return a product if it is defective.

 

The onus to return the product to us is on you and return shipping charges have to be paid by yourself (please note, returns via courier to our physical address or via the Post Office to our PO Box are accepted). 

We can collect the product from you using our courier if you wish to pay the stipulated return shipping fee directly to us (usually R125.00, more for parcels with a volumetric weight higher than 2kg). Our courier is entitled to refuse collection of a product that is not properly packaged for transport. 

Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 7 days of the return.  Unwanted product returns that meet the terms above may be refunded if that is your preference.

 

Should you choose to a refund and the original amount was paid to us using PayFast as payment facilitator, the refund amount will be less PayFast fees.

 

We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.  Unwanted products will not be refunded or credited if notification is not received within 7 days of delivery/collection

 

2.  Not what you ordered?

 

If we accidentally deliver the wrong product to you or if the product is not as described on the Website (or if it is missing any accessories), please notify us and we will collect the product from you at no charge.

Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 3 days of the return (or refund you if that is your preference).

 

3.  Products not eligible for returns

The following products are not eligible for a refund, exchange or credit:

  • products marked "Sale", or "Special";
  • a beauty product which has been used; or
  • products which have been personalised for you or made to your specifications, unless defective.
  • Products that have been supplied on special order

 

4.  Products damaged on delivery

 

Should a product be damaged at the time of delivery / collection, please notify us of such delivery / collection within 7 days of delivery.

 

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will repair / replace the product as soon as possible (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). 

Credits and refunds are normally handled within 7 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.

 

5.  Defective products

 

We do our best to ensure that the products we deliver to you are of a high quality and without defects (for example, all lamps are tested when they arrive at our Distribution Center). 

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

 

The following will NOT be regarded as defects and will not entitle you to a return under this section: 

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorised alterations to the product; and
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

 

Standard Warranty

If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 3 months after delivery / collection of the product. 

Once we have inspected the product and validated your return, we will repair / replace the product (if such repair / replacement is possible).  Where a repair or replacement is not possible we will credit your account with the purchase price of the product (or refund you if that is your preference).

Credits and refunds are normally handled within 7 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account).

Repairs and replacements could take longer, depending on parts / replacement availability.

Please provide suitable packaging for returning the product (it need not be the original packaging), as well as all accessories that were sold with the defective item when you return it to us – regardless of whether you request a repair / replacement or a refund. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.

 

6.  Charges

 

If you return a defective product to us, but you fail to return all of the accessories that were sold with that product, we are entitled (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and only to credit or refund you in respect of the returned item, if the cost can be split.

If we collected the item at our cost, we will be entitled to reclaim the cost of the collection