Standard Returns Policy

We want you to be happy with your purchase. In fact, we are so sure that you will LOVE our products that we offer a 30 day MONEY BACK guarantee.

If you are not completely satisfied, you can return the product to us and we will either credit your account or refund what you paid - it's up to you.   

Electrical items (excluding power adapters) carry a 3 to 12 month warranty (check product page for details).  Adapters are specifically excluded from the warranty as these are highly susceptible to power fluctuations. 

This Policy forms part of the Crystal Clawz Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way. 

RETURNS PROCEDURES

We will need to find out a little information about why the product is being returned: we need this information to make sure that we can act on any issues that may arise.

  1. WHAT IS THE DEADLINE FOR A RETURN?
    You must contact us within 30 days of taking delivery of the product. 

  2. HOW DO YOU REQUEST A RETURN?
    You will need to send an email to returns@crystalclawz.co.za

  3. WHAT INFORMATION DO YOU NEED TO PROVIDE?
    * We will need your original order/invoice number to process your claim
    * Reason for return for our records
    * Contact phone number for customer service to call to get full info – if you are unhappy, we want to sort this out straight away, and at the same time, we want to make sure that we are taking action to fix any dissatisfaction if this is necessary.

  4. WHAT'S NEXT?
    We will authorise your return and you will need to send the product back to our main distribution centre.

  5. REFUND
    We will be in touch within 2 business days of receipt of the returned item to arrange a refund on the original purchase price, or, if you prefer, we can set up a credit on your account or send an alternative product to you.  Please note that if the purchase was made by card, the refund will be back to the card used.  

 

1: Unwanted products 

You can return an unwanted product to us, provided:

  • it is not an item marked “SALE”, “SPECIAL OFFER”, or “END OF RANGE”
  • it is undamaged and unused;
  • 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;
  • you log a return request within 30 days of delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective; and
  • it is not one of the products listed below:
    • a digital product such as a gift voucher;
    • a beauty product which has been used;
    • a product which has been specially order, personalised for you or made to your specifications. 

You will be responsible for returning the product to us.  It is important to ensure that the return item is carefully packaged and insured against loss in transit.  We regret that we cannot credit items damaged or lost in transit – you will need to claim directly from your chosen courier.  

Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference). 

 

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, 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 10 days of the return (or refund you if that is your preference).  Kindly note that a credit can only be processed if the item is:

  • undamaged and unused, with the original labels and stickers still attached;
  • in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable);
  • not missing any accessories or parts originally supplied with the product

 

3: Products damaged on delivery 

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

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

 

4: Defective products 

We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects. 

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;
  • in the case of gels – damage arising from the exposure of the product to light;
  • 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;
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you. 

Extended Warranty (stipulated on product page) 

A product may have a warranty that extends beyond the 30 day Standard Warranty. If such a product turns out to be defective more than 30 days after delivery / collection, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended warranty period after delivery / collection of the product. 

You can do so by logging a return on the Website, and we will facilitate your return of the product at no charge. Unfortunately we cannot facilitate returns that fall outside of the warranty period. 

 

5: Gift Vouchers & Discount Coupons/Codes 

Where you have used a discount Coupon code to pay for an order, and you or Crystal Clawz later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). 

We will also provide you with a store credit of the same value as the discount amount applied to the returned / cancelled item. 

Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account. 

 

6: Online Courses 

Online Courses are treated differently to other products when it comes to returns, given their digital nature. Once you purchase an Online Course, we cannot accept a return as the content will be treated as a used product. 

 

7: Bundles 

There are two types of bundles: a bundle consisting of products that either we or you (as provided on our website) have combined together in a single bundle (Bundle Deal); or a bundle supplied as a single unit (Pre-packed Bundle). All returns relating to bundles are subject to the terms of this Policy as read with the following provisions: 

  • Bundle Deal– You may return a Bundle Deal as a whole or any of its component products individually to us. If you qualify for a credit in respect of any component product, we will credit your account with the actual purchase price (after applying any applicable saving or discount) you paid for such a product as displayed in your order history.
  • Pre-packed Bundle– Unless otherwise indicated by us, your return of a Pre-packed Bundle will only be accepted if you return all of its component products to us. Failure to do so may result in us declining the return of a Pre-packed Bundle. 

 

8: Charges and refunds 

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

If you return a product that does not comply with this Policy, you may be liable to reimburse Crystal Clawz for the cost of collecting the product from you and the cost of having the product returned to you.

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT or COD (cash on delivery) will be refunded to your nominated bank account.