Refund policy
CrownRoots™ Returns & Refund Policy
At CrownRoots™, we want you to shop with confidence. This Returns & Refund Policy complies with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). Nothing in this policy limits or excludes any rights you have under South African law.
1. Change of Mind Returns
If you purchased your item online and simply changed your mind, you may cancel your order in accordance with the Electronic Communications and Transactions Act (ECTA).
To qualify for a return:
- The request must be made within 7 days of receiving your order.
- The product must be unused.
- The product must be in its original packaging with all accessories included.
- Proof of purchase is required.
Customers are responsible for return shipping costs unless otherwise required by law.
Refunds are processed only after the returned item has been inspected.
2. Hygiene Products
For hygiene and health reasons, some of our products cannot be returned once they have been used, unless the item is faulty, defective or otherwise required by South African consumer law.
We cannot accept returns if:
- The item has been worn or used.
- The item has been connected to a power tool.
- The product contains hair, odours or signs of use.
- The packaging has been significantly damaged or discarded.
3. Faulty, Damaged or Defective Products
If your product:
- arrives damaged,
- has a manufacturing defect,
- is unsafe,
- or fails to meet the quality standards required under the Consumer Protection Act,
please contact us within 6 months of delivery.
Depending on the nature of the fault and your legal rights under the CPA, CrownRoots may repair, replace or refund the product after inspection.
Photos or videos may be requested before collection.
4. Incorrect Items
If we accidentally send the wrong product, please notify us within 7 days of delivery.
CrownRoots™ will arrange collection at no cost to you and send the correct item or issue a refund where appropriate.
5. Items That Cannot Be Returned
Returns will not be accepted for:
- Used products.
- Products damaged through misuse.
- Products altered or modified.
- Normal wear and tear.
- Items without proof of purchase.
- Clearance or final sale items (unless defective under the CPA).
6. Return Shipping
Unless the product is faulty, defective or incorrectly supplied, customers are responsible for return courier costs.
We recommend using a tracked courier service as CrownRoots™ cannot be responsible for returned parcels lost in transit.
7. Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If approved:
- Refunds will be issued to your original payment method.
- Original shipping fees are non-refundable unless required by law.
- Processing times may vary depending on your bank or payment provider.
8. Exchanges
Exchanges are available only if:
- You received the wrong item.
- The product is defective.
- An exchange is required under South African consumer law.
9. Order Cancellations
Orders may be cancelled before dispatch.
If your order has already been shipped, it will be treated as a return under this policy.
10. Safety Notice
The CrownRoots™ products are intended for use only with compatible items.
For your safety:
- Always read the manual before use.
- Follow all included instructions before use.
CrownRoots™ is not responsible for damage resulting from misuse, incorrect installation or use with incompatible appliances.
11. Limitation of Liability
Nothing in this policy limits your rights under the Consumer Protection Act.
To the maximum extent permitted by law, CrownRoots™ is not liable for indirect or consequential damages arising from misuse, negligence, failure to follow instructions or use of incompatible equipment.
12. Contact Us
If you need assistance with a return, please contact us:
CrownRoots™
Please include:
- Your order number
- Your full name
- The reason for your return
- Photos of the product (if applicable)