Refund policy
Returns and Refund Policy
At Cristal Group (Pty) Ltd, our goal is to ensure your complete satisfaction with our products. Our returns policy is designed to be transparent and straightforward.
Please review the following details:
14-Day Return Policy
Request Period: You have 14 days from the date of receipt to request a return.
Eligibility
The item must be in its original condition, unworn or unused, with tags attached, and in its original packaging.
A receipt or proof of purchase is required.
Products eligible for return must be in their original packaging and condition, undamaged, and returned within 14 days of delivery.
Non-Returnable Items
Certain products, including chemicals, custom items, personal care products, and hazardous materials, are non-returnable unless an incorrect item has been received.
Handling Fee
All returned items will incur a handling fee of 15-45% of the purchase price, depending on the product's condition and nature.
No handling fee will be charged for incorrectly supplied items received as per your order.
How to Initiate a Return
To initiate a return, please contact us at sales@cristalgroup.co.za.
Once your request is accepted, we will provide a return address, shipping label, and instructions.
Items returned without prior authorization will not be accepted.
Collection by Client.
If you choose to collect the purchased item yourself or use your own courier, Cristal Group (Pty) Ltd is not responsible for any damage incurred during transport.
Company Courier.
If you use our courier service, inspect the goods upon arrival and report any damages immediately with photographic evidence.
This evidence is essential for processing any damage claims.
Damages and Issues.
Inspect your order upon receipt.
If you receive an incorrect item, or damaged item notify us immediately at sales@cristalgroup.co.za.
We will address the issue promptly.
Incorrect item and damaged items must be reported within 24 hrs from receipt.
Exchanges.
To exchange an item, follow the return process outlined above.
Once your return is accepted, you may place a new order for the desired item.
Refunds.
After receiving and inspecting your return, we will notify you of the approval or rejection of your refund.
Approved refunds will be processed to the original payment method within 10 business days.
Please note that processing times may vary depending on your bank or credit card company.
If you do not receive your refund within 15 business days after approval, contact us via email at sales@cristalgroup.co.za or call us on 010 500 6069
Contact Us.
For questions or additional information, visit our website at www.cristalgroup.co.za or contact us at sales@cristalgroup.co.za.
