Right of withdrawal
Important Information
- 30 days for returns
- 14 days for processing your refund
- no restocking fee
- return shipping costs are covered by the customer
- we accept exchanges
Order Cancellation
You can cancel your order before it is shipped. Please contact us at info@crystalnova.co.za and provide your order number. If you contact us before your order is shipped, we can cancel it (otherwise, you will need to follow the standard return process).
Return/Exchange Procedure
You can return or exchange your order within 30 days of receiving it, without providing a reason.
Before initiating the process, please ensure that the products meet certain conditions:
- they must not have been worn or washed
- the original tags must still be attached
- the product should preferably be returned in its original packaging.
In other words: You can try on the products, but you cannot wear them for a week and then return them.
If your products qualify for a return or exchange, you can initiate the process by contacting our customer service at info@crystalnova.co.za. You will also receive a return label.
Refund
Once we receive your return (make sure to use a delivery service with a tracking number), we will check if the products qualify for a return.
If they do, we will notify you via email and issue a refund within 14 days after sending the confirmation email.
Damaged/Defective Products
It may happen (though rarely) that part of your order arrives damaged or the product is the wrong size or color.
Don't worry, we are happy to help. Take a photo of the issue, have your order number ready, and contact us at info@crystalnova.co.za with a brief description of the situation.
We will do our best to resolve the issue. Usually, we offer to replace the defective product at no additional cost.
Address
10 Anderson Street, Pretoria, Gauteng, 0011, South Africa
Return Form: