At Cape & Crystal, we strive to ensure that every customer is completely satisfied with their purchase. If, however, you are not entirely happy with your order, or you have received a faulty or damaged product, please read our policy below for guidance on returns, refunds, and exchanges.
Return Notification and Process
To initiate a return, please contact us at support@capeandcrystal.co.za within 7 days of receiving your order.
- If the return involves a damaged, incorrect, or defective item, we may request photographs or video evidence to assess the issue before authorising the return.
- Returns submitted after the 7-day window may unfortunately not be processed.
All return requests must be approved before sending any items back. Do not return products directly to the manufacturer — all returns must be handled through Cape & Crystal.
Responsibility for Return Costs
- Change of Mind: If you wish to return an item simply because you no longer want it, you will be responsible for all return shipping costs.
- Damaged or Defective Items: If you received a faulty or damaged product, Cape & Crystal will cover the cost of return shipping, provided the return request is made within 7 days of receipt.
Handling and Restocking Fee
For returns due to change of mind, a 15% handling and restocking fee will be deducted from the refund amount. This fee helps cover inspection, repackaging, and processing costs.
Conditions for Returns
To qualify for a return or refund, the following conditions must be met:
- The product must be unused, undamaged, and in its original packaging with all accessories, manuals, and documentation included.
- Items showing signs of wear, installation, modification, or misuse will not be eligible for a refund or exchange.
- Products must be properly packaged for return shipping to prevent damage in transit. Items damaged due to poor packaging may not qualify for a refund.
Damaged or Defective Goods
If you receive an item that is defective, damaged, or not as described:
- We will first offer a replacement (subject to stock availability).
- If a replacement is not available, you may choose a full refund.
- All returned items will be inspected before a replacement or refund is issued.
Refund Processing
- Refunds will be processed within 3 business days of receiving and inspecting the returned product.
- Refunds will be issued to the original payment method used at checkout.
- The original delivery fee is non-refundable for returns due to change of mind.
Order Modifications and Cancellations
We offer a 24-hour window to cancel or modify your order before it enters our fulfillment process. If your order has not yet been processed, please contact us at support@capeandcrystal.co.za as soon as possible.
Non-Returnable and Excluded Items
Due to hygiene, safety, and legal considerations, certain items are not eligible for returns or refunds. These include:
- Personalized, custom-made, or special-order items
Product-Specific Return Conditions
- Electronics: All accessories, manuals, and original packaging must be included. Customers must remove all personal data and reset devices to factory settings before return.
Refund Exclusions
For returns initiated due to change of mind:
- The original delivery fee is non-refundable.
- A 15% handling/restocking fee will be deducted.
Shipping Considerations
We recommend using a trackable shipping service or purchasing shipping insurance for items valued over R450. Cape & Crystal cannot guarantee receipt of returned items without tracking information. Delivery times for replacement items may vary based on location.
Late or Missing Refunds
If you have not received your refund within 7 business days after confirmation:
- Check your bank account again.
- Contact your credit card provider, as posting delays may occur.
- Contact your bank.
If you have completed these steps and still have not received your refund, please contact us at support@capeandcrystal.co.za
Exchanges
We only replace items if they are defective, damaged, or incorrect. If you require an exchange, please contact us at support@capeandcrystal.co.za.
Contact Information
Cape & Crystal
Email: support@capeandcrystal.co.za
Operating Hours: Monday – Friday, 8:30 AM – 5:00 PM (SAST)
