returns and refunds policy
We take pride in putting our customers first. YOU are our #1 PRIORITY. So when it comes to REFUNDS, you can certainly request one. We will evaluate your request in accordance with the conditions below for an amenable solution.
When the item you purchased is not delivered within the guaranteed maximum time frame (60 days), you are entitled to a FULL REFUND.
NOT AS DESCRIBED OR DAMAGED
When the item you ordered is delivered to you but turns out to be not as described or appears to be damaged, you may apply for a RETURN AND REFUND under these conditions:
- YOU MUST DO SO WITHIN 7 DAYS OF RECEIPT OF THE ITEM.
- Your item must be unused and should be in the same condition that you received it AND must also be in the original packaging with everything intact.
- The item must not fall under any of these categories, including but not limited to:
- Perishable goods like food, flowers, newspapers, magazines, etc.
- Downloadable material like software, music, gift vouchers, digital cards,etc.
- Intimate or sanitary products,
- Flammable liquids or gases, etc.
- Some health and personal care items,
- Any other item deemed non returnable upon enquiry.
NON REFUNDABLE INSTANCES
- Your Order was not delivered due to factors within your control (e.g. providing the wrong shipping address; not paying custom duties, etc.);
- Your Order did not arrive due to circumstances beyond our control (e.g. force majeure, natural disasters, not cleared by customs);
- Other exceptional circumstances beyond our control.
HOW TO PROCEED
SEND A REQUEST
You need to initiate a REQUEST* for RETURN of product. There are 2 ways to do this:
- Send us a message on our CONTACT page asking to RETURN the item and requesting a REFUND, where applicable, OR
- Contact us on LIVE CHAT, where available, or leave a message during off-hours on the matter
* YOU MAY ELECT TO KEEP THE ITEM AND ASK FOR A PARTIAL REFUND IN WHICH CASE PLEASE ALSO INDICATE THIS IN YOUR REQUEST.
PARTIAL REFUNDS may also be considered under these circumstances:
- Items that have been opened or not in original packaging but STILL IN ORIGINAL CONDITION AND NOT USED,
- Any item with parts missing or not in original condition or noted to be damaged when opened BUT NOT USED, and
- Any request or return that exceeds the time allocated for such event,OR as circumstances may allow in agreement with the supplier in question.
WHEN MAKING YOUR REQUEST, PLEASE INCLUDE THE FOLLOWING:
- Your ORDER NUMBER and or RECEIPT / PROOF OF PURCHASE
- Subject-matter: RETURN AND REFUND
- Brief description of your request including details of apparent damage to product and or how the item is not as described, as may be applicable.
WHAT HAPPENS NEXT
On receipt, you will receive an acknowledgement by email that your RETURN / REFUND request is under consideration. We will then advise you of the outcome which can be one of 3 things:
- We require more information in support of your request, OR
- Your request is approved and you can proceed to RETURN the item for consideration of a FULL or PARTIAL REFUND.NOTE: As a condition of sale, the Buyer (You) bears his/her own shipping cost of RETURNING THE ITEM. Shipping costs are not refundable and shall be deducted from your REFUND where applicable.OR
- Your request is not approved and you shall be informed of the same.
HOW TO RETURN THE ITEM
Should your RETURN request be approved, you will be provided with a SHIPPING ADDRESS to which you can return the item. You must do so within the 7 days of receipt of our APPROVAL NOTIFICATION.
PLEASE MAKE SURE YOU SECURE THE ITEM IN THE ORIGINAL PACKAGING, AS APPLICABLE, FOR AVOIDANCE OF DOUBT.
If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Customers will only be charged once for shipping costs (this includes returns); there is no restocking charge to the buyer for the return of the product.
Once your RETURNED item is received, inspected and meets all the conditions stipulated, we will let you know by email whether you have been offered a FULL or PARTIAL REFUND or ITEM REPLACEMENT as the case may be.
You need to CONFIRM AND ACCEPT the same by return email to us within 7 days thereof.
In the case of a REFUND, you can elect to have the sum:
- applied to your credit card used to buy the item, OR
- transferred* to your bank account in the case of C.O.D or Cash On Delivery payments, OR
- sent as a GIFT CERTIFICATE for future purchases.*Buyer bears the bank transfer charges, if any.
In the case of REPLACEMENT of the item, it will be shipped to your original shipping address unless otherwise indicated to us in writing. Shipping time varies on location and is as indicated for the item in the usual course of purchase in any event not exceeding 60 days.
Should you wish to exchange your product for one with a different option (e.g. clothing size, product color, etc.), you must CONTACT US first for instructions BEFORE sending back the item. PLEASE DO NOT SEND BACK UNLESS YOU HAVE OUR CONFIRMATION TO DO SO.
ANY FURTHER ENQUIRY
You can only send ONE REQUEST for RETURN / REFUND consideration per order. If you need more information on our RETURNS AND REFUNDS POLICY prior to initiating a request, please send us an email to support@ShopCRAZEE.com with Subject Matter: RRP: Request INFO.