RETURNS AND REFUNDS POLICY
Last Updated: 3/10/2025
1. Our Commitment
At Craftify, we want you to be completely satisfied with your purchase. This policy outlines the process for returns, refunds, and exchanges, in compliance with the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA) of South Africa.
2. Your Right to Return Goods (The "Cooling-Off Period")
In accordance with the ECTA, you are entitled to a 7-day "cooling-off" period. You may cancel your purchase for any reason, without penalty, within 7 days of the goods being delivered to you.
2.1. To exercise this right, you must notify us in writing (email to sales@craftify.co.za is sufficient) within the 7-day period.
2.2. You will be responsible for the cost and risk of returning the goods to us.
2.3. The goods must be returned in their original, unused condition, complete with all original packaging, documentation, and accessories.
2.4. Once we have received and inspected the returned goods, we will issue a full refund of the purchase price (excluding any original delivery fees) within 14 days.
3. Defective, Damaged, or Incorrect Goods
In line with the Consumer Protection Act, all our products carry an implied 6-month warranty of quality. If the goods are found to be faulty or unsuitable for their intended purpose within 6 months of you receiving them, you have the right to choose:
3.1. A repair;
3.2. A replacement; OR
3.3. A full refund.
The choice of remedy is yours. To log a return for a defective, damaged, or incorrect item, please email us at sales@craftify.co.za with your order number and a description of the issue. We will arrange for the collection of the goods from you at our expense.
4. Exceptions: Goods That Cannot Be Returned
Please note that the following goods are not eligible for return, unless they are defective:
4.1. Digital products, such as e-books or downloadable software.
4.2. Personalised or custom-made items.
4.3. For hygiene reasons, items such as underwear, swimwear, or earrings for pierced ears.
4.4. Items that have been explicitly marked as "Sale" or "Non-Returnable".
5. The Returns Process
5.1. Log a Return: Contact us at sales@craftify.co.za with your order number and the reason for the return.
5.2. Await Authorisation: We will respond within 24-48 business hours with return authorisation and further instructions.
5.3. Package Your Item: Please package the item securely in its original packaging.
5.4. Shipping: For "Cooling-Off" returns, you must arrange a courier to 98 Gemsbok Street, Lenasia, Gauteng. For Defective returns, we will arrange for collection.
6. Processing Your Refund or Exchange
Refunds will be made to the original method of payment. Please allow up to 10-14 business days from our receipt of the returned item for the refund to reflect in your account.