Refund policy

At Cronix, we want you to be completely satisfied with your purchase. Our return policy is structured to be fair, transparent, and fully compliant with the South African Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).

1. 30-Day Return Window

You have 30 days from the date you received your item to request a return.

  • Condition: To eligible for a change-of-mind return, the item must be in its original condition—unworn, unused, with all original tags attached, and in its sealed, undamaged original packaging.

  • Proof of Purchase: A valid tax invoice, order confirmation email, or proof of payment is strictly required.

2. How to Log a Return

To start a return, please email us at cronixmail@gmail.com.

  • Return Address: Approved returns must be sent to: [INSERT PHYSICAL SOUTH AFRICAN ADDRESS].

  • Courier & Shipping Costs:

    • If you are returning an item due to a change of mind, you will be responsible for booking and paying for the courier service to return the item to us.

    • If the item is being returned because it is defective or damaged, we will arrange and pay for our courier to collect it from you.

  • Important: Do not send items back to us without receiving prior written approval from our team. Unauthorised returns will not be accepted.

3. Damaged, Defective, or Incorrect Items (CPA Warranties)

Please inspect your order immediately upon delivery.

In accordance with Section 56 of the CPA, if you receive an item that is defective, damaged, or fundamentally different from what you ordered, please contact us immediately at cronixmail@gmail.com with photos of the issue.

We will arrange a courier collection at our expense. Once inspected and verified, you are entitled to your choice of a repair, replacement, or full refund.

4. Exceptions and Non-Returnable Items

For health, hygiene, and safety reasons, the following items cannot be returned or exchanged unless they are inherently defective:

  • Perishable goods (such as food, snacks, flowers, or plants).

  • Customised or personalised products (made-to-order items).

  • Personal care and hygiene goods (such as opened beauty products, cosmetics, skincare, earrings, or underwear).

  • Hazardous materials (flammable liquids or gases).

  • Gift Cards: Gift cards are non-refundable and cannot be exchanged for cash.

  • Sale Items: Items bought on clearance or special promotional sales cannot be returned for a refund due to a change of mind (this does not affect your rights if the item is defective).

5. Exchanges

The most efficient way to change an item (e.g., for a different size) is to log a return for your current item. Once your return is received and processed for a store credit or refund, you can place a new order on our website for the correct item.

6. ECTA 7-Day "Cooling-Off" Period

In terms of Section 44 of the South African Electronic Communications and Transactions Act (ECTA), you have the right to cancel your online purchase within 7 days of receiving the goods, for any reason, without penalty.

Please Note: Under ECTA, if you exercise this right, you are legally responsible for the direct cost of courier courier delivery to return the goods safely back to us in their original packaging.

7. Refunds

Once we receive and inspect your returned item, we will email you to notify you whether your refund has been approved or rejected based on the condition of the product.

  • Payment Method: Approved refunds will be processed back to your original payment method (Credit/Debit Card, Instant EFT, PayFlex, PayJustNow, etc.).

  • Timeline: We process refunds within 10 business days of approving the return. Please note that South African banks can take an additional 2 to 5 business days to reflect the funds in your account.

If more than 15 business days have passed since your refund was approved and you still have not received it, please contact us at cronixmail@gmail.com so we can trace the transaction.