CrownGrow Returns, Refunds & Cancellation Policy

At CrownGrow, we aim to provide our customers with quality products and a fair and transparent shopping experience. Please read this Returns, Refunds and Cancellation Policy carefully before placing an order.

1. Damaged, Defective or Incorrect Products

If you receive a product that is damaged, defective, or different from the item you ordered, please contact us as soon as possible after delivery.

To help us investigate your claim, please provide:

• Your order number.

• A description of the problem.

• Clear photographs of the product and packaging where applicable.

Please do not dispose of, use, alter, or return the product before contacting us and receiving further instructions.

Where a return or replacement is approved, CrownGrow will provide further instructions regarding the return process.

2. Order Cancellations

Before Dispatch

You may request to cancel your order before it has been processed and dispatched.

If your cancellation request is received before dispatch, we will process the cancellation and refund the amount due to you, subject to any non-refundable charges where legally applicable.

After Dispatch

Once an order has been dispatched, it may no longer be possible to cancel the order.

If a cancellation is requested after dispatch, any applicable delivery, return shipping, or other reasonable costs associated with the order may be deducted from the refund where permitted.

Refunds for orders cancelled after dispatch will only be considered once the returned goods have been received and inspected, where applicable.

3. Returns

Customers may request a return in accordance with applicable consumer protection laws and the conditions of this policy.

To be eligible for a return, products should generally:

• Be unused and unopened.

• Be in their original condition.

• Include the original packaging, labels, and accessories where applicable.

Returns must be arranged with CrownGrow before products are sent back.

Unauthorised returns may not be accepted.

4. Personal Care and Hygiene Products

Certain products sold by CrownGrow are personal care or hygiene-related products.

For hygiene and safety reasons, opened, used, or altered personal care products may not be eligible for return unless the product is defective, damaged, or incorrectly supplied.

This may include, where applicable:

• Hair treatments.

• Shampoos and scalp products.

• Hair growth products.

• Other sealed personal-care products.

Please ensure that you are satisfied with your product selection before opening any sealed packaging.

5. Frontals and Hair Products

Hair products, wigs, frontals, and similar items must be returned in their original condition where a return is accepted.

Products that have been worn, installed, washed, dyed, cut, chemically treated, or altered may not be eligible for return unless there is a confirmed manufacturing defect or the incorrect product was supplied.

6. Refund Processing

Where a refund is approved, it will generally be processed using the original payment method where possible.

Where returned goods are required, refunds may only be processed after the products have been received and inspected.

We aim to process approved refunds within a reasonable period after inspection. The time it takes for funds to reflect in your account may depend on your bank or payment provider.

7. Delivery and Shipping Costs

Delivery costs may not be refundable where an order has already been dispatched or where a return is requested for reasons other than a defective, damaged, or incorrect product.

If a product is returned due to a customer cancellation or change of mind, the customer may be responsible for applicable return shipping costs where permitted.

8. Customer Delivery Responsibilities

Customers are responsible for providing accurate and complete delivery information when placing an order.

Please ensure that:

• Your delivery address is correct and complete.

• A valid contact number is provided.

• Someone is available to receive the delivery where required.

If an order cannot be delivered because of an incorrect address, unavailable recipient, or failure to respond to the courier, additional delivery charges may apply.

9. Delivery Delays

CrownGrow uses third-party suppliers and shipping providers.

Estimated delivery timeframes are provided as estimates and are not guaranteed. Delivery may occasionally be affected by customs clearance, courier delays, public holidays, weather conditions, or other circumstances outside CrownGrow's reasonable control.

For products shipped from our China warehouse, estimated delivery times to South Africa are generally communicated to customers before or during the purchasing process.

10. How to Request a Return or Refund

To request a cancellation, return, replacement, or refund, please contact CrownGrow with:

• Your full name.

• Your order number.

• The product involved.

• A description of the issue.

• Supporting photographs where applicable.

Please do not return products without contacting us first.

11. Contact Us

For questions regarding returns, refunds, cancellations, or orders, please contact CrownGrow using the contact details provided on our website.
Contact: 068 606 4988 or Email us: accounts@crowngrow.co.za