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Refund policy

Effective Date: 1 August 2025

At CraftPro, customer satisfaction is a priority. This policy explains your rights and our responsibilities under the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA) of South Africa.

Cancellation Rights (Cooling-Off Period)

As per ECTA, you have the right to cancel your order within 7 calendar days of receiving your purchase, without needing to provide a reason. All items must be returned unused and in their original, unopened packaging. Return shipping costs will be at your own expense.

Note: This right does not apply to products that have been used or custom-made specifically for you.

Return Conditions

To be eligible for a return or exchange:

  • Items must be unused and in a resalable condition.

  • All original packaging and accompanying materials must be included.

  • We reserve the right to decline returns that do not meet these conditions.

  • We reserve the right to decline returns that do not meet these conditions.

Exchanges

If you need to exchange an item (e.g., for a different size or product variation):

  • Contact us within 7 calendar days of receiving your order.

  • The item must be returned in unused and resalable condition, with original packaging.

  • Exchanges are subject to stock availability.

  • Return shipping costs for exchanges are the customer’s responsibility, unless the item is defective or incorrect.

  • Once we receive and inspect the item, we’ll dispatch the replacement within 3-7 business days.

  • If a suitable replacement is unavailable, you may opt for a refund or store credit instead.

Note: Custom-branded or made-to-order items may not be eligible for exchange unless defective.

Damaged or Incorrect Items

If your order arrives damaged, faulty, or incorrect:

  • Please notify us within 7 calendar days of receiving the item.

  • Return the product in the condition it was received.

  • Once reviewed and approved, we’ll send you a replacement at no additional cost.

  • For some custom-made products, only replacements, not refunds, may be offered.

Refunds

If a refund is approved:

  • It will be issued using the original payment method within 3–7 business days.

  • If this isn’t possible, the refund will be made via EFT (Electronic Funds Transfer).

  • We do not issue cash refunds.

  • You may also request for your refund to be made in the form of a discount code to be used on our online store with your next purchase.

Please allow up to 13 working days for the funds to reflect in your account, depending on your bank or payment provider.

Defective Products (CPA Compliance)

Under the Consumer Protection Act, any product found to be defective within 6 months of delivery is eligible for a replacement or full refund at no cost to you.

Privacy & Return Information

Any personal details you provide during the refund or return process—such as your name, contact details, proof of purchase, and banking info—will be used solely for processing your request, in accordance with our Privacy Policy. Your information will be securely stored and only retained as long as necessary.