Returns Policy

Satisfaction Guarantee

We want everyone to be satisfied with their purchase, however, if you are not completely satisfied with the quality, and/or the product is defective in any way, you can return the product to us within 7 days of receipt and we will either replace it or credit your account.

Please follow the procedure below to claim a refund or replacement product.

Please note that product images displayed on our website are for illustrative purposes only and may differ slightly from the actual product and is not grounds for a refund.

Product descriptions and specifications are obtained from the information that is listed on the actual product packaging

To be eligible for a refund, the following criteria applies:

Returns – Cancellation or change of heart:

  • If you purchased a product and changed your mind before the package has been dispatched, notify us as soon as possible, if the product was not yet dispatched, we will gladly refund in full.
  • If you have purchased a product, taken delivery, and not opened the product packaging, you can return it to us for a full refund. The product must be returned within 7 days of purchase. Return shipping of the product is at your own cost.
  • If you return a product after 7 days of purchase you may be liable to pay a handling charge. We are unable to credit products that are returned after 14 days of purchase.
  • All products must be in a new condition, (unopened and in the original packaging, along with all accessories if applicable including manuals, discs, cables, etc.).
  • The returned product must also be securely packaged properly, to ensure there is no damage to the original packaging nor the product during transit. Any discrepancies could result in a handling fee or forfeiture of a refund.
  • Return shipping will be for your own cost, except for products damaged before delivery acceptance
  • An assessment will be done before any credit or refund can be issued. Once the credit is issued, we will refund the amount due into your bank account by transaction reversal or EFT

NB: No refunds nor credits will be considered for any unwanted product/s which have been opened, and not in its’ original packaging, and returned after 14 days.

Returns – Damaged products:

  • You are required to inspect the package upon delivery and report any physical damages to the delivery service immediately. Do not sign the proof of delivery (waybill/delivery note/invoice) if you are not entirely satisfied, also stipulate in writing on the delivery note exactly the problem you have encountered with the product delivery.
  • Should you fail to inspect the products upon delivery or should a 3rd party receive the product on your behalf, and you find out later that the product &/or packaging was damaged, take photographs of the damaged package and contact us immediately to remedy the situation. You have 24 hours to log a query on our website, and we will, at our discretion & determination, rectify the issue. Any claims made after 24 hours will be rejected.
  • It is of utmost importance that you check your goods when taking delivery as well as properly documenting such damage, to enable you to legitimise your claim, as we will not be held liable for any discrepancy or damages whatsoever after you or a 3rd party have signed the proof of delivery.
  • You will not be eligible for a replacement or refund should you remove the product from its original packaging. You may remove it from the shipping material (usually a brown box without any brand names printed on it) but not from the actual supplier packaging.

Returns – Incorrect or faulty products:

  • Products supplied incorrectly by Crimson Shack or are deemed to be faulty from the manufacturer will be replaced or refunded within 7 days of purchase at no additional cost to the customer.
  • Please notify Crimson Shack within 7 days of purchase that the order you received was incorrect or faulty. Kindly include the purchase order confirmation reference you received on payment, to help resolve the claim.
  • Once Crimson Shack has received the notification, we will then facilitate the return process.

Out of stock products:

  • Should a product that you’ve returned for replacement be out of stock, we will notify you immediately.
  • In the event of a temporary out-of-stock situation, you are entitled to cancel the order and be fully refunded, or to wait for a later delivery date.
  • In the event of a permanent out-of-stock situation, you shall be entitled to a full refund or you may choose an alternative product of the same value.

I’ve waited too long and want to cancel:

  • Delivery delays are rare but can happen due to unforeseen circumstances like adverse weather, load shedding, hijacking, strikes, and pandemics could prolong the delivery time.
  • Unfortunately, delivery delays are not grounds for cancellation or refund, we however do undertake to do everything in our power to ensure you get your package to you in the shortest time possible.

Non-collection of Order from Paxi pickup point

  • The value of items that are returned from a Paxi point due to non-collection will be credited to your account. Unfortunately, any applied shipping charges cannot be credited

Items not eligible for refunds:

  • Special order products
  • Any products marked – non-returnable/non-refundable
  • Any product which has been opened and used
  • Software & Software Licenses
  • Perishable items
  • Fresh flowers
  • Books or magazines
  • Personal or sanitary items
  • Personalised items

Refunds:

  • Refunds will be paid into your nominated bank account in the case of individuals and directly to the company bank account for companies if we are not able to reverse the original transaction.
  • All goods will first be inspected by Crimson Shack before issuing a credit or refunding any amount to the customer.
  • Refunds will be paid within 7-10 working days, and will be subject to bank charges if you have paid by cash deposit or credit card.
  • Should you not require a refund, you may choose an alternative product of the same value or a credit balance for future purchases.

Return shipping:

  • All returned packages to be sent by courier to
  • 31 Korhaan Ave
  • Birch Acres
  • Kempton Park
  • 1618

Alternately send through Paxi to

  • PEP Store – Norkem Park
  • Kempton Park
Shopping Basket
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