Exchange & Return & Refund Policy
We want you to be stoked with your purchase from KrystalWaters.co.za!!
If you are not happy with your purchase, you can return the product to us and we will either exchange, repair, replace, credit or refund you. We are happy to exchange or refund any purchase provided that the goods in question are returned in the condition they were in when delivered to you and within 14 days of the delivery of your order.
You have ONE FREE EXCHANGE for orders above R1000 (this does not apply to any orders on sale items or orders using a discount code).
Our Refund & Exchange policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can not offer you a refund or exchange.
Refund/Return requests received after 14 days but within 30 days, will qualify for a Gift Card and can be redeemed online. To log a return or exchange contact us here.
- you log a return / exchange within 14 days of delivery to you by emailing email@example.com;
- the item ordered is undamaged, unused & with its original labels and stickers still attached;
- the item is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
- the item ordered is not missing any accessories or parts;
- the item ordered is not listed in section 2 below - (products not eligible for return)
Several types of goods are exempt from being returned. We do not accept returns or exchanges for:
- gift cards;
- intimates, lingerie, swimwear, bodysuits or underwear (You can return unworn bikini tops if all original swing tags are attached). This is due to health and safety regulations.
When the package is received by KrystalWaters.co.za, the items are inspected before the refund or exchange is authorised. This inspection process can take 1-2 days.
If the exchange / refund is approved, you will receive an email confirming your exchange order discussed or refund confirmation with the amount and reason for the refund. Approved exchange orders will only be shipped once the returned product has been received and assessed.
Refund to your original payment method can take 1-5 working days to process, and may take an additional 2-3 working days to reflect in your account. Contacting us will unfortunately not speed up this process.
Refund to a Gift Card is immediate at the time of processing.
If your return & refund / exchange does not meet the requirements and is rejected, we will get in touch and let you know why and to arrange to have the item couriered back to you.