CrownZa™ Returns, Refunds, Damaged Products & Exchanges Policy

Last updated: 20 October 2026

At CrownZa™, we are committed to providing our customers with a positive shopping experience. This policy explains our return, refund and exchange procedures for the CrownZa™ 2-in-1 Straightening & Curling Brush.

This policy applies to purchases made through our online store in South Africa and must be read subject to the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA), and any other applicable South African legislation.

1. Our 14-Day Return Policy

CrownZa™ offers a voluntary 14-calendar-day return period for eligible change-of-mind returns.

Customers must contact us within 14 calendar days of receiving their order to request a return.

For a change-of-mind return to qualify under our voluntary policy, the product must:

• Be unused and in its original condition.

• Be returned with its original packaging, accessories and included components.

• Not show signs of customer-caused damage, misuse, neglect or unauthorised modification.

• Be accompanied by proof of purchase or a valid order number.

Because the CrownZa™ Styling Brush is a personal hair-styling appliance, customers who wish to return it because they have changed their minds must not use it on their hair.

Products that have been used, damaged or broken by the customer are not eligible for a change-of-mind return under our voluntary policy.

All returned products may be inspected before a voluntary return is approved. Inspection will be conducted fairly and will not be used to deny rights that a customer has under applicable law.

This voluntary policy does not limit statutory rights relating to defective goods, qualifying online cancellations, incorrect products or other circumstances protected by law.

2. Customer Responsibility for Damage After Delivery

Once an order has been delivered and accepted by the customer, the customer is responsible for taking reasonable care of the product.

CrownZa™ is not responsible for damage caused by the customer after acceptance of delivery, including:

• Dropping the brush or allowing it to fall.

• Breaking, bending, forcing or damaging the bristles, casing, handle, buttons, display or other components through improper handling.

• Using the brush contrary to the supplied instructions or safety warnings.

• Exposing the product to water, excessive moisture or other unsuitable conditions contrary to its instructions.

• Using an unsuitable power supply, where applicable, or otherwise using the product contrary to its electrical specifications.

• Damage caused by unauthorised repairs, alterations or modifications.

• Damage caused by improper storage, negligence, accidents or misuse.

Where an inspection reasonably establishes that a product was damaged by customer misuse, accidental damage or another cause not covered by the supplier's legal obligations, CrownZa™ may decline a return, refund, replacement or free repair for that damage.

Please note: CrownZa™ cannot automatically reject a claim merely because a product broke after delivery. If the product is defective, unsafe or fails to meet the applicable statutory quality requirements, the customer's legal rights remain protected. The cause of the damage and the applicable law will determine responsibility.

3. Damaged Products and Delivery

Customers should inspect their orders upon receipt and notify CrownZa™ as soon as reasonably possible if the packaging or product appears damaged.

If a product arrives damaged, customers should provide:

• Their order number.

• Clear photographs of the product and packaging, where available.

• A description of the damage.

• Any relevant delivery information.

CrownZa™ will assess the circumstances and determine the appropriate remedy in accordance with applicable law.

Damage caused by the courier before the customer accepts delivery will be handled in accordance with the applicable delivery arrangements and legal responsibilities. CrownZa™ will not automatically transfer responsibility for pre-acceptance delivery damage to the customer.

Once the customer has accepted delivery, damage caused by the customer's subsequent handling, misuse or accidental actions is generally the customer's responsibility.

Nothing in this section excludes liability that CrownZa™ cannot lawfully exclude.

4. Faulty, Defective or Unsafe Products

CrownZa™ takes product quality seriously. If your styling brush is defective, unsafe or fails to meet the quality standards required by law, please contact us with your order details and a description of the problem.

Under section 56 of the Consumer Protection Act, qualifying defective goods may be returned within six months of delivery, at the supplier's risk and expense. Where the statutory requirements are met, the customer may direct the supplier to repair or replace the goods or refund the price paid, as provided by law.

CrownZa™ reserves the right to inspect and assess a reported fault to establish its nature and cause. However, this inspection process will not be used to unlawfully restrict a customer's statutory rights.

Damage caused by misuse, unauthorised modifications, negligence or accidental impact may be excluded from a remedy where permitted by law and where the evidence supports that conclusion.

5. Online Purchase Cancellation Rights

Under section 44 of the Electronic Communications and Transactions Act, qualifying online purchases may generally be cancelled without reason or penalty within seven days after receipt of the goods, subject to applicable statutory exceptions.

Where this right applies, the customer may be charged the direct cost of returning the goods. Any refund must be processed within the period required by law.

Section 43 of ECTA may also provide a separate cancellation right where the supplier has failed to comply with specified website information or transaction requirements.

CrownZa™ will honour applicable statutory cancellation rights even where they differ from the conditions of our voluntary change-of-mind policy.

6. Refund Policy — 14 Days

For approved returns, CrownZa™ aims to process refunds within 14 calendar days after the return has been approved and any required returned goods have been received, subject to the applicable legal requirements.

Approved refunds will generally be made to the original payment method. The time taken for funds to appear in the customer's account may depend on the bank or payment provider.

Where applicable law prescribes a different refund deadline, that deadline will take precedence.

Refunds will not be granted merely because a customer has damaged a product through misuse or accidental handling after delivery, unless otherwise required by law or agreed by CrownZa™.

7. Return Shipping Costs

For eligible voluntary change-of-mind returns, the customer is responsible for the direct return shipping cost unless CrownZa™ agrees otherwise.

For qualifying defective goods, incorrect products or other cases where the law requires the supplier to cover return costs, CrownZa™ will cover those costs as required by law.

For statutory cancellation under ECTA section 44, the customer may be charged the direct cost of returning the goods, as permitted by that section.

8. Exchanges

Customers may request an exchange within 14 calendar days of delivery under our voluntary exchange policy.

Exchanges are subject to product availability, the condition of the returned product and inspection.

Products that have been used, broken or damaged by the customer are not eligible for a voluntary change-of-mind exchange.

This restriction does not remove any statutory entitlement to repair, replacement, refund or another remedy for qualifying defective or incorrectly supplied products.

9. How to Request a Return or Refund

To request assistance:

1. Contact CrownZa™ using the customer service email address published on our website.

2. Provide your order number and explain the reason for the request.

3. Include photographs or videos where relevant and reasonably available.

4. Wait for our return instructions before shipping any product back.

5. Package the product securely and retain your return tracking information.

Please do not send a product to an address without receiving return instructions.

A return request is not automatically approved simply because it has been submitted. Each request will be assessed under this policy and applicable South African law.

10. Exclusions and Limitations

To the extent permitted by law, CrownZa™ may refuse voluntary change-of-mind returns or free remedies for products that have been damaged by customer misuse, accidental impact, improper handling, unauthorised repairs or use contrary to supplied instructions.

CrownZa™ does not provide a voluntary change-of-mind return entitlement beyond the conditions stated in this policy.

However, nothing in this policy:

• Excludes or limits a consumer right that cannot lawfully be excluded or limited.

• Removes the statutory protections applicable to defective or unsafe goods.

• Permits CrownZa™ to avoid responsibility for damage or loss for which it remains legally responsible.

• Prevents a customer from exercising any applicable statutory cancellation or refund right.

11. Contact Information

For returns, refunds, exchanges and product concerns, please contact CrownZa™ using the customer service details published on our Shopify store.

Please include your order number in all correspondence so that we can assist you efficiently.

CrownZa™ — Own Your Crown.