Return & Refund Policy
At KritzCrib, we value our customers and aim to provide quality products. This Return & Refund Policy complies with the Consumer Protection Act, 2008 (Act No. 68 of 2008) and the Electronic Communications and Transactions Act, 2002 (ECTA) of South Africa.
1. Online Purchase Cooling-Off Period
In accordance with Section 44 of the Electronic Communications and Transactions Act (ECTA), customers who purchase products online may cancel their purchase within 7 days of receiving the goods.
To qualify for a return under the cooling-off period:
- The product must be unused.
- The product must be in its original packaging.
- All accessories and included items must be returned.
- The product must be in a resalable condition.
Customers are responsible for the cost of returning the item unless the product is defective, damaged, or incorrectly supplied.
2. Defective or Incorrect Products
If your order arrives:
- Defective
- Damaged
- Incorrect
- Not of acceptable quality
Please contact us within 6 months of delivery.
Where applicable under the Consumer Protection Act, you may choose one of the following remedies:
KritzCrib reserves the right to inspect the returned product before approving a repair, replacement, or refund.
Damage caused by misuse, improper installation, accidental damage, modification, negligence, or failure to follow product instructions is not considered a manufacturing defect.
3. Products That Cannot Be Returned
To protect all customers and maintain product quality, returns cannot be accepted if:
- The Stove Protector has been cut or trimmed.
- The product has been installed or used.
- The product has been altered or modified in any way.
- The product has been damaged due to misuse or improper installation.
- The product is missing original packaging or included components.
- The return request falls outside the applicable legal return period without a qualifying defect.
Because the KritzCrib Stove Protector is designed to be trimmed to fit individual stoves, any product that has been cut or customised cannot be returned unless it is defective upon delivery.
4. Incorrect Orders
If we send you the wrong item, please notify us within 7 days of delivery.
Once verified, we will arrange a replacement or refund at no additional cost to you.
5. Change of Mind
If you change your mind after placing an order:
- The item must be unused.
- The item must be unopened where applicable.
- The item must remain in its original condition and packaging.
Original shipping fees are non-refundable.
Customers are responsible for return shipping costs unless otherwise required by South African law.
6. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed to the original payment method within 5–10 business days.
Bank processing times may vary.
Shipping charges are non-refundable unless required by law.
7. Return Procedure
To request a return, please contact us before sending any items back.
Please include:
- Full Name
- Order Number
- Email Address
- Reason for Return
- Clear photographs if the item is damaged or defective
Returns sent without prior authorization may not be accepted.
8. Inspection of Returned Goods
All returned products undergo inspection before any refund or replacement is approved.
KritzCrib reserves the right to refuse a return where:
- The item has been used beyond what is reasonably necessary to inspect it.
- The product has been cut or altered.
- Parts or packaging are missing.
- The damage resulted from misuse or improper handling.
9. Product Use
Customers are responsible for ensuring that the KritzCrib Stove Protector is compatible with their stove before trimming or installing it.
Please follow all installation and care instructions provided.
KritzCrib accepts no responsibility for damage resulting from incorrect installation, misuse, improper cleaning, or use outside the product's intended purpose.
10. Limitation of Liability
To the maximum extent permitted by South African law, KritzCrib shall not be liable for any indirect, incidental, special, or consequential damages arising from the use or misuse of its products.
Nothing in this policy excludes or limits any rights that consumers have under the Consumer Protection Act.
11. Contact Us
KritzCrib
Email: support@kritzcrib.co.za
Business Hours:
Monday – Friday
09:00 – 17:00 (SAST)
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Kritzcribs@gmail.com.
