Refund policy

This Return, Refund & Exchange Policy applies to purchases made from Craftline in South Africa. Nothing in this policy is intended to limit or remove any rights that customers may have under applicable South African law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

South African law gives consumers certain return rights, including protections for defective goods under the CPA and a 7-day cooling-off period for certain electronic transactions under ECTA.

1. General Return Conditions

To protect our customers and maintain product hygiene standards, returns will only be accepted where the product is:

  • unused, unworn, unwashed, and undamaged;
  • in its original packaging;
  • complete with all accessories, manuals, tags, labels, and parts;
  • returned with proof of purchase;
  • not altered, repaired, misused, or damaged after delivery.

For hygiene and safety reasons, fitness support products, wearable support items, straps, belts, bands, braces, and similar products may not be accepted for return if they have been used, worn, washed, stained, damaged, or removed from sealed protective packaging, unless they are defective in terms of the law.

Craftline reserves the right to inspect all returned products before approving a refund, replacement, exchange, or store credit.

2. Change-of-Mind Returns

Craftline does not accept returns or refunds for change of mind, buyer’s remorse, incorrect choice, wrong size selected, or dislike of the product, except where required by law or where Craftline chooses to allow it at its discretion.

Where Craftline voluntarily approves a change-of-mind return, the customer will be responsible for all return shipping costs. The product must meet the return conditions listed above. Delivery fees, courier fees, handling fees, and other non-product charges are non-refundable unless required by law.

3. Online Purchase Cooling-Off Period

If your purchase was made through an electronic transaction, such as through the Craftline website, you may have the right under ECTA to cancel the transaction within 7 days after receiving the goods, without reason and without penalty.

Where this legal cooling-off right applies:

  • you must notify Craftline in writing within 7 days of receiving the product;
  • the product must be returned to Craftline;
  • the only charge that may be levied is the direct cost of returning the goods;
  • Craftline will refund the amount paid within the legally required period after cancellation, provided the returned goods are received and inspected.

ECTA provides a 7-day cooling-off period for certain electronic transactions, and the direct cost of returning the goods may be charged to the customer.

This cooling-off right may not apply to certain excluded goods or transactions, including goods that are made to the customer’s specifications, clearly personalised, cannot by their nature be returned, or are likely to deteriorate or expire rapidly.

4. Direct Marketing Cooling-Off Period

If your purchase resulted from direct marketing, you may have a separate cooling-off right under the CPA. Where this applies, you may cancel the transaction within the legally allowed cooling-off period.

If a valid direct marketing cancellation is made, Craftline will process the return in line with the CPA and any applicable regulations.

5. Incorrect, Damaged, or Defective Products

Please inspect your order as soon as it is delivered. If you receive the wrong product, a damaged product, or a product that appears defective, you must contact Craftline as soon as possible at [Insert Support Email] with:

  • your order number;
  • photos or videos clearly showing the issue;
  • a description of the problem;
  • proof of purchase.

Under the CPA, consumers have the right to receive goods that are reasonably suitable for their intended purpose, of good quality, in good working order, free of defects, usable and durable for a reasonable period, and compliant with applicable standards. If goods fail to meet these standards within the applicable period, consumers may be entitled to repair, replacement, or refund.

If the product is confirmed to be defective or not compliant with applicable law, Craftline will offer the remedy required by law, which may include repair, replacement, or refund. If a returned product is inspected and found not to be defective, or the issue was caused by misuse, normal wear and tear, incorrect use, accidental damage, neglect, or failure to follow instructions, the return may be declined.

6. Fitness, Wearable, and Hygiene-Sensitive Products

Because many Craftline products are used on the body during workouts or daily movement, Craftline applies strict hygiene standards.

Craftline may refuse returns where products show signs of:

  • use, sweat, odour, stains, or marks;
  • washing or attempted cleaning;
  • stretching, tearing, bending, or misuse;
  • missing packaging or accessories;
  • damage caused by incorrect use or storage;
  • normal wear and tear.

This does not remove your statutory rights for defective goods.

7. Size Selection and Product Suitability

Customers are responsible for checking product descriptions, sizing guides, measurements, and compatibility before placing an order.

Craftline does not guarantee that a product will suit a customer’s personal preference, body shape, training style, comfort expectation, or intended use unless Craftline has expressly confirmed in writing before purchase that the product is suitable for that specific purpose.

If you are unsure about sizing or suitability, contact Craftline before ordering.

8. Return Shipping

Unless the product is defective, incorrect, or return shipping is legally required to be covered by Craftline, the customer is responsible for return shipping costs.

Craftline recommends using a trackable courier service. Craftline is not responsible for returns that are lost, delayed, damaged, or delivered to the wrong address by the customer’s chosen courier.

The product remains the customer’s responsibility until it is received and accepted by Craftline.

9. Refunds

Approved refunds will be processed to the original payment method where possible.

Refunds may exclude:

  • original delivery fees;
  • return courier fees;
  • cash handling fees;
  • payment processing fees where legally permitted;
  • any loss in value caused by handling, use, damage, missing parts, or non-original packaging, where permitted by law.

Refund processing times may vary depending on banks, payment providers, and courier timelines.

10. Exchanges

Exchanges may be offered at Craftline’s discretion, subject to stock availability and product condition.

If the replacement item costs more than the original item, the customer must pay the difference. If it costs less, Craftline may refund the difference or issue store credit.

11. Non-Returnable Items

Unless defective or required by law, the following items are not eligible for return:

  • used or worn fitness products;
  • products with broken hygiene seals;
  • products missing packaging, tags, accessories, or parts;
  • clearance, final-sale, or promotional items marked as non-returnable;
  • personalised or customised products;
  • products damaged through misuse, neglect, incorrect storage, or incorrect use;
  • products damaged through normal wear and tear.

12. Refused Deliveries and Failed Delivery Attempts

If an order is returned to Craftline because the customer provided an incorrect address, failed to collect the parcel, refused delivery, or was unavailable for delivery, Craftline may deduct courier costs, return fees, and any reasonable handling costs from any refund due.

If the customer requests re-delivery, additional courier fees may apply.

13. How to Request a Return

To request a return, email Craftline at:

[Insert Support Email]

Include:

  • full name;
  • order number;
  • product name;
  • reason for return;
  • photos or videos if the product is damaged, incorrect, or defective;
  • proof of purchase.

Do not send any product back without receiving return instructions from Craftline first. Products returned without authorisation may be refused or delayed.

14. Inspection and Decision

Once Craftline receives the returned product, Craftline will inspect it and notify you whether the return has been approved or declined.

If the return is declined, the customer may be required to pay the courier cost for the product to be sent back.

15. Legal Rights

Nothing in this policy limits any rights you may have under South African law. If any part of this policy conflicts with applicable law, the law will apply.

Product Page Notice

Please check the size guide and product details carefully before ordering. For hygiene reasons, used or worn fitness products cannot be returned unless defective or required by law.

Checkout Notice

By placing your order with Craftline, you confirm that you have read and accepted our Return, Refund & Exchange Policy.