Refund policy

1. Returns

Due to the nature of cosmetic products and for hygiene and safety reasons, opened or used cosmetic products are not eligible for return or refund, unless the item is defective or incorrect.

If you receive a product that is:

Damaged
Defective
Incorrect (wrong item sent)

You must notify us within 7 days of receiving your order by emailing admin@crowncosmetics.co.za with:

Your order number
Clear photos of the issue
A brief description of the problem

2. Eligibility for Returns

To be eligible for a return:

The product must be unused, unopened, and in its original packaging
The item must be in the same condition as received
Proof of purchase is required

Approved returns must be sent back within 7 days of approval.

3. Non-Returnable Items

The following items cannot be returned or refunded:

Opened or used cosmetic products
Items damaged due to misuse or negligence
Sale or promotional items (unless defective)
Gift cards

4. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

Refunds will be processed within 7–14 business days
Refunds will be issued to the original payment method
Shipping costs are non-refundable, unless the return is due to our error

5. Exchanges

We only replace items if they are defective or incorrect.
If you need an exchange, contact us at admin@crowncosmetics.co.za with your order details and photos.

6. Return Shipping

Customers are responsible for return shipping costs unless the item is defective or incorrect
We recommend using a trackable courier service
Crown Cosmetics is not responsible for lost or damaged return parcels