At Crystal Direct, we strive to ensure customer satisfaction with every purchase. If you are not completely satisfied with your order, please review our return and refund policy below:

Returns:
Products can be returned within 7 days of purchase, provided they are unused, in their original packaging, and in resalable condition.

Damaged or Defective Items:
If you receive a damaged or defective item, please notify us within 48 hours of delivery with photos as proof. We will assess the issue and arrange a replacement or refund.

Customized Products:
Items with custom branding or engraving are non-returnable, except in cases of manufacturing defects.

Refunds:
Once we receive and inspect the returned item, approved refunds will be processed within 7-10 business days through the original payment method.

Return Process:
To initiate a return, please contact our team at info@crystaldirect.co.za with your order details.

What is your return policy?
We accept returns for products that are unused, in their original condition, and in the original packaging within 14 days of delivery. If you are unsatisfied with your purchase, please contact us to initiate the return process. Custom or personalized items may not be eligible for return.

How do I return an item?
To return an item, please contact us at info@crystaldirect.co.za or call +27 (21) 854 4040 to receive return instructions. Be sure to include your order number and the reason for the return.

Are there any items that cannot be returned?
Custom or personalized items, including branded or engraved glassware, are generally not eligible for return. Please check the product details before placing an order.

How do I receive a refund?
Once we receive and inspect the returned item, refunds will be processed within 7-10 business days. The refund will be issued to your original payment method.

Do I need to pay for shipping?
Unless the return is due to an error on our part (e.g., damaged or incorrect item), you will be responsible for return shipping costs. We recommend using a trackable shipping service to ensure the safe return of your item.

What if my item is damaged or defective?
If you receive a damaged or defective item, please contact us immediately at info@crystaldirect.co.za. We will assist in resolving the issue, either by issuing a refund or sending a replacement, depending on your preference and availability of the item.

How long do I have to return an item?
You have 14 days from the date of delivery to return an item. Please contact us within this period for a return authorization.

What if I receive the wrong product?
If you received the wrong product, please contact us immediately. We will correct the issue and either send the correct item or process a refund for you.

Can I cancel my order after it’s been placed?
Orders can be cancelled within 24 hours of purchase if they have not yet been processed or shipped. After this time, we cannot guarantee cancellation, but please reach out to us as soon as possible.