Refund policy

Refund & Returns Policy

At Crossover Store  , your satisfaction is important to us. We want you to shop with confidence, which is why we offer a straightforward returns and refund process.

Please read the policy below before submitting a return or refund request.

1. Returns

You may request a return within 14 days of receiving your order.

To qualify for a return, the item must:

  • Be unused and unworn

  • Be in its original condition

  • Be returned with all original packaging, tags and accessories

  • Not show signs of washing, damage, alteration or excessive handling

Items that do not meet these requirements may be refused or may not qualify for a refund.

2. Change of Mind

If you change your mind about your purchase, you may request a return within 14 days of delivery, provided the product meets our return conditions.

The customer is responsible for the return shipping costs for change-of-mind returns.

3. Incorrect, Damaged or Defective Items

If you receive an incorrect, damaged or defective product, please contact us within 7 days of delivery.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs or video showing the product and, where applicable, the packaging

If the issue is confirmed to be our responsibility, we will provide an appropriate remedy, which may include a replacement, repair or refund.

4. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

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

Please allow your payment provider or bank additional processing time for the funds to reflect in your account.

5. Return Shipping

For change-of-mind returns, the customer is responsible for the cost of returning the product to us.

Where the product is confirmed to be defective, damaged on arrival or incorrectly supplied by us, we will cover the reasonable return shipping costs.

6. Items That Cannot Be Returned

For hygiene and safety reasons, certain products may not be eligible for return once opened or used.

This may include products that are:

  • Used or worn

  • Washed

  • Damaged after delivery

  • Altered or modified

  • Missing original tags or packaging

  • Returned outside the applicable return period

7. Sale & Promotional Items

Products purchased during a sale or promotional campaign are subject to the same return requirements unless otherwise stated on the relevant product or promotional page.

A discounted price does not automatically remove your statutory consumer rights.

8. Exchanges

If you would like to exchange an item for another size, colour or product, please contact us before sending the item back.

Exchanges are subject to stock availability.

If the requested replacement is unavailable, we may offer a refund or another suitable solution.

9. How to Request a Return or Refund

To request a return or refund, contact our customer support team with:

Order number:
Full name:
Reason for return:
Photographs/video where applicable:

 

Please do not send products back without first contacting us and receiving return instructions.

10. Important Notice

Nothing in this policy is intended to limit or exclude any rights you may have under applicable South African consumer-protection legislation.

Our goal is to resolve legitimate issues fairly, efficiently and transparently.

Shop with confidence. If something isn't right with your order, contact us and we'll do our best to make it right.