Refund policy
Returns
At Crelo Couch Covers we mainly sell couch covers or chair covers. The return policy below is valid for any such products and any other products listed on our store.
For any queries regarding returns, exchanges, or product issues, please contact us at info@crelocouchcovers.co.za.
---
Our policy lasts for 7 days. If 7 days have gone by since you've received your order, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please keep the original packaging as couriers do not deliver packages without cover/bags/boxes.
If you do not keep the original packaging, you'll either need to purchase a box to ship it in or send the package back to us via PostNet where they will provide packaging for you.
If you intend on returning a product, and it is one of the covers for instance, please take it off the couch immediately. If you have used the cover for any time and afterward decided to return it, it will be deemed as used and not eligible for a return.
Items ordered specifically for you will NOT be eligible for a refund unless the product appears to have a defect.
Product damage: Please handle with care the product you receive. See to it that you do not damage it when putting it on. Do not force a cover to fit. If it does not fit and you damage it, it will not be deemed as in the "same condition" as when you received it and not eligible for a return.
Pet hair: Please make sure that your return item is not covered in pet hair. In the past, we've had to clean covers returned by customers that were full of pet hair. It takes up a lot of time and is a very cumbersome process and cannot be re-sold.
If you return a cover full of pet hair, we reserve the right to decline your refund.
Unsellable product damage: If the returned item is not in the same unused condition as when you received it, or you've damaged it in any way, you will NOT be eligible for a refund or exchange, and we will send it back to you.
Examples of a return cover that is damaged in such a way that we cannot resell it include, scratches on the material, material/straps that are torn, or any other material damages.
Return courier costs (non-sale items): With return items, the customer covers 100% of the courier cost unless the product has defect and, in that case, we will cover 100% of the courier cost.
Return courier costs (sale items): With return items that were on sale, it is the customer's responsibility to cover the return courier cost. On sale item's you will NOT be eligible for a refund, ONLY eligible for exchange.
---
Please understand that customer satisfaction is very important to us. However, we still need to run a business and have to set boundaries when it comes to product quality. If you return an item, it needs to be in the same condition as you received it so that we can repackage it and sell it to another customer.
---
Refunds (if applicable)
Once we've received your return item, we'll do an inspection within 1-2 days. Afterward, we will send you an e-mail to notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, normally within 1-2 days. However, note that the courier fee will be deducted from your refund, R109.00 within Gauteng and R149.00 for other Provinces unless the item is being returned because of a defect. Refunds made on Fridays or over weekends might only show in your account in the preceding week.
Exchanges (if applicable)
We allow exchanges of our products. However, to be eligible for an exchange your item must be unused and in the same condition that you received it without any damages. You need to contact us for an exchange within 7 days of receiving your order.
It must also be in the original packaging. It is critical that you keep the original packaging as couriers do not deliver packages without cover/bags/boxes.
Exchange courier costs
There are two parts to exchange courier costs. A courier must pick up the order from the customer's address and have it delivered to our business address which we have called the "return courier" below. A courier must then also deliver the exchange order from our business address to the customer's address which we have called the "replacement order" below.
Part 1: Return courier cost
With return items meant for exchanging, it is the customer's responsibility to cover 100% of the courier cost.
Part 2: The replacement order
If the customer ordered an incorrect couch cover size and/or wants to exchange it for a different item and/or has ordered an item on sale, it is our responsibility to cover the courier cost of the replacement order.
Partial payment for the courier cost can be requested from the customer if delivery deems to be very expensive.
Courier costs (if applicable)
This section is applicable if you as the customer are liable for any courier costs as mentioned above. Please note that courier costs differ depending on product weight, size, and delivery address. On average, courier costs are R109 but can go upwards to R120-R150 depending on various factors. We will clearly communicate with you the courier costs before proceeding and always use the cheapest option available to help our customers save money.
Cancellations
If you want to cancel an order, you will need to do so before we've packaged and organized the courier for delivering the product. If you've ordered a product that we did not have in stock and we indicated it would take 10-20 working days to get delivered to you, we can only cancel the order before we proceed in getting more stock for you. In such a case, you will be eligible to cover the courier cost for the order and will only be refunded the difference.
What if I ordered the wrong size?
We've placed clear measurement instructions on each product page to help customers measure their couches correctly. However, sometimes customers make mistakes and order incorrect couch cover sizes. Please note that customer satisfaction is very important to us and that we will try to work with you to resolve the issue as best we can.
However, we will not be held accountable if you order an incorrect couch cover size. In cases like this, we might require you to pay the return courier fees while we pay the courier fees for replacing your order with the correct size (if applicable).
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@crelocouchcovers.co.za.
Free gifts
Free gifts (when purchasing a certain value or number of products from our store) are only applicable if products you order are held locally in stock in South Africa. If you ordered a product that was marked as to be delivered in 10-20 working days, you will not be eligible for a free gift. An example gift product would be the non-slip furniture pads promotion we are currently running as of 3 August 2021.