Refund policy

Crown Era — Return & Refund Policy

Last updated: August 2026

At Crown Era, we want you to be happy with your purchase. Because many of our products are personal-use and hygiene-sensitive items, certain return conditions apply.

1. Returns

Please contact us within 7 days of receiving your order if you believe your item is defective, damaged, incorrect or you would like to request an eligible return.

Items must be:

- Unused and unworn
- In their original packaging
- In the same condition in which they were received
- Free from washing, cutting, colouring, brushing, combing, installation or other alteration
- Accompanied by the original order information

We may request photographs or videos to assess the issue before approving a return.

2. Wigs, Hair Extensions & Hair Products

For hygiene reasons, wigs, bundles, closures, frontals, braiding hair, ponytails, extensions and similar hair products cannot be returned once they have been worn, installed, washed, cut, coloured, brushed, combed or otherwise altered, except where applicable law provides otherwise.

For wigs, lace must remain uncut for an ordinary change-of-mind return.

3. Beauty & Personal-Use Products

For hygiene and safety reasons, opened or used lashes, makeup, cosmetics, skincare, perfume, nail products and similar personal-use products may not be eligible for return unless the product is defective, incorrect or another legal right applies.

4. Damaged or Incorrect Orders

If we send you the wrong item or your order arrives damaged or defective, please contact us as soon as possible with photographs of:

- The product
- The packaging
- The shipping label
- The damage or incorrect item

If the issue is confirmed to be our responsibility, we will arrange an appropriate remedy in accordance with applicable consumer law.

5. Change of Mind

Where a change-of-mind return is permitted, the product must meet the return conditions above. Return shipping costs may be the customer's responsibility unless applicable law provides otherwise.

Original shipping charges may not be refundable where permitted by law.

6. Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

Approved refunds will normally be made using the original payment method.

Refund processing times may vary depending on the payment provider or bank.

7. Sale & Promotional Items

Sale or promotional items may have specific return conditions clearly stated at the time of purchase. These conditions will not remove any rights that cannot legally be excluded.

8. Important

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

For return assistance, please contact Crown Era through the contact details displayed on our website.