Returns & Refunds Policy

1. Returning Goods to South African Retailers

If you need to return an item purchased from a South African merchant (e.g. Takealot, Superbalist, Zara, Shein, Amazon SA):

• Initiate with Merchant: Log into the retailer’s platform and request a return/RMA authorization according to their return policy window.
• Drop off at Crossa Hub: Bring the item in its original packaging along with the retailer return authorization label to any Crossa Hub.
• Reverse Transit: Crossa handles the cross-border reverse logistics back to our Johannesburg hub, where it is handed over to the merchant's courier.

2. Service Fee Refunds

Our freight and handling fee refund terms are structured as follows:

• Pre-Transit Cancellation: If an order or package registration is canceled before transit dispatch from our SA hub, handling fees are refunded in full.
• Merchant Out-of-Stock: If an assisted purchase fails because the merchant is out of stock, 100% of the purchase and service funds are immediately refunded to your Crossa wallet or original payment method.
• Delivered Shipments: Once a shipment has successfully crossed the border and entered Eswatini, cross-border freight fees are non-refundable.

3. Damaged or Missing Items

All incoming packages are weighed and visually inspected upon arrival at our Johannesburg facility. In the rare event that an item is damaged or missing upon collection in Eswatini, report it within 48 hours of collection via our in-app chat or email with photo evidence.