Returns & Refund Policy
Your guide to smooth, transparent returns and dispute resolution with Crossa.
Check Your Return Eligibility
Select your reason below to verify your eligibility window and required steps.
Why are you returning this item?
How to Process a Return
Simple, coordinated steps for hassle-free parcel collection and returns.
Log Request
Contact support or submit via customer dashboard.
Pack Item
Repack in original packaging with all tags & accessories.
Handover
Drop at nearest Crossa Hub or arrange courier collection.
Inspection
Goods inspected at hub to verify condition (up to 10 days).
Refund
Store credit or refund issued once approved.
Items Not Eligible for Return
Due to health, hygiene, and customs export regulations, the following items are strictly non-returnable once received:
- Digital goods (gift cards, game vouchers, downloadable software licenses).
- Over-the-counter (OTC) medications, vitamins, dietary supplements, and infant formulas.
- Cosmetics, perfumes, and skincare products where security seals or protective packaging have been opened.
- Undergarments, swimwear, bodysuits, and piercing jewelry.
- Perishable goods, fresh produce, and flowers.
- Customized, tailored, or personalized merchandise.
- Any product showing signs of physical wear, misuse, or unauthorized modification.
⚠️ Southern African Customs Union (SACU) Notice
Goods shipped between South Africa and Eswatini pass through customs jurisdiction. Customs duties, VAT, and administrative processing fees paid to the Eswatini Revenue Service (ERS) at the time of importation are government statutory levies and are non-refundable by Crossa once customs clearance has been finalized.