Refund policy

Refund, Returns & Exchange Policy — CRYO DIVISION™

Last updated: May 2026

At CRYO DIVISION™, we comply with the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”). This policy explains your rights and the conditions under which returns, refunds, replacements, and exchanges are accepted.

By placing an order with CRYO DIVISION™, you agree to the terms below.

1. General Return Eligibility

To qualify for a return, exchange, replacement, or refund:

  • The item must have been purchased directly from CRYO DIVISION™
  • Proof of purchase must be provided
  • The item must be returned in its original condition 
  • The item must not show excessive wear, misuse, damage, alteration, or abuse caused after delivery

We reserve the right to inspect all returned items before approving a refund, replacement, repair, exchange, or store credit.

2. Cooling-Off Rights for Online Purchases (ECTA)

Under Section 44 of the Electronic Communications and Transactions Act, customers purchasing online may cancel an order within 7 days of receiving the goods, without giving a reason but costs for returning good will be charged. 

Conditions:

  • Items must be unused and in substantially the same condition received
  • Original packaging, tags, and accessories should be included where reasonably possible
  • Customers are responsible for direct return shipping costs
  • Original delivery fees are non-refundable
  • Refunds may take up to 30 days to process as permitted by law

For hygiene and safety reasons, certain products may not qualify for cooling-off returns once opened or worn.

3. Hygiene & Safety Products

Due to hygiene, health, and safety considerations, the following products cannot be returned, exchanged, or refunded once opened, worn, washed, used, or removed from sealed packaging, unless defective:

  • Balaclavas
  • Face coverings
  • Neck gaiters
  • Compression wear
  • Thermal wear
  • Headwear
  • Personal-use apparel

This restriction is permitted under South African consumer legislation for hygiene-sensitive products.

4. Defective, Damaged, or Incorrect Products

Under the Consumer Protection Act, customers may return defective or unsafe products within 6 months of delivery.

If a product:

  • Is defective
  • Arrives damaged
  • Is unsafe for normal intended use
  • The wrong item was delivered

CRYO DIVISION™ may, at its discretion and in accordance with applicable law:

  • Repair the product
  • Replace the product
  • Refund the purchase price

Customers must notify us within a reasonable time after discovering the issue.

The CPA does not cover:

  • Normal wear and tear
  • Damage caused by misuse, negligence, improper care, accidents, unauthorized alterations, or incorrect washing
  • Minor variations in colour, stitching, sizing, or appearance that do not materially affect functionality
  • Damage caused after delivery

Where legally permitted, CRYO DIVISION™ reserves the right to inspect returned items before issuing a repair, replacement, or refund.

5. Change-of-Mind Returns

Except where required by law, CRYO DIVISION™ is under no obligation to accept returns due to:

  • Buyer’s remorse
  • Incorrect size selection
  • Preference changes
  • No longer wanting the item

South African law does not generally require businesses to provide refunds for change-of-mind purchases outside statutory cooling-off protections.

If we choose to approve a discretionary return:

  • It may be subject to a handling/restocking fee
  • Shipping fees will not be refunded
  • A store credit may be issued instead of a cash refund
  • Approval remains entirely at our discretion

6. Exchanges

Exchanges are subject to product availability.

Customers requesting exchanges for sizing or non-defective items:

  • Are responsible for all shipping costs
  • Must return items unused and in original condition
  • May be charged additional shipping fees

We reserve the right to refuse exchanges where products show signs of use, washing, damage, or tampering.

7. Return Shipping & Risk

Unless otherwise required by law:

  • Customers are responsible for safely packaging returned items
  • Customers assume risk of loss or damage during return transit
  • We strongly recommend tracked and insured shipping

CRYO DIVISION™ is not responsible for returns lost or damaged in transit.

8. Refund Processing

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

Refund timelines may vary depending on:

  • Payment provider
  • Bank processing times
  • Fraud-prevention reviews
  • Return inspection processes

Shipping fees, duties, taxes, customs fees, courier surcharges, and insurance costs are non-refundable unless required by law.

We reserve the right to refuse refunds where fraud, abuse, excessive returns, suspicious activity, or policy manipulation is suspected.

9. Order Cancellations

Orders may only be cancelled before fulfilment or shipment begins.

Once an order has been processed, packed, or dispatched:

  • Cancellation requests may be denied
  • Standard return procedures will apply instead

CRYO DIVISION™ reserves the right to cancel any order for:

  • Suspected fraud
  • Pricing errors
  • Stock errors
  • Payment verification failures
  • Abuse of promotions or discounts

In such cases, customers will receive a refund where appropriate.

10. Incorrect Addresses & Failed Deliveries

Customers are solely responsible for providing accurate shipping information.

If:

  • An incorrect address is supplied
  • A parcel is unclaimed
  • Delivery is refused
  • Courier delivery repeatedly fails

Additional shipping and handling charges may apply before re-delivery or refund processing.

11. Chargebacks & Fraud Prevention

Initiating a fraudulent chargeback or payment dispute after receiving goods may constitute fraud.

CRYO DIVISION™ reserves the right to:

  • Submit proof of delivery and customer communications to payment providers
  • Suspend future orders
  • Refuse future service
  • Pursue recovery of losses where legally permitted

12. Limitation of Liability

To the fullest extent permitted under South African law:

  • CRYO DIVISION™ shall not be liable for indirect, incidental, consequential, or special damages
  • Our maximum liability shall not exceed the amount paid for the product concerned
  • We are not responsible for delays caused by couriers, customs, strikes, weather, load shedding, force majeure events, or events outside our reasonable control

Nothing in this policy limits rights that cannot legally be excluded under South African law.

13. Contact Information

For all return, refund, or exchange requests, contact:

CRYO DIVISION™ Support
Email: support@cryodivision.co.za

Please include:

  • Your order number
  • Full name
  • Description of the issue
  • Supporting photos where applicable

14. Governing Law

This policy shall be governed by and interpreted in accordance with the laws of the Republic of South Africa.