Exchange and Return Policy



At Crocs we strive to make online shopping a smooth and hassle-free experience.

We understand that buying online can be tricky without having seen the actual product or trying it on. With that in mind, we happily accept returns and exchanges based on a few T&C's listed below:

 

We are happy to return a product that is the incorrect size or you have changed your mind within 30-days of purchase. With a collection fee of R70

How can I return a product purchased on www.crocssa.co.za

 

You have the choice to return your purchase to any Crocs Concept Store within South Africa

Click here for all Store Locations


OR you can follow our easy steps below:

Email our Customer Care team support@free-form.co.za OR Call us on 0872376845

Download or request a copy of our Return & Exchange Form which will need to be completed and Included in your return bag.

 

Customer Care Teams will arrange for the product to be collected by Courier, a collection fee of R70 will be charged

Place Product together with original swing tickets along with your completed returns document and original invoice in the bag which will be provided by our Courier.

 

Want an exchange?

 

1.      For online exchanges, the collection fee is R70. A coupon for the value of the items returned will be issued allowing you to reorder on our website

 

2.      Customer Care Teams will arrange for the product to be collected by Courier

Place Product together with original swing tickets along with your completed returns document and original invoice in the bag which will be provided by our Courier.

 

3.      You may return an unwanted product to us at no charge, provided:

        Undamaged

        Unworn

        Original price tags attached

  Was purchased at a Crocs Concept store or on online www.crocssa.co.za 


4.      Once we have inspected and validated your return, we create the coupon with purchase price of the product within 8 days of return (or refund if that is your preference)

Please bear in mind that coupons and refunds can take 5-10 working days to reflect. We may refuse a return if the unwanted product is returned damaged, or not in a re-saleable condition or missing any accessories.


Customer Care Teams will email the coupon code, in order for you to re purchase. To ensure you can order the desired style or size you are looking for, and as we work on a first come first serve basis, we recommend you use your coupon code as soon as you have received it. 


5.      Should you need assistance as to how to use the coupon code please do not hesitate to make contact with the customer care team;

Email our Customer Care team support@free-form.co.za OR call us on 0872376845 OR simply go online www.crocssa.co.za and chat with us live.

 


How can I return a product purchased at a Crocs Concept Store or Crocs Stockist?


Crocs Concept Store

Return your product to any Crocs Concept Store within South Africa.

Crocs Stockist
We will gladly assist you with an exchange, however a delivery cost of R70 per return will apply.

We will not pass credits for any products purchased through one of our Crocs stockists


How are refunds processed?

 

1.       Customers are entitled to return their purchase together with their original receipt within 30-days of purchase and receive a refund for the items returned.

 

2.       Products returned without the original receipt or after the 30-day period may only be exchanged.


        Crocs will allow refunds on sale items and promotions if within the 14 day cooling off period after received.


3.       We are committed to process returns and refunds as quickly as possible  - EFT refunds can take up to 5 working days after receipt of items. PayFast refunds can take up to 7-10 working days after receipt of items.

                                                                                                                                                         

4.       If you purchased your Crocs in one of our stores, and are returning these via our online the purchase price will be refunded to you via EFT.  Our Customer Care Teams will contact you for your banking details so we can arrange for payment.

 

5.       If you purchased your Crocs at one of our stores, and would like to return for a credit, you will be refunded for your purchase via the same method you made your purchase. 

 

For example, if you used your credit card we will refund your credit card

Cash purchases will be refunded in cash.

 

6.      If the product was purchased on a CROCS VOUCHER, the purchase price is refunded on a new voucher. 

 

Faulty or defective product?

 

We do our best to ensure that the products we deliver are of high quality and without defects. A defect is a material imperfection in the manufacture.....The following will not be regarded as defects:

 

Faults resulting from normal wear and tear

Damage arising from negligence, user abuse or incorrect usage of the product

Where specs of the product, although accurately described on the website and generally fit for its intended use do not suit you

 

You can either return your product to any Crocs Concept Store within SA or by contacting our Customer Care Team on support@free-form.co.za OR you can call us on 0872376845

We will evaluate the item or items purchased and if they are found to be defective, we will replace them or refund you according to the following T&C’s:

-         Warranty for Crocs applies to defects in material for a period of 6 months from the date of purchase. With an original receipt you are entitled to a refund or an exchange. Without the original receipt we will gladly exchange for a product of the same value. Should the selected alternative model be of a different price, either an additional payment or refund will apply.

 

-         Replacement products which become defective within 6 months can be returned for a refund or exchange, providing the original receipt is supplied.


-         Defective items returned without the original receipt, will be replaced at the current price on the system.

-         Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Timing of replacements are dependent on product availability.

 

Which items cannot be exchanged or refunded?

 

-          Items marked as “SALE” may not be refunded, after the cooling off period of 14 days but we will gladly exchange the product at the sale price paid.

-          Items purchased at or through another Supplier (Crocs product should be returned to the original Supplier from which the item was purchased)

-          Product without original price tags attached

-          Product that has been altered, washed, or abused.

 

How do I return an item I received as a gift?

 

1.       You can either return your product to any Crocs Concept Store within South Africa or by contacting our Customer Care Team support@free-form.co.za  OR on 0872376845

 

2.       Items may be exchanged for goods of the same value, provided the product is:

-          Undamaged

-          Unworn

-          Original price tags attached

-          Was purchased at a Crocs Concept store or on online www.crocssa.co.za

-          The original gift receipt or purchase receipt must be presented

 

 

More simply put: If you don’t like it, return it. If it’s the wrong size/colour, return it. If it is defective, return it.

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