CALYX GLASS

Refund, Return & Exchange Policy

 

1. General Policy

Calyx Glass is committed to supplying carefully crafted, high-quality, hand-blown glass products. We take reasonable steps to ensure that every product is inspected, securely packaged and dispatched in accordance with our quality standards.

This policy governs returns, refunds, exchanges, damaged deliveries and defective products purchased directly from Calyx Glass.

Nothing in this policy excludes, restricts or waives any consumer right that cannot lawfully be excluded under South African law, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

2. Change-of-Mind Returns

We understand that customers may occasionally change their minds after purchasing a product.

For purchases made through our online store, customers may exercise the applicable statutory cooling-off rights, including the seven-day cancellation period under section 44 of the ECTA, where applicable.

Where a customer exercises a statutory cooling-off right:

• The customer must notify Calyx Glass within the applicable statutory period.

• The customer must return the product in accordance with the applicable legal requirements.

• The customer is responsible only for return costs that the law permits us to charge.

• Any refund will be processed within the applicable statutory period.

Where no statutory right to return applies, Calyx Glass may, at its discretion, offer a voluntary return or exchange, subject to the following conditions:

• The product must be unused and in its original condition.

• All included accessories, documentation and packaging must be returned.

• The product must not have been altered, disassembled or damaged by the customer.

• The customer must provide valid proof of purchase.

• The customer must obtain return instructions from Calyx Glass before sending the product back.

Voluntary returns are subject to inspection. Calyx Glass reserves the right to decline voluntary returns that do not satisfy these conditions.

These voluntary return conditions do not override any statutory cooling-off, rejection, warranty or other consumer rights.

3. Defective or Faulty Products

All products sold by Calyx Glass are subject to the statutory implied warranty of quality under section 56 of the CPA.

If a product is defective, unsafe, unsuitable for its ordinary intended purpose or otherwise fails to meet the applicable statutory quality requirements, the customer may return it within the applicable six-month statutory warranty period.

Where section 56 applies, the customer may choose the remedy permitted by law, which may include:

• Repair of the product.

• Replacement of the product.

• A full refund of the purchase price.

The customer is not required to accept store credit or a voucher in place of a statutory refund.

Calyx Glass will bear the applicable costs and risks of returning qualifying defective goods, as required by law.

A customer reporting a defect may be asked to provide photographs, a description of the issue, proof of purchase and other reasonably necessary information to help us assess the complaint. Such requests will not be used to unreasonably delay or deny a valid statutory claim.

4. Products Damaged During Delivery

Customers are encouraged to inspect their orders upon delivery and notify Calyx Glass promptly if a product arrives damaged.

For a delivery-related damage claim, please provide:

• Your order number and proof of purchase.

• Clear photographs of the damaged product.

• Photographs of the external packaging and any internal protective packaging, where available.

• A short description of the damage and when it was discovered.

Customers should retain the original packaging until the matter has been resolved.

We will investigate reported delivery damage and arrange an appropriate remedy where required by law. Depending on the circumstances and applicable legal rights, this may include a replacement or refund.

Failure to report damage immediately will not, by itself, extinguish a customer's statutory rights.

5. Handcrafted Products and Natural Variations

Every Calyx Glass barometer is individually hand-blown. Minor variations in glass thickness, shape, dimensions, curvature, bubbles, surface characteristics and other visual details may occur during the manufacturing process.

These variations are inherent characteristics of handcrafted glass and are not automatically considered defects.

Customers acknowledge that:

• Individual pieces may differ slightly from product photographs.

• Product photographs are representative and may not reproduce every characteristic of the individual item.

• Minor variations consistent with the disclosed handcrafted nature of the product do not, by themselves, entitle a customer to a refund.

However, this section does not excuse substantial deviations from the product description, undisclosed defects, unsafe construction or failures to meet statutory quality requirements.

6. Exclusions from Voluntary Returns

Unless a statutory right applies, Calyx Glass does not accept voluntary returns for products that:

• Have been damaged through misuse, negligence or improper handling after delivery.

• Have been modified, repaired or disassembled without authorisation.

• Have been exposed to conditions contrary to the supplied care instructions, where this caused the damage.

• Are returned incomplete or without their included components.

• Have been damaged as a result of accidental breakage after delivery.

These exclusions apply only where the relevant damage or condition is attributable to the customer and does not arise from a defect or another circumstance for which Calyx Glass is legally responsible.

7. Return Procedure

All return requests should be submitted through our official customer service contact details.

Customers should include:

1. Full name.

2. Order number.

3. Date of purchase and delivery.

4. Reason for the return.

5. Supporting photographs or other relevant evidence, where applicable.

Calyx Glass will provide reasonable instructions regarding the return process, including the appropriate return address and any necessary packaging requirements.

Customers should package glass products securely to reduce the risk of additional damage during transport.

A return authorisation or inspection process is intended to facilitate returns and does not limit any statutory rights a customer may exercise.

8. Inspection and Assessment

Returned products may be inspected to establish their condition and, where relevant, the nature and likely cause of a reported defect or damage.

An inspection may consider:

• The condition of the glass and liquid housing.

• Signs of impact, tampering or unauthorised modification.

• Whether the reported issue is consistent with a manufacturing defect.

• Whether the product corresponds to the original order.

Where a claim is rejected, Calyx Glass will provide the customer with a reasonable explanation of the decision.

Inspection will not be used to delay a refund or other remedy beyond the time permitted by law. A customer will not lose a valid statutory remedy merely because the product has been used to a reasonable extent necessary to identify a defect.

9. Refunds

Approved refunds will be made using the original payment method wherever reasonably practicable and legally permissible.

If the original payment method is unavailable, an alternative method may be agreed with the customer.

Refund processing times may depend on the payment provider and the customer's financial institution. Calyx Glass will initiate approved refunds within the applicable statutory time limits.

No administrative, inspection or restocking fee will be charged where such a fee is prohibited by law.

For voluntary returns that are not covered by statutory rights, any agreed deductions or return costs will be disclosed before the return is accepted.

10. Exchanges

Customers may request an exchange, subject to product availability and the nature of the claim.

Exchanges for change-of-mind purchases are voluntary and subject to the applicable voluntary return conditions.

Where a product is defective or otherwise qualifies for a statutory remedy, an exchange will not be imposed in place of another remedy the customer is entitled to choose under the law.

Any price difference for a voluntary exchange must be agreed upon before the exchange is processed.

11. Orders Not Yet Dispatched

Customers wishing to cancel an order before dispatch should contact Calyx Glass as soon as possible.

Where an order has not yet been dispatched, we will make reasonable efforts to stop fulfilment and process a cancellation where legally required or otherwise agreed.

Cancellation of an order does not affect any statutory cancellation rights that may apply after dispatch or delivery.

12. Delivery and Return Costs

Responsibility for delivery and return costs depends on the reason for the return and the applicable legal provisions.

In general:

• Statutory defective-product returns will be handled at Calyx Glass's risk and expense where required by law.

• Statutory ECTA cooling-off returns may be subject to the direct return costs permitted under that Act.

• Voluntary change-of-mind returns outside statutory rights may be subject to customer-paid return shipping, if agreed in advance.

We will not charge customers costs that are prohibited by applicable law.

13. Complaints and Disputes

Customers who are dissatisfied with a return, refund or exchange decision may contact Calyx Glass to request a review.

We will make reasonable efforts to resolve complaints fairly and promptly.

Nothing in this policy prevents a customer from exercising their rights through the National Consumer Commission, a competent consumer tribunal, a court or another legally available dispute-resolution process.

14. Contact Details

For all refund, return and exchange enquiries, please contact:

Business: Calyx Glass
Email: [Insert official customer service email]
Telephone: [Insert business telephone number]
Return address: [Insert verified business return address]

Please include your order number in all correspondence relating to a purchase.

15. Amendments to This Policy

Calyx Glass reserves the right to amend this policy when reasonably necessary, including to reflect changes in its operations or applicable legislation.

Any amendment will apply prospectively and will not retrospectively remove rights that a customer acquired under an earlier transaction or under applicable law.

Calyx Glass — Calm is a Reading, not a promise.