Complaints Handling Policy
Last updated: 1 January 2026
Editable content notice. This page is maintained by the iscricrass.com team to help South African customers understand our website and shopping experience. It is provided for information only and does not replace independent legal advice.
1. Our commitment
We take every complaint seriously and aim to resolve them fairly, quickly and transparently, in line with the Consumer Protection Act and National Consumer Commission (NCC) guidelines.
2. How to lodge a complaint
- Email [email protected] or use the contact form.
- Include your order number, a clear description of the issue and any supporting photographs or documents.
- We will send you a written acknowledgement within 2 working days and a unique complaint reference number.
3. Investigation
Your complaint will be reviewed by a member of our customer care team. If additional information is required, we will contact you. We aim to provide a final response within 10 working days of acknowledgement. Complex cases may take up to 30 days, in which case we will keep you updated.
4. Possible outcomes
- A repair, replacement or refund (see Returns and Refunds Policy).
- A written explanation and, where appropriate, a goodwill gesture.
- A referral to our senior management team for further review.
5. If you are not satisfied
If we are unable to resolve the matter to your satisfaction, you may escalate the complaint to:
- Consumer Goods and Services Ombud (CGSO) — www.cgso.org.za · 0860 000 272
- National Consumer Commission (NCC) — www.thencc.gov.za
6. Record keeping
We keep a record of complaints for at least three (3) years to help us improve our products and service.