Refund policy

RETURN, REFUND & EXCHANGE POLICY

Mo’Mbongo Boetiek: Returns, Refunds & Exchanges.

At Mo’Mbongo Boetiek, we want you to be happy with your purchase. We carefully select our products and aim to provide accurate descriptions, photographs and product information.

This policy applies to purchases made through our online store and should be read together with our Terms & Conditions.

Nothing in this policy is intended to limit or exclude any consumer right that cannot legally be limited or excluded under South African law.

1. Change-of-mind returns

For eligible products, Mo’Mbongo Boetiek offers a 14-day return period, starting from the date the order is delivered to you.

To qualify for our voluntary 14-day change-of-mind return:

  • The return request must be submitted within 14 days of delivery.

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

  • Where reasonably applicable, the item should be returned with its original packaging, labels, tags, accessories and documentation.

  • Items must be in a condition that allows them to be resold.

  • Proof of purchase or the relevant order number must be provided.

Our 14-day change-of-mind policy is separate from and does not replace any statutory rights you may have under South African law.

2. Online cooling-off rights

Where applicable, consumers purchasing goods through an electronic transaction may have a statutory cooling-off right under section 44 of the Electronic Communications and Transactions Act 25 of 2002.

Where that statutory right applies, a consumer may cancel a qualifying transaction without giving a reason within seven days after receiving the goods.

Where permitted by law, the consumer is responsible only for the direct cost of returning the goods. Refunds for qualifying cancellations will be processed in accordance with applicable law.

Certain transactions and goods may be excluded from the statutory cooling-off right, including certain personalized or made-to-order goods and goods which, by their nature, cannot be returned.

3. Defective, damaged or incorrect products

If you receive:

  • a defective product;

  • a damaged product;

  • an incorrect product;

  • a product that does not correspond with what you ordered; or

  • a product that otherwise does not meet applicable consumer-law requirements,

please contact us as soon as reasonably possible.

Please provide your order number and, where appropriate, photographs or video showing the problem.

Where applicable, your rights under the Consumer Protection Act 68 of 2008 will apply.

For qualifying defective or non-conforming goods, section 56 of the CPA provides an implied warranty of quality and, within the statutory period, may entitle the consumer to return the goods at the supplier's risk and expense and choose an applicable remedy such as repair, replacement or refund.

4. Beauty, skincare and personal-care products

For hygiene and safety reasons, opened or used beauty, skincare, cosmetic, personal-care or similar products may not qualify for a change-of-mind return, subject to any rights that apply under South African law.

Where a product is defective, unsafe, incorrectly supplied or otherwise covered by a statutory consumer remedy, please contact us so that we can assess and resolve the matter appropriately.

5. Earrings and hygiene-sensitive jewelry

For hygiene reasons, certain earrings and other products intended for direct contact with the body may not be eligible for change-of-mind returns once opened or used.

This does not affect any statutory rights relating to defective or incorrectly supplied goods.

6. Custom and personalized products

Custom-made, personalized or made-to-order products are generally not eligible for change-of-mind returns where permitted by law.

Examples include:

  • personalized jewelry;

  • customized artwork;

  • personalized garments;

  • made-to-order crochet pieces; and

  • products specifically created according to a customer's specifications.

This exclusion does not apply where the product is defective, incorrectly supplied or otherwise subject to a statutory consumer remedy.

7. Handmade products

Handmade products may have minor variations in color, texture, pattern, dimensions or finish due to their handcrafted nature.

Where such variations are reasonably consistent with the product description and photographs, they will not necessarily constitute a defect.

However, this does not remove any consumer rights relating to defective or materially misrepresented goods.

8. Return shipping

For voluntary change-of-mind returns, the customer is responsible for the direct cost of returning the product to us.

For qualifying defective, damaged or incorrectly supplied goods, Mo’Mbongo Boetiek will handle return shipping in accordance with applicable law.

9. Refunds

Once an eligible return has been received and assessed, we will notify you whether the return has been approved.

Where a refund is approved, the refund will normally be made using the original payment method where reasonably possible.

The time it takes for the funds to appear in your account may depend on your bank or payment provider.

Where a refund is required by applicable law, the refund will be processed within the legally prescribed period.

10. Exchanges

Where appropriate, we may offer an exchange for another size, color or equivalent product.

An exchange may be subject to product availability.

If the replacement product is unavailable, we will discuss the available remedy with you.

11. How to request a return

To request a return, contact:

Email: mombongo2025@gmail.com
Order number: Please include your order number.

Please explain the reason for the return and provide photographs where the product is damaged or defective.