Refund Policy

Refund & Return Policy

Mosselbaai modehuis is committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, please review our return policy below.

Return Period

Customers may request a return within 30 days from the delivery date.

Conditions for Returns

To be eligible for a return, the following conditions must be met:

  • The item must be unused, unworn, undamaged, and returned in its original packaging.

  • Personalized, custom-made, or engraved products (such as items with names, dates, or photos) are non-refundable, except in the case of manufacturing defects.

  • Return shipping costs are the responsibility of the customer, except where the item received is defective, damaged, or incorrect.

Non-Returnable / Non-Refundable Items

The following items are not eligible for returns or refunds:

  • Custom-made or clearly personalized products (e.g., engravings, photos, names)

  • Products damaged due to misuse, improper handling, or negligence

  • Return requests made after 30 days from the delivery date

Return Procedure

To initiate a return, please contact us by email at:

📧 info@mosselbaai-modehuis.co.za

Please include the following information in your message:

  • Order number

  • Full name

  • Reason for return

  • Photos (if the product is defective or damaged)

Once we receive your request, we will provide you with return instructions and the return address.

We strongly recommend using a trackable shipping service, as Mosselbaai modehuis is not responsible for lost or undelivered return packages.

Return Shipping Costs

Return shipping costs are the responsibility of the customer, except in cases where:

  • The item is defective

  • The item was damaged upon arrival

  • You received the wrong product

In these cases, we will cover the return shipping costs.

Defective or Damaged Products

If you receive a defective or damaged product, please notify us within 30 days of delivery.

Once confirmed, we will offer:

  • A free replacement, or

  • A refund, if replacement is not possible

Exchanges

At this time, we do not offer direct exchanges. If you would like a different item, we recommend returning the original item (if eligible) and placing a new order.

Refunds

After we receive and inspect your returned item, you will receive an email confirming whether your refund has been approved or denied.

If approved:

  • Refunds will be issued to your original method of payment

  • Processing time is up to 10 business days

Please note that your bank or payment provider may require additional time to process the refund.

Contact Us

We value every customer and are always happy to assist you.

If you have any questions, feedback, or need support, please contact us:

📧 Email: info@mosselbaai-modehuis.co.za

🕒 Customer Service Hours

Monday – Friday: 9:00 AM – 5:00 PM
Saturday & Sunday: Closed

We typically respond to emails within 24 business hours.