Refund policy

Refund & Cancellation Policy

Last updated: August 2026

At Moon & Mallow, each order is prepared with care. We want you to be happy with your purchase and will always try to assist where reasonably possible.

Cancellations

If you would like to cancel an order, please contact us as soon as possible at hello@moonandmallow.co.za.

If your order has not yet been processed, made, packed or dispatched, we will do our best to accommodate the cancellation.

Orders that have already been dispatched cannot be cancelled and will need to be handled as a return where applicable.

Custom, personalised or made-to-order products that have already entered production may not be eligible for cancellation, subject to applicable South African consumer protection legislation.

Returns

If you would like to request a return, please contact us with your order details and reason for the return.

Products should be returned unused, unworn and in their original condition and packaging where reasonably possible.

For hygiene reasons, certain products such as earrings may not be eligible for return where they have been worn or used, except where the product is defective or where otherwise required by law.

Damaged or Incorrect Items

Please contact us as soon as possible if your order arrives damaged, defective or if you have received an incorrect item.

Where possible, please include your order number and photographs of the product and packaging so that we can investigate and assist you.

Where an item is confirmed to be defective or incorrect, we will provide an appropriate remedy in accordance with applicable South African consumer protection legislation.

Handmade Products

Please remember that many Moon & Mallow products are handmade.

Small differences in shape, colour, texture, pattern or finish may occur between individual products. These natural handmade variations are not normally considered defects.

Refunds

Once an approved return has been received and inspected, we will notify you regarding the outcome.

Approved refunds will be processed using an appropriate payment method. The time taken for funds to reflect may depend on the relevant bank or payment provider.

Delivery or return shipping costs may not be refundable where a customer has simply changed their mind, subject to any rights available under applicable South African law.

Consumer Rights

Nothing in this policy is intended to limit any rights or remedies available to customers under the Consumer Protection Act 68 of 2008 or other applicable South African legislation.