Refunds & Exchanges
Contact us within 7 days of receiving your order at hallo@mybrandshop.co.za. Quote your order number and full name, and explain the reason (include photos for faulty items). You then have a further 7 days to return the item(s).
Items must be returned in the condition you received them, with all tags still attached and original packaging included where applicable. The item must be unassembled, unused, and in sellable condition.
Custom and made-to-order products
Custom designed and made-to-order products (including personalised items with your requested text, colours, or designs) are final sales. We cannot accept returns, cancellations, or exchanges on custom orders unless there is a manufacturer flaw. We go through an approval process before production to ensure you are satisfied.
How to return
You are responsible for return shipping costs (typically matching the relevant shipping option used, e.g. R79–R130 depending on the service), which will be deducted from your refund. Pack the item including all packaging you received it with. We will arrange for our courier to collect the item on a date that is prior arranged and confirmed to be suitable for you.
You will receive an email confirming that we have received your return and that you have been credited. Please allow between 3 and 10 working days for your bank to complete the transaction, depending on their processing time.
Late returns
Returns for a refund must be requested within seven days of receiving your order. For returns received outside of this time frame, a store credit may be issued in the form of a gift card within 4 weeks of purchase. Eligibility for a late return will be handled on a case-by-case basis. If the product is returned outside of the 4-week period, we cannot offer a gift card. We do not accept returns or exchanges for any reason 30 days after delivery.
Exchanges
If you would like to exchange for another product, we will issue you with a gift card for the value of the item(s) returned and you can place a new order.
Receiving a refund
Your refund will be credited to match the original payment price. This will exclude shipping costs (with the exception of faulty items if applicable).
Faulty goods
Goods are classified as faulty if they are received damaged. Personally inspect packaging on delivery and note any damage on the receiving ticket before signing for it. If you have not opened the packages, please write the words “unchecked” next to your name on the waybill.
Please report any shortages or damages within 24 hours from the time of receiving your merchandise in writing via email. Explain the problem or defect and include any photographs if possible so that we may best assist you. It may be that only a replacement part is required instead of shipping the complete product back to us, which will be issued at our own discretion.
Damaged items as a result of wear and tear are not considered to be faulty. Please contact us within 24 hours of receiving your order if your item has been delivered in a faulty state. Queries placed outside of this timeframe may not qualify for a refund. If we receive notification within this time frame (24 hours), we will process an exchange for any faulty item received.
Replacements can only be made once we have determined that there was a manufacturer defect or damage caused during transit.
If you receive a faulty item, we will arrange a pick-up of this item free of charge and arrange for a replacement to be sent or a refund to be processed. If the pick-up is agreed and you are not at the premises when the courier arrives, you will be charged a fee equivalent to the relevant shipping option as well as the pick-up cost. Any future pick-ups will be at the customer’s cost.
All custom-made orders are made especially for you and are therefore final sales. We cannot accept returns, cancellations, or exchanges on custom orders unless there is a manufacturer flaw.
Please contact us with any queries on hallo@mybrandshop.co.za or 063 664 5633.