Refund policy
Returns and Refund Policy
At House of Mathebula, we want customers to be satisfied with their purchases. This policy explains how returns, exchanges and refunds are handled. Nothing in this policy limits any rights you may have under applicable South African consumer-protection legislation.
Change-of-Mind Returns
Where House of Mathebula accepts a return because you have changed your mind, you must contact us within 7 days of receiving your order.
To qualify for a change-of-mind return, the item must generally be unused, unworn, unwashed, undamaged and returned with its original tags and packaging.
Change-of-mind returns are subject to any rights and exceptions provided by applicable law.
Unless required otherwise by law or agreed by House of Mathebula, the customer is responsible for the cost of returning a change-of-mind item.
Defective, Damaged or Incorrect Goods
If you receive an item that is defective, damaged, unsafe, materially different from its description, or different from what you ordered, please contact us as soon as reasonably possible at hello@houseofmathebula.co.za.
For goods covered by the statutory warranty under the South African Consumer Protection Act, applicable consumer rights remain available for the legally prescribed period. Where the requirements of the Act are met, the customer may be entitled to a repair, replacement or refund, as provided by law.
A request will not be rejected merely because it was not reported within 48 hours if the customer still has a valid statutory right.
How to Request a Return
Email hello@houseofmathebula.co.za and include:
your order number, the item you wish to return, the reason for the return, and photographs where the item is damaged, defective or incorrect.
We will review the request and provide the appropriate return instructions.
Return Shipping
For approved change-of-mind returns, return shipping costs are generally the customer's responsibility unless otherwise agreed.
Where goods are defective, damaged, incorrect or otherwise qualify for return at the supplier's risk and expense under applicable law, House of Mathebula will handle the return in accordance with those legal requirements.
Refunds
Once a returned item has been received and, where appropriate, inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method where reasonably possible. The time taken for the funds to appear may depend on the payment provider or financial institution.
Exchanges
Where an exchange is approved, it is subject to availability. If a suitable replacement is unavailable, an alternative remedy may be offered in accordance with this policy and applicable law.
Items That Cannot Normally Be Returned for Change of Mind
Certain products may not qualify for change-of-mind returns where they have been worn, washed, altered, damaged after delivery, or where applicable law permits an exclusion for reasons such as hygiene or customisation.
These exclusions do not remove statutory rights relating to defective, unsafe, damaged or incorrectly supplied goods.
Customs and Import Charges
Customs duties, import VAT or courier clearance charges paid by the customer are imposed by third parties. Whether any such amount can be recovered following a return will depend on the relevant customs authority, courier or clearance agent and is not automatically refundable by House of Mathebula.
Contact
For return, refund or exchange queries, contact:
House of Mathebula
A trading name of Gap Digital Group (Pty) Ltd
Email: hello@houseofmathebula.co.za