Refund policy

MYNE Refunds & Exchanges Policy (South Africa)

Last updated: 14 January 2025
Contact: ShopWithMYNE@gmail.com

1) Your rights under South African law

This policy follows South African consumer laws, including the Consumer Protection Act (CPA) and, for online purchases, the Electronic Communications and Transactions Act (ECTA). Nothing here takes away rights you have under these laws.

2) Faulty, unsafe, or defective goods

If goods are defective/unsafe or don’t meet the CPA’s quality standards, you may return them within 6 months of delivery.

You may choose one of the following remedies:

  • Repair, or

  • Replacement, or

  • Refund.

This return is at our risk and expense (we cover reasonable return/collection costs for valid CPA defect returns).
If we repair an item and it fails again within 3 months after the repair, you may request a replacement or refund.

3) Online “cooling-off” cancellation

For qualifying online purchases, you may cancel without reason and without penalty within 7 days after receiving the goods.

  • The only charge allowed is the direct cost of returning the goods.

  • Refunds must be made within 30 days of cancellation.

ECTA exceptions apply for certain goods/transactions (for example, some customised/personalised goods and other listed exceptions).


4) Direct marketing “cooling-off” (Consumer Protection Act - only if applicable)

If you bought as a result of direct marketing, you may cancel within 5 business days of the later of the transaction date or delivery date.

If cancellation is valid, we must refund within 15 business days (timing can depend on whether goods were returned).

Exchanges

5) Exchanges (only where required by law)

We offer exchanges only in these cases:

  • Defective/unsafe goods (CPA), or

  • Incorrect/missing items supplied (error on fulfilment).

If you want a different colour/size/style because you changed your mind, that is handled only through your ECTA cooling-off right (where applicable): you may cancel within 7 days and place a new order.

Delivery issues and what we’ll need 

Because we use a fulfilment partner, certain outcomes depend on carrier tracking and evidence the third-party fulfilment partner requires.

6) Delayed orders

Our third-party fulfilment partner treats an order as “delayed” for dispute purposes when it has no tracking updates / is in transit / pending / expired after 60 days from the date it left their warehouse (different timelines may apply for certain destinations/methods). We’ll help you open a dispute and pursue a refund/resend where our supplier allows.

7) Marked “Delivered” but you didn’t receive it

Our third-party fulfilment partners generally won’t approve a refund/resend if tracking shows delivered unless there is a non-delivery confirmation from the local post office with an official seal (or equivalent proof). If this happens, contact us immediately and we’ll guide you on the proof needed so we can lodge the dispute.

8) Address issues, unclaimed parcels, and “return to sender”

If tracking shows an address issue / not collected / refused / no safe location / customs issues, the courier may attempt delivery and then hold it at a local depot/post office for collection. If it’s not collected, it may be returned. third-party fulfilment partner notes they don’t take responsibility for loss during the return process, and if returned items make it back to China, they may place them into the store owner’s private inventory and not refund.
So please ensure your delivery details are correct and respond quickly to any courier/post-office messages.

9) Damaged items

Our third-party fulfilment partner may offer refunds/replacements for items damaged in transit (especially if badly damaged), but they require evidence such as photos/video. Please understand that minor cosmetic shipping wear may not qualify. Contact us as soon as possible with clear photos/video so we can submit the dispute.

10) Incorrect or missing items

Our third-party fulfilment partners. states they handle incorrect/missing items through their dispute process (refund/replacement/partial refund depending on the issue). Contact us with photos and we’ll lodge the claim.

How to request a return/refund

11) Start a request

Send us:

  1. Order number
  2. Reason (CPA defective / ECTA cancellation / incorrect/missing / delivery issue)
  3. Photos/video (if damaged/incorrect)
  4. Any tracking screenshots/updates

We’ll reply with next steps and, if needed, return instructions.

Refund method

12) How refunds are paid

Refunds are processed to the original payment method unless law allows/you agree otherwise. Where the CPA/ECTA requires a refund, we will follow the legally required timeframes.