Refund policy

REFUND & RETURNS POLICY

OVERVIEW

At Mona-Me, we take great care in creating and curating our garments. As many of our items are handmade, made in limited quantities, or produced to order, we ask that you read this policy carefully before making a purchase.

This Refund & Returns Policy forms part of our Terms of Service.

ELIGIBILITY FOR RETURNS

In accordance with the South African Consumer Protection Act (CPA), customers are entitled to return goods only if the item is:

  • Defective

  • Damaged

  • Incorrectly supplied

  • Not as described

Returns must be requested within 7 days of receiving your order.

To be eligible for a return:

  • The item must be unworn, unused, and in original condition

  • All tags and packaging must be intact

  • Proof of purchase is required

NON-RETURNABLE ITEMS

The following items are not eligible for return or refund unless faulty:

  • Made-to-order or custom garments

  • Altered garments

  • Sale or discounted items

  • Items damaged due to wear, misuse, or incorrect care

Due to hygiene reasons, we do not accept returns on items that have been worn, washed, or altered after delivery.

FIT, SIZING & EXPECTATIONS

Please note that sizing, fit, and personal preference are not considered defects. We encourage customers to review sizing information carefully and contact us prior to purchasing if clarification is needed.

Minor variations in colour, fabric, texture, or finish may occur due to the handmade nature of our products and are not considered defects.

RETURN PROCESS

To request a return, please email us at shop@moname.co.za with:

  • Your order number

  • A brief description of the issue

  • Clear photographs where applicable

Once your return is approved, you will receive return instructions. Items returned without approval may not be accepted.

REFUNDS

If a return is approved, refunds will be processed once the item has been received and inspected.

Approved refunds will be issued:

  • To the original payment method

  • Within 7–10 business days of approval

Shipping costs are non-refundable unless the return is due to an error on our part.

EXCHANGES

Exchanges are subject to product availability. If an exchange is not available, a refund or store credit may be offered at our discretion.

SHIPPING COSTS

Customers are responsible for return shipping costs unless the item is faulty or incorrect. We recommend using a trackable shipping service, as Mona-Me cannot be held responsible for lost return parcels.

DAMAGED ITEMS

If your order arrives damaged, please notify us within 48 hours of delivery, including photographs of the damage and packaging. Failure to report damage within this timeframe may affect eligibility for a return.

CONTACT INFORMATION

For any questions regarding returns or refunds, please contact:

Mona-Me
Email: shop@moname.co.za
Phone: +27 73 033 9664