Returns, Exchanges & Refunds Policy

At MoodCo, we want you to be happy with your purchase. This policy explains our approach to returns, exchanges, refunds and defective products across our range of jewellery, bath and body products, candles, bath salts, bath bombs, gift boxes, accessories and other products sold through MoodCo.

Nothing in this policy is intended to limit or exclude any rights you may have under applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008 (CPA).

1. Change-of-Mind Returns

Subject to applicable law and the exclusions set out in this policy, you may request a return within 14 days of delivery where the return is permitted by law and this policy.

For a change-of-mind return, the product must generally:

• Be unused and, where applicable, unworn.

• Be returned in its original condition.

• Include its original packaging, tags, labels and protective materials where applicable.

• Not show signs of damage, misuse, alteration or excessive wear.

• Be returned with all components, accessories or items originally supplied with the product.

The customer is responsible for reasonable return shipping costs associated with a change-of-mind return, unless applicable law provides otherwise.

Once the returned product has been received and inspected, MoodCo will process the applicable refund or exchange in accordance with this policy and applicable law.

2. Hygiene-Sensitive Products

Certain products cannot reasonably be returned after being opened, used or worn for hygiene or health reasons.

This may include, depending on the product:

• Earrings that have been worn.

• Certain body-care or skincare products that have been opened or used.

• Bath and body products where the seal or protective packaging has been opened.

• Other products that are specifically identified as non-returnable due to hygiene considerations.

This does not affect any rights you may have where a product is defective, unsafe, incorrectly supplied or otherwise covered by applicable consumer-protection legislation.

Where a product has been supplied sealed for hygiene reasons, customers should not open the product if they intend to return it due to a change of mind.

3. Candles, Bath & Body Products and Self-Care Products

For products such as candles, bath bombs, bath salts, body-care products, skincare products and other consumable or personal-care items, returns due to change of mind may be subject to the product remaining unused, unopened and in its original condition.

Products that have been used, partially consumed, melted, damaged or otherwise altered after delivery may not qualify for a change-of-mind return, subject to applicable law.

Candles and other products that may be affected by heat should be stored appropriately after delivery. Damage caused by exposure to excessive heat, direct sunlight or other unsuitable storage conditions may not be considered a product defect.

4. Jewellery Returns

Jewellery returned due to a change of mind must:

• Be unused and unworn.

• Be returned in its original condition.

• Include original packaging, tags and protective materials where applicable.

• Not show signs of damage, alteration, resizing or excessive wear.

Earrings

For hygiene reasons, earrings that have been worn cannot be returned or exchanged due to a change of mind.

This does not affect your rights where earrings are defective, unsafe, incorrectly supplied or otherwise covered by applicable law.

Plated Jewellery

Plated jewellery may naturally change in appearance over time through normal wear.

The lifespan of a plated finish depends on factors including frequency of wear, contact with water, sweat, perfumes, lotions, chemicals and other environmental conditions.

Normal fading, tarnishing, scratching or deterioration caused by ordinary use or exposure to external factors is not necessarily considered a manufacturing defect.

5. Personalised, Custom or Special-Order Products

Personalised, customised or specially made products may not be eligible for return or exchange due to a change of mind where the product has been made specifically according to the customer's requirements.

This may include personalised jewellery, engraved products or other items produced specifically for an individual customer.

This does not affect any rights you may have where the product is defective, unsafe, incorrectly supplied or otherwise covered by applicable consumer-protection legislation.

6. Gift Boxes & Bundles

Where a product is purchased as part of a gift box, bundle or collection, the return may need to include the complete set of products originally supplied.

Individual items from a gift box or bundle may not be eligible for a separate change-of-mind return where the products were sold together as a package.

Where one or more products within a gift box or bundle are defective or incorrectly supplied, please contact MoodCo so that we can assess the issue and provide an appropriate remedy where required.

7. Damaged, Defective or Incorrect Products

If your order arrives damaged, contains a defective product, or you receive an item that is different from what you ordered, please contact MoodCo as soon as reasonably possible.

Where possible, please provide:

• Your order number.

• A description of the problem.

• Clear photographs showing the damage, defect or incorrect product.

• Photographs of the packaging where relevant.

MoodCo may inspect the product to determine whether the issue is consistent with a manufacturing defect, shipping damage, incorrect fulfilment, normal wear and tear, accidental damage, misuse or another cause.

Where a qualifying defect or other issue is confirmed, MoodCo will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include a repair, replacement, refund or other remedy required by law.

Customers should not attempt to repair, modify or alter a product before contacting MoodCo regarding a suspected defect, as this may affect our ability to assess the original issue.

8. Damage Caused by Misuse or Improper Care

MoodCo is not responsible for damage caused by improper use, accidents, impact, modification, attempted repairs, failure to follow product care instructions or exposure to substances or conditions that may damage the product, except where applicable law provides otherwise.

Depending on the product, this may include:

• Pulling, catching or excessively stretching jewellery chains.

• Excessive force or impact.

• Sleeping while wearing delicate jewellery.

• Swimming, bathing or showering while wearing jewellery.

• Exposure of jewellery to perfumes, lotions, chemicals or cleaning products.

• Exposure of candles or other products to unsuitable temperatures.

• Attempted repairs or alterations by third parties.

• Improper storage.

• Other accidental or improper use.

9. Jewellery & Product Care

Customers are responsible for following reasonable care instructions supplied with products.

For jewellery, we generally recommend:

• Removing jewellery before showering, swimming or bathing.

• Avoiding prolonged contact with water.

• Avoiding direct contact with perfumes, lotions, creams, hairspray and chemicals.

• Removing jewellery before exercising or activities involving excessive sweating.

• Storing jewellery in a clean, dry place when not being worn.

• Keeping jewellery separate to reduce scratching and tangling.

• Avoiding unnecessary rubbing, pulling or impact.

For candles, bath products, body products and other products, customers should follow any specific care, storage and safety instructions supplied with the product.

10. Lost or Stolen Products After Delivery

Once an order has been successfully delivered to the delivery address provided by the customer, MoodCo is not responsible for products that are subsequently lost, misplaced or stolen.

Customers are responsible for providing an accurate and secure delivery address and, where applicable, ensuring that someone is available to receive the delivery.

Where an order is lost or damaged during delivery before successful delivery, MoodCo will work with the applicable delivery provider to investigate the matter and determine the appropriate remedy in accordance with applicable law.

11. Exchanges

Where permitted, exchanges are subject to product availability.

The returned product must meet the applicable return conditions before an exchange can be processed.

If the requested replacement product is unavailable, MoodCo may offer an alternative remedy, including a refund where applicable.

Where the replacement product has a different price, any applicable difference will be handled in accordance with the circumstances of the exchange and applicable law.

12. Refunds

Where a refund is approved, it will generally be processed using the original payment method where reasonably possible.

The time taken for a refund to reflect may depend on the payment provider or financial institution.

Where permitted by law, MoodCo may wait until returned products have been received and inspected before processing a refund.

Any refund will be subject to applicable legal requirements and the specific circumstances of the return.

13. Products Damaged After Delivery

Customers should inspect their order after delivery and contact MoodCo if there appears to be any damage, defect or incorrect item.

Damage occurring after delivery as a result of misuse, accidental damage, improper storage, normal wear and tear or failure to follow applicable care instructions may not qualify for a refund or replacement, subject to applicable law.

This does not affect any statutory rights relating to defective products.

14. How to Request a Return

To request a return, exchange or refund, please contact us at:

Email: support@moodco.co.za

Please include:

• Your order number.

• The product(s) concerned.

• The reason for the return.

• Photographs where relevant.

• Any other information reasonably required to assess the request.

Please do not send products back without first contacting MoodCo and receiving return instructions.

15. Consumer Protection

Nothing in this policy is intended to exclude, restrict or waive any rights available to customers under applicable South African law.

This policy is subject to the Consumer Protection Act 68 of 2008 (CPA) and other applicable legislation.

Where any provision of this policy conflicts with a mandatory legal right or protection, the applicable law will prevail.

16. Contact Us

For questions regarding returns, exchanges, refunds, defective products or product care:

MoodCo
Email: support@moodco.co.za
Website: moodco.co.za