Returns & Exchanges

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will replace it or credit your account, subject to the terms below. This policy applies to products bought from Mopani.

This policy forms part of the Mopani Terms and Conditions and words defined in the Terms and Conditions have the same meaning in this policy unless the context indicates otherwise. Nothing in this policy is intended to limit your statutory rights in any way.

Refunds will be processed via the original payment method used for your original order(s). If you paid using PayFast, or PayGate, you will need to provide your banking details during the refund process.

Once your refund request has been processed, funds may take 5 - 7 business days to reflect in your account and are subject to your bank's processing times.

Should you pay using Payflex we process the refund and once this is done it will reflect in your Payflex Wallet. You can use your Wallet balance against future Payflex purchases or withdraw the funds immediately into your account via the Payflex Customer Portal, after which the funds will reflect in your bank account within 24 hours.

In general, you can return an unwanted product to us at additional cost to you, provided:

it is undamaged and unused, with the original labels and stickers still attached;
it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable). Please refer to our FAQs for some examples;
it is not missing any accessories or parts;
it is not listed in section 2 - Products not eligible for return; and
you log a return on online@mopani.co.za within 30 days (or 7 days for products marked “Clearance/Sale”) of delivery to you or collection by you of the unwanted product. After 30 days (or 7 days for products marked “Clearance/Sale”), you can only return a product if it is defective within 6 months from delivery to or collection by you.

We will collect the product from you at an additional cost of R75 for metropolitan areas and R150 for non-metropolitan areas. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.

Once we have inspected the product and validated your return, we will send you a store credit voucher within 5 days of the return (or refund you if that is your preference). Keep in mind that refunds can take 5 - 10 working days to reflect in your account. We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.

Products can be exchanged for a different product provided that such variation is available, and is available at the same price as the product originally purchased. In such a case, We will collect the product from you at an additional cost of R75 for metropolitan areas and R150 for non-metropolitan areas. If such variation is not immediately available, we will send you a store credit voucher within 5 days of the return (or refund you if that is your preference) within 8 days of you logging the return.

We reserve the right to inspect the product to validate your return.

If we accidentally deliver the wrong product to you or if the product is not as described on the website (or if it is missing any accessories), please notify us on online@mopani.co.za with your #M order number and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or send you a store credit voucher within 5 days of the return (or refund you if that is your preference).

The following products are not eligible for a refund, exchange or credit:

electronic vouchers/ gift cards;
books;
intimates, sanitary goods, lingerie, or underwear;
jewelry for piercings;
a beauty product or fragrance which has been used;
foodstuff, beverages or other products intended for everyday consumption; or
products which have been personalised for you or made to your specifications, unless defective.

Should a product be damaged at the time of delivery / collection:
We understand that receiving a damaged item can be frustrating, and we strive to make the returns process as seamless as possible. In the unfortunate event that your item arrives damaged during, please follow the below steps:
1. Notification: Notify us of the damaged item within 30 days of receipt (7 days for promotional/sale items). You can reach out to our customer service team online@mopani.co.za with your #M order number.
2. Provide Photo Evidence: To initiate the returns process, we require photographic evidence of both the exterior of the damaged parcel as well as the interior packaging. This evidence aids in our investigation and ensures a swift resolution. Please ensure the photos are clear and accurately depict the extent of the damage.
3. Return Authorisation: Upon receipt of the necessary photo evidence, our team will assess the situation promptly and provide you with a return authorisation if deemed necessary.
4. Return Process: Once you have received the return authorisation, we will provide you with further instructions on how to return the item, including any necessary shipping labels or instructions.
5. Evaluation and Refund/Replacement: Upon receiving the returned item, our quality control team will conduct a thorough evaluation to verify the reported damage. Depending on the assessment, we will, at your choice, replace the product as soon as possible (if such repairs / replacement is possible) or send you a store credit voucher within 5 days of the return (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.

Please note the following important points:

Any damage incurred due to mishandling or misuse after receipt of the item will not be eligible for return or refund.

We reserve the right to refuse returns or exchanges if the damage is determined to be caused by factors beyond our control.

As authorised stockists, we do our best to ensure that the products we deliver to you are of a high quality and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under this section 4:

faults resulting from normal wear and tear;
damage arising from negligence, user abuse or incorrect usage of the product;
damage arising from electrical surges or sea air corrosion;
damage arising from a failure to adequately care for the product;
damage arising from unauthorised alterations to the product; and
where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.

If you have received a product which turns out to be defective, please notify us as soon as possible after you become aware of the defect, but in any event within 6 months after delivery / collection of the product (except in the case of an extended supplier warranty).

You can do so by emailing us on online@mopani.co.za with your #M order number, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, repair / replace the product (if such repair / replacement is possible) or send you a store credit voucher within 5 days of the return (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.

Please provide suitable packaging for returning the product (it need not be the original packaging), as well as all accessories that were sold with the defective item when you return it to us – regardless of whether you request a repair / replacement or a refund. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.

Where there is no extended supplier warranty period, unfortunately, we cannot facilitate returns that fall outside of the 6 months.

A product may have a supplier warranty that extends beyond the 6 months. If such a product turns out to be defective more than 6 months after delivery / collection, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the product.

You can do so by emailing us on online@mopani.co.za with your #M order number, and we will arrange to collect the product from you at no charge. Unfortunately, we cannot facilitate returns that fall outside of the extended supplier warranty period.

Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.

Please provide suitable packaging for returning the product, as well as all accessories that were sold with the defective item when you return it to us – regardless of whether you request a repair / replacement or a refund. Our courier reserves the right to refuse collection of a product that is not properly packaged for transport.

It is also important to note that it will be in the supplier or manufacturer’s discretion to repair or replace the item, or to refund you. Mopani is under no obligation to provide you with a credit, repair / replacement for any return logged after six months, as your remedy lies with the supplier or manufacturer.

There are two types of Coupons: A Coupon with a fixed amount of a discount, e.g., R100 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g., 10% off (“Percentage Coupon”).

Where you have used a Fixed Coupon to pay for an order, and you or Mopani later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this Policy, the value of the Fixed Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. Mopani may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Where you have used a Percentage Coupon to pay for an order, and you or Mopani later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this Policy, the value of the discount received using the Percentage Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will send you a store credit voucher within 5 days of the return (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. Mopani may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Wherever you have used a Voucher to purchase a product that you later return for a refund in accordance with this Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Voucher.

If you return a defective product to us, but you fail to return all of the accessories that were sold with that product, we are entitled (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and only to credit or refund you in respect of the returned item.

If you return items to us by mistake and you want these returned to you, you may be liable to reimburse Mopani for the cost of having the product returned to you.

If you return a product that does not comply with this policy, you may be liable to reimburse Mopani for the cost of collecting the product from you and the cost of having the product returned to you.