Thank you for shopping with MattHallow. We want you to be satisfied with your purchase. This Refund and Returns Policy explains how returns, exchanges, and refunds are handled.
1. Returns Eligibility
You may request a return or exchange if:
The item is defective, damaged, or incorrect
The item is unused and in original condition
The item includes original tags and packaging
The return request is made within 8 days of delivery
We reserve the right to refuse returns that do not meet these conditions.
2. Non-Returnable Items
The following items may not be eligible for return:
Worn or used clothing
Items without original tags
Sale or clearance items
Gift cards
Underwear or hygiene-related items
3. Incorrect or Damaged Orders
If you receive:
The wrong item
A damaged item
A defective product
please contact us within 48 hours of receiving your order with:
Your order number
Photos of the item
A description of the issue
We will assess the issue and arrange a replacement or refund where applicable.
4. Refunds
Once your return is received and inspected:
Approved refunds will be processed to the original payment method
Refund processing times may vary depending on your bank or payment provider
Shipping fees are generally non-refundable unless the return is due to our error.
5. Exchanges
We may offer exchanges for:
Different sizes
Defective products
Incorrect items
Exchanges are subject to stock availability.
6. Return Shipping
Customers may be responsible for return shipping costs unless:
The item was defective
The wrong item was sent
The product arrived damaged
We recommend using a tracked courier service when returning items.
7. Cancellations
Orders may only be cancelled before they have been shipped.
Once an order has been dispatched, it must follow the normal returns process.
8. Consumer Rights
This policy operates in accordance with applicable South African consumer protection laws, including the Consumer Protection Act (CPA).
Nothing in this policy limits your legal rights under South African law.
