Returns & Exchanges

Not completely satisfied with your order or experiencing an issue with an item? At MAHEZA, our customer support team is here to help.

Return requests must be submitted within 30 days of receiving your order.

To request a return, exchange, or report an issue, please contact:

📧 support@MahezaJohannesburg.com

Please contact us before returning any item. Unauthorized returns may not be accepted or processed.

1. Returns & Eligibility

Return Eligibility

To be eligible for a standard return:

  • The request must be submitted within 30 days of delivery

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

  • All original packaging, tags, accessories, and included items must be present

  • The item must not show signs of wear, use, alteration, washing, or customer-caused damage

  • The return must be authorized by our customer support team before shipment

Items that do not meet these conditions may be refused or may not qualify for a refund.

Non-Returnable Items

For hygiene, safety, or promotional reasons, the following items generally cannot be returned or exchanged:

  • Swimwear

  • Jewelry

  • Undergarments and intimate items

  • Items marked Final Sale

  • Specially discounted additional items or promotional offers where the non-returnable condition was clearly stated at the time of purchase

  • Items that have been worn, washed, altered, or damaged after delivery

If a non-returnable item arrives damaged, defective, or incorrect, please contact our customer support team so we can review the issue and determine an appropriate resolution.

2. How to Make a Return

Step 1: Contact Us

Email support@MahezaJohannesburg.com before returning your item.

Please provide:

  • Your order number

  • The item you wish to return

  • The reason for the return

  • Photos where necessary to help us review your request

Do not send the item back before receiving return authorization and instructions from us.

Step 2: Receive Return Instructions

If your return request is approved, our customer support team will provide the applicable return instructions and a return form where required.

Our designated return facility may be located in Hong Kong or mainland China, depending on the product and order.

The authorized return address may be different from the address shown on the original package.

Do not return an item to the original sender's address unless specifically instructed to do so by our customer support team.

Step 3: Ship Your Return

For standard returns due to personal preference, fit, size selection, colour preference, change of mind, or another reason unrelated to an error with the order:

  • The customer is responsible for arranging and paying for return shipping

  • A shipping method with tracking must be used

  • Any applicable customs duties, taxes, brokerage fees, or similar return charges must be prepaid by the customer

  • The item must be securely packaged

  • The completed return form must be included where requested

  • Proof of shipment and tracking information should be retained until the return has been completed

We do not provide prepaid return labels for standard returns.

We cannot guarantee receipt of packages returned without tracking and cannot take responsibility for return parcels lost while being shipped through a service independently selected by the customer.

Return shipping costs and other independently incurred return expenses are generally non-refundable.

Step 4: Inspection & Refund Processing

Once an authorized return reaches our designated return facility, it will be inspected.

If the return is approved following inspection, the applicable refund will normally be processed to the original payment method within up to 7 business days.

Your bank, card issuer, or payment provider may require additional time to reflect the transaction.

Items returned worn, washed, used, altered, incomplete, damaged, or otherwise outside the approved return conditions may be refused or may receive an adjusted refund depending on their condition.

Original shipping charges and additional delivery services are generally non-refundable.

3. Damaged, Defective, Incorrect or Quality-Issue Items

If your item arrives damaged, defective, incorrect, or you believe there is a significant material or quality issue, please contact us as soon as possible after receiving your order.

For faster assistance, we recommend reporting the issue within 48 hours of discovering it.

Please provide:

  • Your order number

  • A clear description of the issue

  • Clear photos showing the complete item and affected area

  • A short video where reasonably necessary to demonstrate the issue

  • A photo of the shipping label or packaging if you received an incorrect item

We may request additional photos or information where reasonably necessary to properly review the claim.

Please do not return, discard, alter, wash, repair, or otherwise modify the item before our team has reviewed the issue.

How Product Issues Are Resolved

Every product issue is reviewed individually based on the information provided, the nature of the issue, and the circumstances of the order.

Once reviewed, our customer support team will determine the most appropriate resolution.

Depending on the circumstances, this may include:

  • Replacement of the affected item

  • Exchange where appropriate

  • A refund adjustment

  • Another appropriate resolution based on the circumstances

A return is not automatically required for damaged, defective, incorrect, material, or quality-related claims.

Please wait for our instructions before sending anything back.

Return Shipping for Product Issues

Please do not independently return a damaged, defective, incorrect, or quality-related item unless specifically instructed to do so by our customer support team.

If a return is necessary, our team will provide the applicable return instructions and explain the shipping arrangements for that specific case.

A prepaid return label is not automatically provided for every product issue or claim.

Return postage or other expenses independently arranged without our prior authorization are not eligible for reimbursement.

4. What May Not Be Considered a Defect

Certain characteristics can occur naturally or as a result of photography, manufacturing, packaging, transportation, or the characteristics of the material and do not necessarily indicate a product defect.

These may include:

  • Minor colour differences caused by lighting, photography, or screen settings

  • Minor measurement variations resulting from manual measurement

  • Natural variations in texture, pattern, grain, or finish

  • Minor creasing or temporary misshaping caused by packaging or transportation

  • Minor finishing variations that do not materially affect the item's appearance or normal use

  • Normal wear and tear

  • Damage resulting from misuse, accidents, improper care, improper washing, alteration, or failure to follow available care instructions

Claims are assessed individually based on the nature and extent of the reported issue.

5. Size, Fit & Exchanges

Customers are responsible for reviewing the product description and available sizing information before placing an order.

If the correct item and size selected when ordering were delivered but the item does not fit as expected, this will generally be treated as a standard return or exchange request, rather than a product defect.

Standard return conditions and applicable return shipping costs will therefore apply.

If you received a size different from the size shown on your order confirmation, please contact us and report it as an incorrect-item issue.

Exchanges

Exchange requests must be submitted within the applicable return period and are subject to product availability.

For exchanges resulting from personal preference, fit, size selection, or colour preference, additional shipping costs may apply.

If an exchange relates to an incorrect item or a verified product issue, our customer support team will review the circumstances and provide the appropriate instructions.

6. Order Changes & Cancellations

Orders are processed quickly after they are placed. Please contact us as soon as possible if you need to request a change or cancellation.

  • Before processing: We will do our best to accommodate changes or cancellations.

  • Once processing has started: The order can no longer be cancelled, but certain changes, such as size or colour, may still be possible depending on fulfillment status.

  • Once shipped: The order can no longer be changed or cancelled.

A cancellation or modification is only confirmed once you receive confirmation from our customer support team.

Additional Items & Special Offers

From time to time, customers may be presented with an optional additional item or special offer during or after checkout.

These offers are optional and require customer confirmation before being added to the order. Once confirmed, the additional item is considered an authorized purchase and becomes part of the customer's order.

The price and applicable discount are displayed before confirmation. By accepting the offer, the customer confirms their selection and agrees to the purchase.

Confirmed additional items follow the same processing, cancellation, and return conditions as other items in the order. Any promotional or Final Sale conditions displayed when the offer was accepted will also apply.

Once processing has started, the additional item can no longer be cancelled, although certain product, size, or colour changes may still be possible before shipment.

If you believe an additional item was added in error, please contact our customer support team promptly so we can review the order and assist you.

7. International Returns & Shipping Responsibility

Our designated return facility may be located outside South Africa, including Hong Kong or mainland China.

International return shipping may therefore cost more than domestic shipping.

For standard customer-arranged returns:

  • Return shipping is the customer's responsibility

  • Tracked shipping is required

  • Applicable customs duties, taxes, brokerage charges, and similar return charges must be prepaid by the customer

  • Unauthorized cash-on-delivery (COD) returns will not be accepted

  • Independently arranged shipping expenses are not reimbursed unless specifically authorized in advance

Please always contact our customer support team before shipping a return to receive the correct return address and instructions.

8. Refused, Unclaimed & Undeliverable Packages

Customers are responsible for providing a complete and accurate shipping address and cooperating with reasonable delivery, carrier, or customs requirements.

A package may become undeliverable or be returned due to:

  • An incorrect or incomplete address

  • Refusal of delivery

  • Failure to collect the package

  • Multiple unsuccessful delivery attempts

  • Failure to respond to the carrier

  • Failure to complete required delivery or customs procedures

A refused, unclaimed, or undeliverable package is not automatically considered an approved return or cancellation.

If a parcel is returned to our facility and successfully received, our team will review the circumstances and determine the applicable next steps.

Additional shipping, handling, return, or redelivery costs may apply where the delivery failure resulted from information or actions attributable to the customer.

9. Delivery Delays

Delivery estimates are estimates and may occasionally be affected by circumstances outside our direct control, including:

  • Customs processing

  • Carrier delays

  • Weather conditions

  • Peak shipping periods

  • Local delivery disruptions

  • Remote delivery locations

  • Other transportation or logistical circumstances

If your order is experiencing an unusual delay, please contact our support team so we can review the tracking information and assist you.

A shipping delay does not automatically mean that a parcel has been lost.

10. Refund Processing

Where a refund or refund adjustment has been approved, it will be issued through the applicable original payment method.

Once processed by MAHEZA, additional processing time may be required by your bank, card issuer, or payment provider.

Original shipping charges, expedited delivery charges, international return shipping, customs charges, and other independently incurred expenses are generally non-refundable.

11. Return & Claim Misuse

We reserve the right to review return, replacement, exchange, and refund requests where there are reasonable indications of misuse or fraudulent activity.

This may include:

  • Returning an item different from the one purchased

  • Providing altered, incomplete, or misleading evidence

  • Falsely reporting an item as missing or incorrect

  • Intentionally damaging an item

  • Repeated misuse of return, replacement, promotional, or refund processes

Claims reasonably determined to involve fraud or misuse may be refused.

We may also restrict future purchases or services in cases of documented and repeated misuse of our policies.

12. Important Return Conditions

Please remember:

  • Always contact us before returning an item

  • Returns must receive authorization before shipment

  • Our return address may be different from the original sender's address

  • Our designated return facility may be located in Hong Kong or mainland China

  • Standard return shipping is arranged and paid for by the customer

  • Tracked shipping is required for customer-arranged returns

  • Applicable return customs charges must be prepaid

  • A product issue does not automatically require the item to be returned

  • A prepaid return label is not automatically provided for product claims

  • Refunds and other resolutions are determined after the applicable request has been reviewed

  • An exception or goodwill resolution offered for one order does not automatically apply to other orders

Contact Us

If you have questions about a return, exchange, product issue, or your order, please contact our customer support team:

📧 support@MahezaJohannesburg.com

We will review your request and provide the appropriate next steps.