Return Policies & Procedures

This policy sets out the circumstances in which you can return goods to MUSTcara™ South Africa and preparing products for return

To ensure your request is processed expeditiously you are required to:  

• package your products safely for protection during transit;
• clearly mark your return reference number (to be provided by the MUSTcara™ South Africa) on the outside of the parcel; and
• include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decliner.

1. Unwanted products

1.1 Subject to clause 1.2, you can return an unwanted product, provided with in 7 (Seven) days:

• it is undamaged and unused, with the original labels/stickers still attached;
• it is not missing any accessories or parts; and
• the product is faulty or not in a working condition

1.2 The following products may not be returned:

• a health or hygiene product that has been opened, including water bottles, stress balls, and wipes;
• a beauty product or fragrance which has been opened and used;
• a product which has been personalised for you or made to your specifications

1.3 The unwanted product must be returned, at your cost, to the following address:

MUSTcara™ South Africa
154 Bendor

Overkruin

Heidelberg

1441

1.4 Once we have inspected the product and, we will refund you with the purchase price within 10 days of the return or exchange the product as per below.

Want to exchange?

1.5 Products can be exchanged for a different product or another size or variation of the product if available.  Any price difference will be borne by the customer. You will be refunded the difference in cost if the product you choose is of a lesser value than the product initially purchased.

Not what you ordered?

1.7 If the incorrect product is delivered to you, or it is not as described on the Website, please notify us and we will collect the product from you at no charge within the Republic of South Africa. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below.

1.8 Once we have inspected the product and validated your return, we will at your choice either deliver the correct product to you as soon as possible (if available); or refund the purchase price within 10 days of the return.

2. Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 (Seven) days of such delivery / collection by logging a return via Email.

Send the product to us at your own cost. Once we have inspected the product and validated your return, we will, at your choice, replace the product as soon as possible (if we have the same product in stock) or refund you.

3. Defective products

We do our best to ensure that our products are of a high quality, in good working order and without defects.

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 3:

• faults resulting from normal wear and tear;
• damage arising from negligence, user abuse or incorrect usage of the product (whether intentional or accidental);
• sea air corrosion;
• damage arising from alterations to the product;
• where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you;

4. Standard Warranty

If you received a product which is defective or otherwise of poor quality, please notify us within 7 (Seven) days of the date of delivery / collection of the product.

You can do so by logging a return via Email, and you will send the product to us at your own cost. Once we have inspected the product and validated your return, we will, at your choice, replace the product if we have the same product in stock to use as a replacement or refund you. If the replacement takes longer than 21 days, we will contact you to determine if you would prefer a refund.

Unfortunately, we cannot accept returns after 7 (Seven) days period due to the nature of the product.

6. Bundles

A bundle consisting of products that we (as provided on our website) have combined together in a single bundle is subject to certain terms. All returns relating to bundles are subject to the terms of this Policy as read with the following provisions:

• Bundle Deal –May return a Bundle Deal as a whole or any of its component products individually to us. If a customer qualifies for a credit in respect of any component product, MUSTcara™ South Africa will refund the actual purchase price (after applying any applicable saving or discount) you paid for such a product as displayed in the order history.
• Pre-packed Bundle – Unless otherwise indicated, return of a Pre-packed Bundle will only be accepted if all of its component products are return.

7. Charges and refunds

In the event a product is a returned without all of the accessories and parts that were sold with that product, MUSTcara™ South Africa is entitled to (subject to applicable law) refuse the return, or only to replace the item that did return; or to estimate the value of the missing accessories and parts and to refund in respect of the returned item only.

If you return a product that does not comply with this Policy, you may be liable to the cost of having the product returned to you.

Please note that refunds will be made via Instant EFT or will be refunded to your nominated bank account.