Returns & Refunds Policy

We want you to be happy with your order. This policy explains when and how you can return items and receive a refund, including your rights under the Consumer Protection Act (CPA).

Last updated: 23 July 2026

1. Your 5-day cooling-off right (online purchases)

Because you shop with us online, you have a cooling-off period under Section 44 of the Electronic Communications and Transactions Act and Section 16 of the Consumer Protection Act. This means you may cancel your order for any reason within 5 business days of receiving it.

  • To cancel, email us at [email protected] within 5 business days of delivery.
  • Return the item to us unused and in its original, sealed condition.
  • We will refund the purchase price within 30 days of the cancellation.
  • You are responsible for the cost of returning the item, unless it was faulty or incorrect.

2. Faulty, damaged or incorrect items

Under Section 56 of the Consumer Protection Act, you are entitled to receive goods that are of good quality, in good working order and free of defects. If something arrives damaged, faulty, or you received the wrong item, please contact us within 7 days of delivery and we will make it right.

  • Email [email protected] with your order number and a photo of the issue.
  • We will arrange a replacement, an exchange, or a full refund — the choice is yours.
  • For faulty or incorrect items, we cover the cost of return and redelivery.

3. Hygiene & consumable products

For health and safety reasons, consumable and personal-care products (such as teas, tinctures, capsules, oils, balms and creams) can only be returned if they are unopened and still sealed, unless the item is faulty. This does not affect your rights in respect of defective goods under the CPA.

4. How to return an item

  1. Email us at [email protected] (or WhatsApp 079 438 9914) with your order number and reason for return.
  2. We’ll confirm the return address and next steps.
  3. Pack the item securely in its original packaging and send it back to us.
  4. Once received and checked, we’ll process your refund or replacement.

5. How refunds are paid

Refunds are made using the same payment method you used to order, or by EFT where that isn’t possible. Please allow a few business days for the refund to reflect, depending on your bank or payment provider.

6. Need help?

We’re here to help — email [email protected] or message us on WhatsApp at 079 438 9914. Please also see our Terms & Conditions and Privacy Policy.

Mama Mortar