Return Policy

  1. Summary

    1. All sales are final. No cash refunds.

    2. We offer exchanges or store credit only, within 7 days of receiving your order, provided the conditions below are met.

    3. These online terms apply only to purchases made through our official website. In-store and WhatsApp orders follow separate terms.

  2. 7-Day Return Window

    1. Clients have 7 calendar days from the date you receive your order to request and complete a return or exchange. 

    2. Returns started or delivered after 7 days will be automatically rejected. 

    3. Rejected items must be collected from our store by the customer.

  3. General Conditions for Returns. 

    1. To qualify for a return or exchange:

      1. A valid proof of purchase (order confirmation, receipt, or order number) is required.

      2. Items must be unused, unworn, unwashed, unaltered, and in original packaging.

      3. All accessories, documentation, belts, ties, tags, labels, and packaging must be included.

      4. Products with makeup stains, perfume, damage, missing packaging, or signs of wear will be rejected.

      5. Delivery fees from the original order are non-refundable.

    2. Returns are assessed within 7 days of receipt. Refunds (where applicable under the Consumer Protection Act or for quality defects) are issued to the original payment method.

  1. Conditions for Exchanges

    1. You may exchange for a different size or a different item (subject to stock availability).

    2. If the exchange item costs more, the client will be expected to pay the balance. 

    3. If the exchange item costs less, the difference will be issued as store credit.

    4. Exchanges processed within the 7-day return window are free of charge. 

    5. Refunds for approved defective items will be processed to the original payment method. EFT refunds will have payment gateway transaction fees deducted.

  2. Special Conditions

    1. Sale, Promotional, Bundled & Free Items:

      1. Sale, discounted, clearance, or promotional items must be returned unused and in original packaging.

      2. Promotional bundles must be returned in full.

      3. Partial returns from a promotional bundle will be recalculated at the original (non-promotional) price, and any promotional benefit will be forfeited.

    2. Non-Returnable Items: For hygiene and custom-make reasons, the following are final sale and not eligible for return or exchange:

      1. Accessories (earrings, headwear, hair items, belts, ties, etc.).

      2. Custom-made, made-to-order, or altered garments.

      3. Clearance, discounted, or sale items.

      4. Items returned worn, damaged, or without original tags and packaging.

  3. How to Return Your Online Order

    1. Email Return Request (Required): To initiate a return, please email us at clients@bmashilodesigns.com with:

      1. A valid proof of purchase (order confirmation, or order number) 

      2. Valid receipt.

      3. Reason for the return.

      4. Photos (if damaged or defective).

      5. Your contact details.

    2. Once the item is returned and assessed, a store gift card will be issued within 5 working days for the value of the returned item, if the return is approved.

    3. You may return items to any of the following locations:

      1. BMashilodesigns Headquarters: 97 21st Street, Menlopark, 0017

      2. The Courier Guy:  97 21st Street, Menlopark, 0017

      3. PostNet – MenloPark: Shop G13, Menlo Park Centre, 13th St, Menlo Park, Pretoria, 0081.

  4. Sizing Policy

    1. It is the customer’s responsibility to select the correct size. Exchanges can be made, subject to stock availability. No refunds will be issued for sizing issues.

    2. We offer in-store alterations for sizing issues.

  5. Shopping Policy

    1. Orders and purchases are only accepted through the:

      1. BMashilodesigns Online Store or

      2. Official BMashilodesigns WhatsApp 

      3. Physical BMashilodesigna store in Pretoria (subject to in-store terms).

    2. Enquiries are accepted through all channels. 

    3. It is the customer’s responsibility to provide complete details (Name, Phone Number, Email, Shipping Address, and clear descriptions of items being ordered) and ensure that all items invoiced are correct before making payment.

  6. Turnaround Time

    1. Typical turnaround time is 20 working days.

    2. We do not accept emergency orders, at an additional cost. These orders must be made directly in-store or using direct whatsapp contact.

  7. Cancellation Policy

    1. Online store orders may be cancelled before dispatch, unless already in production or customised.

    2. Once an order has been dispatched, it cannot be cancelled and will instead be handled under our returns and exchanges process.

  8. Abuse of Return Policies

    1. If we determine misuse or abuse of our return policies, we reserve the right to:

      1. Reject returns that do not meet policy requirements.

      2. Suspend or close customer accounts.

      3. Take further action deemed appropriate in cases of fraud or policy manipulation.

  9. Feedback & Reviews

    1. Customers will receive an automated review request after receiving their order.

    2. We value your feedback and use it to improve our service and products.

  10. Shipping Fees

    1. Shipping costs are non-refundable if the customer returns an item after it has been shipped.

    2. Approved exchange items will be shipped back to you at a standard shi[ping fee. Alternatively, they items may also be collected. 

END.