Refund policy

Most of what we carry is made by hand, one piece at a time, which shapes how returns work here.

1. The short version

• Ready-made pieces: return within 14 days of delivery, unused and in original condition, for a refund, exchange, or store credit.
• Made-to-order and custom pieces: cannot be returned for change of mind, but are covered if they arrive damaged, faulty, or don't match what was agreed.
• Sale items and gift cards: final sale, except if damaged or faulty.
• Damaged or faulty on arrival: contact us within 48 hours with photos, and we'll make it right.

2. Our goods

Almost everything we sell is handmade by an independent artisan or small workshop. Because of this:

• Small variations in colour, texture, glaze, weave, or finish are normal, not defects, and are not grounds for return on their own.
• Where a piece needs particular care, we note it on the product page.

3. Returns within 14 days (change of mind)

You may return most ready-to-ship items in their original, unused condition within 14 days of delivery for a refund, exchange, or store credit. This is more generous than the law requires (see Section 5), and applies across the board except where Section 4 excludes an item.

To start a return:

1. Contact us at shop@mushacollection.co.za with your order number before sending anything back.
2. We'll confirm the item is eligible and guide you through the process.
3. Items must be unused, in original condition, and, where possible, in original packaging.
4. You are responsible for the cost of returning a change-of-mind item, unless we've made an error.

4. What can't be returned

The following cannot be returned for change of mind:

• Made-to-order and custom pieces, produced specifically to your order once confirmed.
• Sale and clearance items.
• Gift cards.

This exclusion does not affect your statutory rights. If a made-to-order piece doesn't match the specifications you approved before production, or if any excluded item arrives damaged or faulty, you're covered under Sections 6 and 8 below regardless of this exclusion.

Because made-to-order pieces are produced to your specification, we'll confirm dimensions, materials, colour, and finish with you before production begins. Please check these carefully, as production starts on your approval.

5. Cooling-off period under the ECT Act

Section 44 of the Electronic Communications and Transactions Act gives South African consumers a right to cancel certain electronic transactions within seven days of delivery, without reason or penalty, provided you are a natural person buying for personal use.

Our 14-day return window (Section 3) already covers and exceeds this right for eligible items. This cooling-off right does not apply to goods made or altered to your specifications (i.e. made-to-order pieces), which is why they're excluded from change-of-mind returns.

6. Goods arrived damaged, faulty, or incorrect

If your order arrives damaged, faulty, or isn't what you ordered:

1. Email shop@mushacollection.co.za within 48 hours of delivery, with your order number and photos of the item and its packaging.
2. We'll assess the claim and, at our cost, offer a repair, replacement, or refund of your choice.
3. This applies to all items, including made-to-order pieces, sale items, and gift purchases.

7. Exchanges

Where stock allows, we're happy to exchange an item for another piece or size. Because so much of what we carry is one of a kind, an exchange sometimes means processing a refund and placing a fresh order instead of a direct swap. We'll always explain which applies to your item.

8. Statutory warranty against defects (Consumer Protection Act)

Separately from the above, all new goods are covered by the CPA's implied warranty of quality for six months from delivery. If a piece is defective (meaning it was manufactured below an acceptable standard, is unsafe, or doesn't do what it's meant to do), you may return it within six months for a repair, replacement, or refund of your choosing.

This warranty does not cover:

• normal wear and tear;
• damage from misuse, negligence, or failure to follow care instructions;
• the natural variations inherent to handmade goods (Section 2);
• unauthorised alterations to the product.

9. How we process refunds

• Refunds are processed within 14 business days of us receiving and inspecting the returned item.
• Refunds go back via your original payment method, unless you choose store credit.
• If you request a cash/EFT refund, we will not substitute store credit or a voucher instead. That choice is yours under the CPA.
• Bank processing times may add a few extra days before funds reflect in your account.

10. Contact us

Contact us on shop@mushacollection.co.za.