Returns/refund policy
Effective Date: 12 September 2026
At Mama Magic, we are committed to providing quality products and a positive shopping experience. If you are not satisfied with your purchase, please review our returns and refund policy below.
1. Returns
Customers may request a return where the product:
- Arrives damaged or defective.
- Is incorrect or different from the product ordered.
- Is materially different from its description.
- Does not meet applicable consumer rights and protections.
To request a return, please contact us as soon as possible after receiving your order and provide your order number together with details and, where applicable, photographs of the product and packaging.
2. Damaged or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact us before returning it.
Where the issue is confirmed, we may offer an appropriate remedy, which may include:
- A replacement product;
- A repair where applicable; or
- A refund.
Consumer rights relating to defective or unsuitable goods remain unaffected by this policy. South Africa’s Consumer Protection Act provides protections for consumers in relation to defective and unsuitable goods.
3. Change-of-Mind Returns
Change-of-mind returns may be accepted at our discretion where the product is unopened, unused, undamaged, and in its original packaging.
Certain products may not be eligible for change-of-mind returns where their nature, hygiene requirements, safety considerations, or applicable law makes them unsuitable for resale.
4. Non-Returnable Products
For health, hygiene, and product-safety reasons, opened or used products may not be eligible for return unless the product is defective, damaged, incorrectly supplied, or another legal right to return applies.
We may also exclude products that have been altered, damaged through misuse, or returned without their original packaging where the law permits such exclusion.
5. Refunds
Once your returned product has been received and assessed, we will notify you whether your refund has been approved.
Approved refunds will generally be processed using the original payment method where reasonably possible.
The time required for the refund to reflect in your account may depend on your bank or payment provider.
6. Return Shipping
Where the return is due to an error on our part, such as receiving the wrong product or receiving a defective product, we will make reasonable arrangements regarding the return.
For voluntary change-of-mind returns, the customer may be responsible for applicable return delivery costs, where permitted by law.
7. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
Orders that have already been dispatched may not be cancellable before delivery and may need to follow the applicable return process.
Where a transaction is subject to a statutory cancellation or cooling-off right, that right will apply in accordance with applicable law.
8. Refund Exceptions
A refund may not be available where:
- The product has been used or damaged through misuse.
- The product has been altered or tampered with.
- The product is returned without required components or packaging, where applicable.
- The return does not qualify under our policy or applicable consumer law.
Nothing in this policy is intended to remove or restrict any consumer rights that cannot legally be excluded.
9. How to Request a Return or Refund
To request a return or refund, please contact our customer support team with:
- Your full name;
- Order number;
- Product name;
- Reason for the return;
- Photographs or other evidence where relevant.
Our team will review your request and provide instructions on the next steps.
10. Contact Us
If you have questions about returns, refunds, exchanges, or your order, please contact Mama Magic Customer Support through the contact details provided on our website.
We appreciate your business and are committed to handling every legitimate return or refund request fairly, transparently, and professionally.