Refund policy

RETURN & REFUND POLICY

Last updated: 10 August 2026

Thank you for shopping with MM Collection. We want you to be happy with your purchase and aim to make our returns process clear and straightforward.

This Return & Refund Policy applies to purchases made through the MM Collection online store and should be read together with our Terms of Service and Shipping Policy.

1. CHANGE-OF-MIND RETURNS

For eligible physical products purchased online, you may request to cancel your purchase within 7 days after receiving the goods, where the cooling-off provisions of applicable South African law apply.

To qualify for a change-of-mind return, the item must:

• be unused, unworn and in substantially the same condition in which it was received;
• include all original accessories, components and packaging where reasonably possible; and
• not fall within one of the excluded or non-returnable categories listed below.

Please contact MM Collection through our Contact Us page before returning any item.

Do not send a return before receiving return instructions from us.

Where a return is made because you have changed your mind, you may be responsible for the direct cost of returning the item, as permitted by applicable law.

2. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order as soon as it arrives.

If an item is damaged, defective, unsafe, materially different from what you ordered, or you receive the incorrect item, please contact us as soon as reasonably possible.

Please provide:

• your order number;
• a description of the problem; and
• clear photographs or video showing the item and, where relevant, the packaging.

Nothing in this policy limits your rights under the Consumer Protection Act.

Where goods fail to meet the quality standards required by applicable South African consumer law, you may be entitled to return the goods without penalty and, where applicable, choose between a repair, replacement or refund.

For qualifying defective goods, these statutory rights may apply for up to 6 months after delivery.

Where MM Collection is responsible for supplying an incorrect, defective or qualifying damaged product, we will arrange the appropriate remedy in accordance with applicable law and will not require you to pay return costs where the law places those costs on us.

3. ITEMS THAT CANNOT GENERALLY BE RETURNED FOR CHANGE OF MIND

Subject always to your rights regarding defective, unsafe or incorrectly supplied goods, we do not generally accept change-of-mind returns for:

• opened cosmetics, beauty or personal-care products where hygiene or health considerations make resale inappropriate;
• products that have been used, worn, washed, altered or damaged after delivery;
• personalised or made-to-order items;
• products that cannot reasonably be returned because of their nature;
• items specifically marked as final sale, where excluding a change-of-mind return is permitted by law;
• gift cards; and
• digital products once access, download or delivery has begun, where the law permits such an exclusion.

A product being listed as non-returnable does not remove any statutory rights you may have if the product is defective, unsafe, incorrectly supplied or materially not as described.

4. DIGITAL PRODUCTS

MM Collection sells digital products, which may include templates, guides, planners, courses, downloadable files and other digital resources.

Because digital products can be accessed, copied or downloaded immediately after purchase, change-of-mind refunds are generally not available once the digital product has been accessed, downloaded or delivery of the digital service has begun, where permitted by applicable law.

However, please contact us if:

• you were charged more than once for the same digital product;
• you purchased a digital product but did not receive access;
• the file is corrupted or cannot reasonably be opened;
• you received the incorrect digital product; or
• the digital product is materially different from its description.

We will investigate the issue and provide an appropriate remedy where required.

5. WIGS, HAIR PRODUCTS, BEAUTY AND PERSONAL-CARE ITEMS

For hygiene reasons, wigs, hair products, cosmetics and other personal-care products must not be worn, altered, cut, coloured, washed, opened or used if you intend to request a change-of-mind return.

Where legally permitted, opened or used hygiene-sensitive products may not be eligible for a change-of-mind return.

This does not affect your rights if an item is defective, unsafe, incorrectly supplied or otherwise does not comply with applicable consumer law.

6. RETURN PROCESS

To request a return:

1. Contact MM Collection through our Contact Us page.
2. Provide your order number and reason for the return.
3. Provide photographs or supporting information if the item is damaged, defective or incorrect.
4. Wait for our return instructions and return address.
5. Package the product securely and include all accessories and components originally supplied with it.

Please do not return products to an address obtained elsewhere or send products back to a supplier shown on external packaging.

The correct return instructions will be provided by MM Collection after your return request has been reviewed.

7. RETURN SHIPPING

For eligible change-of-mind returns, the customer may be responsible for the direct cost of returning the goods where permitted by law.

If the return results from an error by MM Collection, or the goods qualify as defective, unsafe or incorrectly supplied under applicable consumer law, return costs will be handled in accordance with the customer's statutory rights.

We recommend using a trackable delivery method when you are responsible for returning a product.

MM Collection cannot be held responsible for a customer-arranged return parcel that is lost before it reaches the designated return destination.

8. REFUNDS

Once a returned item has been received and assessed, we will notify you of the outcome.

Approved refunds will be returned to the original payment method wherever reasonably possible.

Processing times may vary depending on your bank or payment provider.

Where the statutory cooling-off provisions of the Electronic Communications and Transactions Act apply, refunds will be processed within the period required by law.

If a refund has been approved but has not appeared in your account after a reasonable processing period, please contact your bank or payment provider before contacting us.

9. EXCHANGES

Where an exchange is appropriate, please contact us before returning the item.

Exchanges are subject to product availability.

If the requested replacement is unavailable, we may offer an alternative product, store credit or refund, depending on the circumstances and your applicable consumer rights.

10. ORDER CANCELLATIONS

If you wish to cancel an order before it has been processed or dispatched, contact us as soon as possible.

We will try to accommodate cancellation requests, but we cannot guarantee that an order can be stopped once processing, sourcing, preparation or dispatch has begun.

Any statutory cancellation rights you may have remain unaffected.

11. SALE AND PROMOTIONAL ITEMS

Sale or promotional pricing does not remove your statutory rights regarding defective, unsafe or incorrectly supplied goods.

Change-of-mind returns on sale items may be restricted where permitted by law and where this was clearly communicated before purchase.

12. FAIR USE OF RETURNS

We reserve the right to investigate suspected return abuse, fraud, deliberate damage or repeated misuse of the returns process.

We will never use this provision to deny a customer a right or remedy that they are legally entitled to under South African consumer law.

13. YOUR STATUTORY RIGHTS

Nothing in this policy is intended to exclude, restrict or waive any right that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law.

Where this policy conflicts with a mandatory consumer protection right, the applicable law will prevail.

14. CONTACT US

For return, refund or exchange enquiries, please contact MM Collection through the Contact Us page on our website.

Please include your order number so that we can assist you as quickly as possible.