Refunds & Cancellations

1. Overview

Requests for cancellations, returns and refunds are assessed fairly and in accordance with applicable South African consumer law.

2. Cancelling before dispatch

Please contact Marvolous as soon as possible if you need to cancel an order.

If the order has not yet been packed or dispatched, we will attempt to cancel it.

Approved cancellation and refund requests are normally processed within two business days. Payment-provider and bank processing times may cause the money to reflect later.

3. Cancelling after dispatch

Once an order has been dispatched, it may need to follow the normal returns process described on our Delivery & Returns page.

Delivery or return costs may apply for non-faulty returns.

4. Seven-day online return request

You may request cancellation or return of qualifying goods within seven days after receipt, subject to applicable legislation and lawful exclusions.

For a non-faulty return, you are responsible for the direct cost of returning the goods where permitted by law.

5. Unopened and unused products

The normal Marvolous return window for non-faulty products is seven days after receipt.

Items must be unopened, unused and in a resalable condition, with seals intact where applicable.

Opened personal-care or cosmetic products cannot normally be returned merely because of a change of mind where hygiene and safety considerations lawfully prevent resale.

6. Defective, damaged or incorrect products

Please preferably report damaged goods, leaking goods, missing products or incorrect products within 48 hours of receiving or collecting the parcel.

This reporting request does not remove rights available under the Consumer Protection Act.

After assessment, appropriate remedies may include repair (where relevant), replacement, exchange or refund. The suitable remedy depends on the circumstances and applicable law.

7. Product reactions or sensitivities

A personal sensitivity or allergic reaction is not automatically proof that a product is defective. All safety concerns are taken seriously.

Please stop using the product and contact Marvolous with:

• Order number
• Product name
• Batch information where available
• A description of the concern

Marvolous cannot provide medical diagnosis or treatment advice. Seek suitable professional advice if needed.

8. Items that cannot normally be returned

Subject to applicable law, the following cannot normally be returned as non-faulty change-of-mind returns:

• Opened or used personal-care products returned only because of a change of mind
• Products damaged through misuse
• Products stored contrary to their instructions
• Products altered after delivery
• Gift cards or digital products, if these are ever sold
• Clearance products only where the disclosed reason is unrelated to a later defect

Sale or promotional products remain returnable if they are defective, unsafe, incorrectly supplied or materially misdescribed, subject to applicable law.

9. Return costs

For non-faulty returns, the customer pays the return delivery cost.

For an accepted return involving incorrect, defective or delivery-damaged goods, Marvolous will handle reasonable return arrangements or costs as legally required.

10. Refund method

Approved refunds should normally be returned through the original payment method where practical.

Refunds are not paid into an unrelated third-party account.

11. Refund timing

Marvolous normally processes an approved refund internally within two business days.

PayFast and your bank may require additional time before the refund reflects in your account. Marvolous cannot guarantee or control bank-clearing times.

12. How to request a cancellation or refund

Email orders@marvolous.co.za and include:

• Order number
• Full name
• Contact number
• Product concerned
• Reason for the request
• Photographs where relevant

You can also reach us through the Contact page.

13. Statutory rights

Nothing in this policy is intended to limit or exclude any right or remedy available to a consumer under the Consumer Protection Act, the Electronic Communications and Transactions Act, or any other applicable South African law.

14. Contact details

Complete business and support details are listed below.