At Urban Mzansi, we strive to connect customers with quality products from independent South African sellers. Because Urban Mzansi operates as a marketplace, return and refund requests are subject to the conditions outlined below.
By placing an order on Urban Mzansi, you agree to this Returns, Refunds & Exchanges Policy.
14-Day Return Window
Customers may request a return within 14 calendar days of receiving their order.
Return requests submitted after the 14-day period will automatically be declined unless required by applicable consumer protection laws.
Urban Mzansi and the seller reserve the right to request additional information before approving any return request.
General Return Requirements
To qualify for a return, all of the following conditions must be met:
- The item must be unused, unworn, and unwashed.
- The item must be in the same condition as received.
- All original packaging, tags, labels, accessories, manuals, and promotional items must be included.
- The item must not show signs of wear, damage, misuse, alteration, or tampering.
- Proof of purchase must be provided.
- Return approval must be obtained before shipping the item back.
Failure to meet any of the above conditions may result in the return being rejected.
Non-Returnable & Non-Refundable Items
The following items cannot be returned, exchanged, or refunded unless defective upon delivery:
Personal Items
- Underwear
- Swimwear
- Socks
- Earrings
- Cosmetics
- Beauty products
- Hair products
- Personal hygiene products
Custom & Special Orders
- Custom-made products
- Personalized products
- Made-to-order products
- Engraved items
- Special-order items
Digital Products
- Downloadable products
- Digital services
- Gift cards
- Store credits
- Promotional vouchers
Clearance Items
- Final sale items
- Clearance products
- Liquidation products
- Products marked “Non-Returnable”
Incorrect, Damaged or Defective Items
If you receive:
- A damaged item
- A defective item
- An incorrect item
- An incomplete order
You must report the issue within 48 hours of delivery.
The report must include:
- Order number
- Description of the issue
- Clear photographs of:
- The product
- Packaging
- Shipping label
- Any visible damage
Urban Mzansi or the seller may decline claims reported after the 48-hour period.
Return Approval Process
All returns require approval before being shipped.
Urban Mzansi and/or the seller reserve the right to:
- Request additional photographs.
- Request further information.
- Investigate the claim.
- Reject fraudulent or suspicious claims.
- Refuse returns that do not meet policy requirements.
Submitting a return request does not guarantee approval.
Return Shipping
Customer Responsibility
Unless the item is defective, damaged, or incorrectly supplied, the customer is responsible for:
- Return shipping costs
- Packaging costs
- Insurance costs
- Courier fees
Urban Mzansi is not responsible for items lost, stolen, or damaged during return transit.
Customers are strongly advised to use a trackable courier service.
Inspection of Returned Products
All returned products undergo inspection upon arrival.
Urban Mzansi and/or the seller may reject a return if:
- The item has been used.
- The item is not in its original condition.
- Components are missing.
- Packaging is damaged beyond reasonable inspection.
- Evidence of abuse, misuse, washing, or wear is found.
Rejected items may be shipped back to the customer at the customer’s expense.
Refunds
Approved refunds will be processed only after the returned product has been received and inspected.
Refunds may take 7–14 business days to appear depending on the payment provider.
Refunds will be issued to the original payment method whenever possible.
Urban Mzansi reserves the right to issue store credit instead of a monetary refund where permitted by law.
The following are non-refundable:
- Shipping fees
- Delivery charges
- Gift wrapping fees
- Service fees
- Processing fees
Unless otherwise required by law.
Partial Refunds
A partial refund may be issued if:
- Packaging is missing.
- Accessories are missing.
- The item is returned in a condition that reduces resale value.
- The item shows signs of handling beyond what is reasonably necessary for inspection.
The amount deducted will be determined at Urban Mzansi’s sole discretion based on the reduction in value.
Exchanges
Exchanges are subject to:
- Product availability
- Seller approval
- Compliance with this policy
If a replacement product is unavailable, a refund or store credit may be offered instead.
Price differences between exchanged items must be paid by the customer before shipment.
Fraud Prevention
Urban Mzansi takes fraudulent activity seriously.
We reserve the right to:
- Refuse suspicious return requests.
- Refuse excessive return requests.
- Request identification where legally permitted.
- Limit or suspend accounts engaged in abuse of the returns system.
- Report fraudulent activities to relevant authorities.
Any attempt to return counterfeit, substituted, altered, or intentionally damaged products may result in account suspension and legal action.
Chargebacks & Payment Disputes
Customers agree to contact Urban Mzansi before initiating a chargeback or payment dispute.
Where a chargeback is initiated after a refund, replacement, or store credit has already been issued, Urban Mzansi reserves the right to:
- Recover funds.
- Suspend customer accounts.
- Restrict future purchases.
- Pursue legal remedies where necessary.
Marketplace Seller Responsibility
Urban Mzansi is a marketplace platform connecting customers with independent sellers.
While we assist with dispute resolution, each seller remains responsible for:
- Product quality
- Product descriptions
- Warranty obligations
- Fulfillment of approved returns
Urban Mzansi reserves the right to make final decisions regarding disputes to ensure fairness and compliance with applicable laws.