SHIPPING, RETURNS & REFUND POLICY

At Mohula Crystals, we are committed to delivering quality products and a seamless customer experience. This policy outlines our shipping, returns, and refund terms in accordance with the Consumer Protection Act 68 of 2008 (South Africa).

1. Order Processing & Shipping

  • Orders are processed within 1–3 business days after payment confirmation.
  • Delivery timelines:
    • Main areas: 3–5 business days
    • Outlying areas: 3–7 business days
  • Shipping costs are calculated at checkout and are non-refundable, except where required by law.

2. Packaging & Product Care

All products (including crystals, copper items, incense holders, and accessories) are securely packaged to prevent damage.

  • Fragile items are protected with cushioning
  • Copper items are packaged to prevent scratches and oxidation
  • Natural variations in crystals are not defects

3. Risk & Delivery

  • Risk passes to the customer once the order is handed to the courier
  • Mohula Crystals is not liable for courier delays but will assist in resolution where possible

4. Damaged, Defective, or Incorrect Goods (CPA Section 55 & 56)

Customers are entitled to return goods that are:

  • Defective
  • Damaged upon delivery
  • Incorrectly supplied

Conditions:

  • Report within 48 hours of delivery
  • Provide photographic evidence

Resolution Options:

  • Repair
  • Replacement
  • Full refund (as required by CPA)

5. Returns Due to Change of Mind (CPA Cooling-Off & General Returns)

If a customer wishes to return a product due to a change of mind:

  • A return request must be made within 5 business days of delivery
  • The item must be:
    • Unused
    • In original condition and packaging

6. Cancellation Fee (CPA Section 17 & 19 – Reasonable Charge)

Mohula Crystals reserves the right to charge a reasonable cancellation and handling fee for non-defective returns.

  • A 30% refund of the purchase price will be issued
    (equivalent to a 70% cancellation, handling, and restocking fee)

The customer is responsible for:

  • Return shipping costs
  • Original delivery costs

This fee covers:

  • Packaging and handling
  • Transaction and processing costs
  • Restocking and quality inspection
  • Risk associated with fragile goods

7. Non-Returnable Items

The following items may not be eligible for return (unless defective):

  • Used or opened products
  • Items damaged after delivery
  • Custom or special-order items

8. Refund Processing

  • Approved refunds will be processed within 5–10 business days
  • Refunds will be issued via the original payment method where possible

9. Failed Deliveries

If delivery fails due to:

  • Incorrect address
  • Customer unavailability

The customer will be responsible for redelivery costs.

10. Important Product Notes

  • Crystals: Natural variations are expected and not defects
  • Copper Products: Natural tarnishing over time is normal and not considered damage

11. Contact Information

Mohula Crystals
Email: mohulacu@gmail.com
Phone/WhatsApp: +27 76 555 3069

Final Legal Note

This policy is aligned with the Consumer Protection Act (CPA). Nothing in this policy is intended to limit or override any rights afforded to consumers under South African law.