Effective Date: 2026/08/15
Last Updated: 2026/08/15
Moo Moon wants you to be happy with your purchase. This policy explains our returns, exchanges, refunds, shipping and delivery procedures.
Nothing in this policy is intended to limit or exclude any rights you may have under applicable South African consumer-protection legislation.
PART A — RETURNS, EXCHANGES & REFUNDS
1. Your Consumer Rights
Moo Moon respects your rights under the South African Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”), where applicable.
Where legislation gives you a right to cancel, return, exchange or obtain a refund, those rights apply regardless of any additional return conditions contained in this policy.
2. ECT Act Cooling-Off Right
Where this statutory cooling-off right applies:
- You must notify us within the applicable period;
- The goods must be returned in accordance with the requirements of the ECT Act;
- You are generally responsible for the direct cost of returning the goods; and
- Where payment has already been made, the applicable refund will be processed in accordance with the ECT Act.
The ECT Act cooling-off right does not apply to certain transactions and goods, including certain personalised or custom-made goods, goods that by their nature cannot be returned, and goods likely to deteriorate or expire rapidly.
3. Moo Moon’s Voluntary 1-Day Return Policy
In addition to your statutory rights, Moo Moon offers a 1-day return period for eligible products from the date you receive your order.
To qualify for Moo Moon’s voluntary 1-day change-of-mind return:
- You must contact us within 1 days of receiving the goods;
- The item must be unused and in its original condition;
- The item must be suitable for resale;
- The item should be returned in its original packaging where reasonably possible; and
- You must provide your order number or other reasonable proof of purchase.
This voluntary return policy does not replace or restrict any statutory rights you may have under South African law.
4. Items That May Not Be Eligible for Change-of-Mind Returns
Certain products may not be eligible for a change-of-mind return because of their nature or applicable law.
These may include:
- Custom-made or personalised products;
- Products made specifically to your specifications;
- Botanical plants or other products that may deteriorate or expire rapidly;
- Products that, because of their nature, cannot reasonably be returned;
- Products that have been permanently installed, altered or materially modified after delivery; and
- Products expressly identified before purchase as being subject to a specific statutory or lawful return restriction.
These exclusions do not remove any rights you may have where the goods are defective, unsafe, incorrectly supplied or otherwise covered by mandatory consumer-protection legislation.
5. Defective, Damaged or Incorrect Goods
If you receive goods that are defective, damaged, unsafe, incorrect or materially different from what you ordered, please contact us as soon as reasonably possible.
Please provide:
- Your order number;
- A description of the problem;
- Photographs of the product and packaging where relevant; and
- Any other information reasonably required to assess the issue.
Where goods qualify as defective or unsafe under applicable law, your statutory rights will apply.
Under section 56 of the CPA, qualifying defective or unsafe goods may be returned within six months of delivery, at the supplier’s risk and expense, subject to the requirements and exceptions contained in the CPA.
Where the statutory requirements are met, the applicable remedy may include repair, replacement or refund, as provided for by law.
6. Goods Damaged During Delivery
If your order arrives visibly damaged, please take photographs of:
- The outer packaging;
- Any damage to the packaging;
- The product; and
- The delivery label.
Contact us at Orders@moomoon.co.za as soon as reasonably possible.
Please retain the packaging and damaged goods until we have advised you what to do next.
7. Incorrect Item or Missing Item
If we have sent you the wrong product or an item is missing from your order, contact us at:
We will investigate the matter and, where appropriate, arrange for the correct item to be supplied or provide the applicable remedy.
8. Exchanges
Where an exchange is available, we will advise you of the process after receiving your request.
An exchange may be subject to product availability.
If the requested replacement product is unavailable, we may offer an alternative remedy, including a refund where applicable.
9. Return Shipping Costs
For a voluntary change-of-mind return under Moo Moon’s 14-day policy, the customer is responsible for the direct cost of returning the product unless we agree otherwise.
Where a return is required because:
- We supplied the wrong product;
- The product is defective or unsafe;
- The product was damaged before or during delivery; or
- The return is otherwise required to be handled at our expense under applicable law,
Moo Moon will arrange or cover the applicable return costs in accordance with the circumstances and applicable law.
10. Refunds
Once returned goods have been received and assessed, we will process the applicable refund in accordance with this policy and applicable law.
Refunds will generally be made using the original payment method where reasonably possible.
The time taken for the refund to reflect in your account may depend on the payment provider or financial institution.
Where a statutory refund period applies, Moo Moon will comply with that period.
11. How to Request a Return
To request a return or exchange, email:
Please include:
- Your full name;
- Order number;
- Product name;
- Date received;
- Reason for the return; and
- Photographs where relevant.
We will provide return instructions where the return is approved or required.
PART B — SHIPPING & DELIVERY
12. Delivery Area
Moo Moon currently delivers within South Africa.
If we introduce international delivery, the applicable countries, delivery costs and terms will be displayed on the website or at checkout.
13. Order Processing
Orders are generally processed within 1 to 2 business days after payment has been successfully received and the order has been confirmed.
Processing times may be longer during:
- Sales and promotional periods;
- Public holidays;
- Peak shopping periods;
- Stock shortages; or
- Circumstances outside our reasonable control.
If a significant delay is expected, we will endeavour to communicate this to you.
14. Delivery Times
Standard delivery typically takes approximately up to 7 business days after dispatch, depending on the destination.
Deliveries to remote, regional or outlying areas may take longer.
Delivery estimates are provided as a guide and are not guaranteed unless we expressly agree otherwise.
15. Shipping Charges
Shipping charges will be displayed at checkout before you complete your purchase, unless a specific delivery offer applies.
Any applicable delivery charges, taxes or other mandatory costs will be disclosed in accordance with applicable law.
16. Order Tracking
Once your order has been dispatched, we will provide tracking information where the courier service provides tracking.
Tracking information may be supplied by email or another electronic communication method.
17. Delivery Address
Customers are responsible for providing a complete and accurate delivery address and contact information.
If incorrect or incomplete information supplied by the customer results in a failed delivery or additional delivery costs, Moo Moon may contact the customer to arrange the appropriate solution.
18. Failed Delivery
If a courier attempts delivery but is unable to complete delivery because nobody is available, the address is incorrect, or the courier cannot reasonably gain access to the delivery location, the courier may make further delivery attempts or return the parcel to Moo Moon.
Any additional costs caused by information incorrectly supplied by the customer may be payable by the customer, subject to applicable law.
19. Unavailable Products
If an ordered product becomes unavailable after an order has been placed, we will contact you and provide an appropriate solution.
Where we cannot fulfil an order and applicable law requires a refund, we will process the refund in accordance with the applicable legal requirements.
20. Delivery Delays
Moo Moon is not responsible for delays caused by circumstances outside our reasonable control, including courier disruptions, severe weather, strikes, public emergencies, infrastructure failures or other events beyond our reasonable control.
This does not affect any mandatory rights you may have under applicable consumer-protection legislation.
21. Contact
For delivery enquiries:
Telephone: +27 83 252 5883
For returns:
Moo Moon
50 Ave De Mist
Rondebosch
Cape Town
7700
South Africa