Refund policy
Our Refund & Returns Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please note that a refund is not available if the item was received as a gift unless the receiver is able to supply proof of purchase within the 30-day period from purchase.
To start a return, you can contact us on orders@macaroon.co.za.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-returnable Items
Certain types of items cannot be returned including personalised goods and sale/discontinued items.
Unfortunately, we cannot accept returns or issue refunds on gift cards.
Please Read Product Details
Please carefully read and follow all online dimension and sizes given associated to a particular item. For example, the size of a tag, sticker or journal – these are all stated under format.
I Got the Wrong Order!
We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on our site. Please notify us within 7 days (the sooner the better) by emailing us on: orders@macaroon.co.za
However, should we accidentally deliver the wrong product to you or if the product is not as described on the website, or is missing any parts:
- Please do not remove the product from its original packaging or any of the stickers or labels. Notify us as immediately and if possible send us a photograph of the incorrect product to orders@macaroon.co.za we will collect the product from you at no charge and send the correct product.
We will at your choosing:
- deliver the correct item to you as soon as possible (if available); or
- send you a voucher for the purchase price of the product; or
- issue a refund (using the same method of payment you originally used for the purchase).
Cooling-Off Period for Electronic Transactions
Section 44 of the Electronic Communications and Transactions Act may apply to your electronic transactions. If you qualify as a consumer under the ECT Act, you may be entitled to cancel some electronic transactions within 12 hours from placing the order, without reason or penalty. 'Cancel' means each party will be placed in the same position that they were in before the transaction took place. This means that you have to return a new, unused, good, and we will refund the purchase price. Section 44 is only applicable if you are a natural person – in other words, a human being. You must also be the end user of the goods or service. The transaction must be an electronic transaction — a transaction concluded via (in whole or in part) the website, email, or SMS.
Goods Arrived Damaged
If your goods arrive damaged, missing any parts or accessories, or inoperable, then we will do our best to resolve the issue. Please notify us within 7 days (the sooner the better) by emailing us on orders@macaroon.co.za.
We will require the following information to assess where in the delivery process the damage may have occurred:
- photograph of the outer box (including whether it has a Fragile sticker or not);
- photograph of the inside of the box, including the inner packaging; and
- photograph of the damaged item.
If necessary we will arrange collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:
- replace the product (if available); or
- issue a refund voucher for the purchase price of the product or
- issue a refund (using the same method of payment you originally used for the purchase).