[email protected]

Returns Policy

Wild Muse Returns, Exchanges and Refunds Policy

Effective Date: January 2026
Website: https://www.wildmusecollective.co.za

At Wild Muse, we want you to be happy with your purchase. We take care in sourcing, selecting and packaging our products, but we understand that there may be times when an item needs to be returned, exchanged or refunded.

This Returns, Exchanges and Refunds Policy explains how returns are handled for purchases made through our online store.

This policy is intended to comply with applicable South African consumer protection and ecommerce laws, including the Consumer Protection Act, 68 of 2008 and the Electronic Communications and Transactions Act, 25 of 2002.

Nothing in this policy is intended to limit any rights you may have under South African law.

1. Contact Us Before Returning an Item

Please contact us before sending any item back.

Email: [email protected]

Please include:

  • your full name;
  • order number;
  • date of purchase;
  • item you would like to return;
  • reason for the return;
  • photographs, if the item is damaged, defective or incorrect.

We will respond with the next steps and the return address.

2. Cooling-Off Returns for Online Purchases

Because Wild Muse sells online, eligible customers may cancel their purchase and return goods within 7 days of receiving the goods, without needing to give a reason.

To qualify for a cooling-off return:

  • you must notify us within 7 days of receiving the item;
  • the item must be unused;
  • the item must be in its original condition;
  • the item must be returned with its original packaging, where reasonably possible;
  • the item must not fall into a legally excluded category, such as certain personalised or custom-made goods.

For cooling-off returns, you may be responsible for the direct cost of returning the item to us, unless the item is defective, damaged, incorrect or supplied in error.

Once the return has been approved and processed, we will refund the purchase price in line with applicable law.

3. Change-of-Mind Returns

If you change your mind about a purchase, we may accept the return provided that:

  • you contact us within 7 days of receiving the item;
  • the item has not been used, damaged, washed, altered or worn;
  • the item is returned in a condition suitable for resale;
  • the item is returned with its original packaging, labels, tags and accessories, where applicable;
  • the item is not excluded from return.

Change-of-mind returns are subject to inspection once received.

Return courier costs for change-of-mind returns are for the customer’s account, unless otherwise agreed in writing.

4. Defective, Damaged or Incorrect Items

If your item arrives damaged, defective, unsafe, materially different from its description, or if you receive the wrong item, please contact us as soon as possible at:

[email protected]

Please include photographs of the item, packaging and waybill, where possible.

Where the return is due to our error, or where the goods are defective or damaged on arrival, Wild Muse will assist with the return process and will cover reasonable return courier costs where required by law.

Depending on the circumstances, you may be entitled to:

  • a repair;
  • a replacement;
  • an exchange;
  • a refund.

5. Defective Goods and the CPA

Under the Consumer Protection Act, goods must generally be of good quality, safe, usable and durable for a reasonable period, considering the type of product and the circumstances of the sale.

If goods are defective within the applicable statutory period, you may have the right to return them and choose between a repair, replacement or refund, depending on the circumstances.

This does not apply where damage is caused by:

  • normal wear and tear;
  • misuse or neglect;
  • incorrect care;
  • accidental damage;
  • alterations made after delivery;
  • failure to follow product care instructions;
  • damage caused after the item has left Wild Muse’s control.

6. Handmade, Artisan, Natural or Small-Batch Products

Some Wild Muse products may be handmade, artisan-produced, vintage-inspired, naturally textured, or sourced in small batches.

Small variations in colour, texture, pattern, shape, finish, size or appearance may occur. These variations are part of the nature of the product and are not necessarily considered defects.

We will always try to represent products as accurately as possible through descriptions and images.

7. Items That May Not Be Returnable

At this stage, we do not have a fixed list of non-returnable items.

However, certain items may be marked as non-returnable in future, where legally permitted. These may include:

  • custom-made items;
  • personalised items;
  • made-to-order products;
  • hygiene-sensitive items;
  • items clearly marked as final sale or clearance, where applicable;
  • items that have been used, damaged, washed, worn or altered after delivery.

Any non-returnable items will be clearly stated on the relevant product listing before purchase.

This does not affect your legal rights if an item is defective, damaged, unsafe or incorrectly supplied.

8. Return Condition Requirements

Returned items must be:

  • unused;
  • clean;
  • undamaged;
  • in their original condition;
  • packaged securely for return courier transport;
  • returned with original packaging, labels, tags and accessories, where applicable.

We reserve the right to refuse a return or reduce the refund amount if the item is returned damaged, used, incomplete, altered, or not in a resaleable condition, unless the return is due to a defect or legal right that applies.

9. How to Return an Item

To return an item:

  1. Email us at [email protected] within the applicable return period.
  2. Include your order details and reason for return.
  3. Wait for our return instructions before sending the item back.
  4. Package the item securely.
  5. Send the item to the return address provided.

Please do not send items back without first contacting us, as this may delay the return process.

10. Courier Costs for Returns

For change-of-mind or cooling-off returns, the customer may be responsible for the direct return courier cost.

Wild Muse will cover or reimburse reasonable return courier costs where the return is due to:

  • a defective item;
  • a damaged item;
  • an incorrect item;
  • an error on our part;
  • another situation where we are legally required to do so.

Original shipping fees may not be refundable for change-of-mind returns, unless required by law.

11. Refunds

Once we receive and inspect the returned item, we will notify you whether the return has been approved.

Approved refunds will usually be processed to the original payment method, where possible.

Refunds may take a few business days to reflect, depending on your bank or payment provider.

Where a cooling-off return applies, refunds will be handled within the period required by South African ecommerce law.

12. Exchanges

Where possible, we may offer an exchange for another item.

Exchanges are subject to:

  • product availability;
  • the item being returned in acceptable condition;
  • any price difference being paid or refunded;
  • applicable courier fees.

If the replacement item is unavailable, we may offer a refund or store credit, depending on the circumstances and your legal rights.

13. Store Credit

In some cases, and only where legally permitted, we may offer store credit as an alternative to a refund.

You are not required to accept store credit where South African law entitles you to a refund.

14. Damaged Packaging

If only the outer courier packaging is damaged, but the item itself is undamaged and usable, this may not qualify as a defective product.

However, please still contact us if you are concerned, especially if the packaging damage may have affected the item inside.

15. Sale and Promotional Items

Sale, discounted or promotional items may be returned only where allowed by this policy and South African law.

Items marked as “final sale” or “clearance” may not be returnable for change-of-mind reasons where legally permitted.

This does not affect your rights if the item is defective, damaged, unsafe or incorrectly supplied.

16. Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:

[email protected]

If the order has not yet been processed or dispatched, we will do our best to cancel it and refund you.

If the order has already been dispatched, the normal return process will apply.

17. Refused Deliveries or Incorrect Addresses

Please ensure that your delivery address and contact details are correct before placing your order.

If a delivery fails because the address or contact details supplied were incorrect, incomplete or unavailable, the customer may be responsible for any additional courier fees.

If a parcel is returned to Wild Muse due to failed delivery, we will contact you to arrange re-delivery or discuss the next steps.

18. Abuse of the Returns Policy

We reserve the right to refuse returns where we reasonably suspect misuse, fraud, repeated abuse of the returns process, or damage caused after delivery.

This does not affect any rights you may have under South African law.

19. Contact Details

For returns, exchanges, refunds or product concerns, please contact:

Wild Muse
Email: [email protected]
Website: https://www.wildmusecollective.co.za
Address: Cape Town, South Africa
Telephone: 074 1050 855