Refund policy

Malu™  aims to provide a fair and reasonable Refund and Returns Policy and we will make every effort to ensure that you are thoroughly satisfied with your purchase.

 If, within a period of 7 days from date of purchase, you are dissatisfied with an item purchased from our online store, due to it being defective or the incorrect order, you may, subject to the terms below, request a replacement or refund. 

• If you receive the incorrect product, you must notify us of such via e-mail within 24 hours. We will make arrangements to collect the incorrect item/s and deliver the correct one/s at our cost.
• If you receive a damaged or broken product, you must notify us of such via e-mail within 24 hours. We will make arrangements to collect the damaged or broken item/s and deliver the new one/s at our cost.
• Item to be returned in its original packaging and unused condition.
• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
• If you are approved, then your refund (minus the original shipping costs to you) will be processed in the same method of payment.
• Sale items are not eligible for refunds
• Gift cards, sale, and clearance items are not eligible for a refund or exchange if you change your mind.

For all claims, we will require:

• Your name, address and contact number
• The reason for the return / details of the claim
• Proof of purchase
• We may, subject to the nature of the claim, also require photographic evidence to be provided

Shipping policy

Door-to-Door Courier service

Malu™ makes use of various courier services so as to provide the best possible rates to our customers.

We reserve the right to change the courier service fees without prior notice, subject to courier companies’ policy.

Please note that our couriers deliver during work days and regular office hours.

Free Delivery Options

Malu™ offers free nationwide delivery (Main Centres Only) for orders exceeding certain values. Please refer to the website for current offers or discounts that may apply from time to time.

We will quote for delivery to regional areas, farms, plots or townships separately.

Delivery times

Malu™ usually processes orders within 24hrs of receiving them, but we will only dispatch orders after we confirm receipt of payment.

Please note that our general delivery time is 3 to 5 working days, and may be subject to the availability of products from various suppliers.

If the delivery address is unattended when delivery is attempted it will be at the courier’s discretion to leave a message and try to schedule a second attempt to deliver, subject to the courier’s terms and conditions.

Deliveries are generally made Monday to Friday, 8 a.m. – 5 p.m.

We do not deliver on Public Holidays within the Republic of South Africa.

Shipping Fee

You will be quoted a shipping fee subject to the weight and or value of your order.

The average weight will be indicated online as a guide to the cost; you may be charged slightly more or less, depending on the actual weight of the product delivered to you.

Proof of Delivery

On delivery, you will receive our delivery note showing the items delivered, any substitute items, any non-available items, the delivery fees, Value-Added Tax (as applicable) and the amount debited from your payment card and/or payment made.

You or your authorised representative will be asked to sign a copy of the delivery note to confirm receipt.

For verification purposes, the person accepting delivery at the delivery address may be required to produce a form of identification.

Any person other than yourself who receives the products at the delivery address is presumed to be authorised to accept delivery on your behalf.

Should no-one be in attendance at the time of delivery, the driver will keep the products and will attempt to contact you to make new arrangements for delivery or collection.

We reserve the right to charge an additional delivery fee should it be required.

Delivery Delays

Our liability for any delay in delivery is limited to re-delivery at a later agreed time at no extra charge.

We have outsourced all delivery and collection arrangements to third-party service courier providers. Accordingly, we cannot, to the extent permitted by law, be liable for any loss or damage caused by them.