Refund, Return & Exchange Policy

MHC World is committed to providing quality products and fair, transparent service. This policy applies together with the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), where applicable, and any other applicable South African consumer legislation.

Nothing in this policy is intended to limit or exclude any rights a customer may have under applicable law.

1. Order Availability and Cancellations by MHC World

All orders are subject to product availability.

If an item ordered is unavailable, MHC World will notify the customer and refund any amount paid in accordance with applicable law.

MHC World reserves the right to cancel an order where, for example:

• stock is unavailable;
• the product does not meet MHC World’s quality standards;
• an obvious pricing or product listing error has occurred; or
• MHC World is otherwise unable to fulfil the order.

Where MHC World cancels an order after receiving payment, the customer will receive a full refund without deductions.

2. Customer Order Cancellations

Customers wishing to cancel an order should contact MHC World as soon as possible.

Where an order has not yet been dispatched or specially ordered, MHC World will generally process the cancellation without a cancellation penalty.

Where MHC World has already incurred reasonable costs in preparing, procuring or dispatching an order, any permitted cancellation charge will be determined in accordance with applicable consumer law and the circumstances of the transaction.

Nothing in this section limits any statutory cooling-off or cancellation rights available to the customer.

3. Defective, Faulty or Unsafe Products

If a product is defective, unsafe, not of good quality or not reasonably suitable for its intended purpose, the customer may have rights under the CPA.

Where the requirements of the CPA are met and the defect arises within the applicable statutory period, the customer may return the product and choose, as provided by law, between:

• repair;
• replacement; or
• refund.

Qualifying defective-product returns will be handled without penalty to the customer and at MHC World’s risk and reasonable expense.

MHC World may request reasonable information to assist with the assessment of the product, including the order or invoice number, serial number, photographs, videos or a description of the fault.

Where an inspection establishes that the problem resulted from misuse, accidental damage, unauthorised modification, incorrect installation or another cause not covered by the CPA or an applicable warranty, MHC World may decline the statutory remedy and reasonable transport or assessment charges may apply.

4. Wrong Product Supplied or Product Damaged on Delivery

If MHC World supplied the incorrect product, or the product was damaged during delivery arranged by MHC World, the customer should notify MHC World as soon as reasonably possible.

MHC World will arrange the return or collection of the product at MHC World’s cost.

Depending on the circumstances and the customer’s legal rights, MHC World will arrange a replacement, correct the order or process a refund.

5. Change-of-Mind Returns and Exchanges

Where a product is not defective and the customer simply changes their mind, ordered the incorrect model or size, or wishes to exchange the product for another product, the return may be accepted subject to MHC World’s applicable category-specific return conditions and applicable law.

For voluntary change-of-mind returns, products should generally be:

• unused;
• in a resalable condition;
• complete with accessories, manuals and components; and
• returned in the original packaging where reasonably possible.

These requirements do not override a customer’s statutory rights in relation to defective or incorrectly supplied goods.

For approved change-of-mind returns and exchanges, return transport and any redelivery costs are normally for the customer’s account.

The customer may:

• return the product to the MHC World store;
• arrange their own suitable courier; or
• request MHC World to arrange a courier, in which case the applicable courier charge will be communicated to the customer beforehand.

6. Online Purchases and Cooling-Off Rights

Certain electronic transactions may qualify for a cooling-off period under ECTA.

Where the applicable provisions of ECTA apply, a consumer may cancel a qualifying purchase within the statutory cooling-off period. The consumer may be responsible for the direct cost of returning the goods.

Certain goods and transactions may be excluded from the cooling-off right in terms of applicable law.

This provision does not affect any additional rights the customer may have under the CPA.

7. Return Shipping

The party responsible for return transport depends on the reason for the return.

MHC World will generally cover return or collection costs where:

• the product is defective and qualifies for a remedy under applicable consumer law;
• the incorrect product was supplied by MHC World; or
• the product was damaged during delivery arranged by MHC World.

The customer will generally cover return transport where:

• the customer has changed their mind;
• the customer ordered the incorrect item, size, model or colour;
• the customer wishes to exchange a correctly supplied, non-defective product; or
• applicable law otherwise permits the direct return cost to be charged to the customer.

Customers should contact MHC World before sending a product so that the return can be logged and the correct return procedure can be confirmed.

Return Address:
MHC World
410 Madiba Street
Arcadia
Pretoria
Gauteng
0002

View MHC World on Google Maps

8. Fabrics and Haberdashery

Due to the nature of these products, fabrics and haberdashery items may be subject to special return restrictions.

Fabric that has been cut to a customer’s requested measurement may not qualify for a change-of-mind return or exchange.

Customers and MHC World staff should, where reasonably possible, confirm the colour, quantity and product selection before fabric is cut.

These restrictions do not remove any rights the customer may have where goods are defective, incorrectly supplied or otherwise do not comply with applicable consumer law.

9. Category-Specific Policies

Certain product categories may have additional return, warranty or assessment procedures.

Please refer to the relevant policy:

• Dress Fabric & Haberdashery Return Policy
• Appliances Return Policy
• Curtaining Return Policy
• Solar Return Policy
• Lights Warranty & Return Policy
• Cellphone and Laptop Return Policy

Where a category-specific policy conflicts with a customer’s statutory rights, applicable South African consumer law will prevail.

10. Repairs and Uncollected Products

Customers will be notified when repaired or assessed products are ready for collection.

Any disposal of goods that remain uncollected will be handled in accordance with applicable law and only after reasonable notice has been provided to the customer.

11. Refund Processing

Approved refunds will be processed using an appropriate payment method and within the period required by applicable law.

Processing times after a refund has been issued may vary depending on the customer’s bank, card issuer or payment provider.

12. Contact Us

For returns, exchanges, warranty queries or complaints regarding the quality of a product purchased from MHC World, please contact us.

Email: support@mhcworld.co.za
Telephone: 012 324 6060
WhatsApp: 079 365 5375

Please include your order or invoice number and a description of the issue when contacting us.