Refund policy

Mashuka Stories Last updated: 14 September 2026

1. All sales are final

Every Mashuka Stories order is packed and dispatched individually. Because of this, we do not accept returns, exchanges, or refunds once an order has been placed and dispatched, except in the limited cases set out in Section 3 below.

Please review your size, colour, quantity, and shipping address carefully before completing your purchase. If you are unsure about sizing or product details, write to us at mashukastories@gmail.com before you order and we will help you choose.

2. What we do not accept

We are unable to offer a return, exchange, or refund in the following situations:

  • Change of mind after placing the order
  • Incorrect size, fit, or length selected by the customer
  • Minor variation in colour, texture, weave, print placement, or finish. Our products are photographed as accurately as possible, but screen calibration and the nature of handcrafted goods mean small differences are normal and are not defects
  • Items purchased on sale, during a promotional offer, or using a discount code
  • Personalised, customised, or made-to-order items
  • Products damaged after delivery through wear, washing contrary to the care instructions, alteration, or improper storage
  • Items returned without prior written approval from us
  • Items returned incomplete, used, washed, worn, or with tags, labels, or original packaging missing
  • Refusal to accept delivery, or failure to accept delivery after repeated attempts by the courier

3. Damaged, defective, or incorrect items

This is the only circumstance in which we accept a claim, and we honour it fully.

If your order arrives damaged, defective, materially different from what was advertised, or is the wrong item, you are entitled to a resolution under applicable consumer law. To raise a claim:

  1. Write to mashukastories@gmail.com within 48 hours of delivery, with your order number in the subject line.
  2. Attach:
    • A clear photograph or video of the unopened package as received, including the shipping label
    • An unboxing video showing the sealed parcel being opened
    • Photographs of the item clearly showing the damage, defect, or discrepancy
  3. Do not use, wash, or alter the item, and retain all original packaging and tags.

Our response: we acknowledge every claim within 48 hours. Once verified, you may choose:

  • A replacement of the same item, where stock is available; or
  • A full refund of the amount paid, including original shipping charges, where a replacement is not available.

Reverse pickup for approved claims is arranged and paid for by us. If reverse pickup is not serviceable at your PIN code, we will reimburse reasonable return shipping on production of the courier receipt.

We may decline a claim where the evidence above is not provided, where the claim is raised after 48 hours, or where our inspection shows the damage occurred after delivery.

4. Orders not delivered or lost in transit

If tracking shows your order as delivered but you have not received it, or the shipment is confirmed lost by the courier, notify us within 7 days of the expected delivery date. We will investigate with the courier and, once loss is confirmed, issue a replacement or a full refund at your choice. No charge to you.

5. Order cancellation

Orders may be cancelled only before dispatch. Email mashukastories@gmail.com with your order number as early as possible. Once a shipping label is generated, the order cannot be cancelled and Section 1 applies.

Approved pre-dispatch cancellations are refunded in full to the original payment method.

Mashuka Stories reserves the right to cancel any order, before or after payment, where the item is out of stock, where there is a pricing or listing error, where the delivery address is not serviceable, or where we suspect fraudulent activity. In such cases the full amount paid is refunded.

6. How refunds are processed

  • Approved refunds are initiated within 3 business days of approval.
  • Prepaid orders are refunded to the original payment method. Depending on your bank or card issuer, the credit typically reflects within 5 to 10 business days of initiation.
  • Refunds are issued for the amount actually paid. Handling fees, gift wrapping charges, and expedited shipping upgrades are non-refundable unless the fault was ours.
  • Store credit is offered only where you specifically request it in place of a refund.

7. Contact

Mashuka Stories Email: mashukastories@gmail.com

Nothing in this policy limits any right you have under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020. Where any clause here conflicts with those rights, the law prevails.