Returns and Refunds Policy

At My Sister and I, we want you to be completely satisfied with your purchase. We offer a 7-day return policy, which means you have 7 days after receiving your item to request a return.

Eligibility for Returns

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.
• Accompanied by the receipt or proof of purchase.

Note: Personalized items cannot be returned due to their unique nature, which makes them non-resellable.

Customer-Supplied Order Information, Purchase Orders and Backorder Items

Customers are responsible for ensuring that all order information supplied to My Sister & i is complete, accurate and final before payment is made or before a purchase order, quote, invoice, email, WhatsApp message, or any other written instruction is submitted or approved.

This includes, but is not limited to, product type, quantity, size, colour, design, theme, name, wording, language, delivery details, and any other information required to process the order.

Where a customer supplies incorrect information, submits an incorrect purchase order, approves an incorrect quote or invoice, or requests changes after the order has already been accepted, processed, ordered, produced, printed, cut, packed, or otherwise prepared, My Sister & i will not be responsible for any resulting costs, delays, or unsuitable stock.

Backorder, Special-Order and Production-on-Demand Items

Some items are ordered, sourced, reserved, produced, printed, cut, assembled, or prepared specifically for a customer’s order. This includes backorder items, special-order items, custom products, personalised products, design-specific products, and production-on-demand items.

If a customer cancels, changes, exchanges, or returns an order due to customer error after we have already started sourcing, producing, printing, preparing, or reserving backorder or special-order stock, the order will not be eligible for a cash refund.

Where My Sister & i accepts the return or cancellation at our discretion, the customer may receive store credit only. The store credit may be reduced by any non-recoverable costs already incurred, including but not limited to supplier costs, production costs, design or admin fees, payment fees, packaging costs, courier fees, and any loss in value where the items cannot reasonably be resold as normal stock.

Items that have already been personalised, printed, customised, specially sourced, or produced according to the customer’s order details are not returnable unless they are defective, damaged, or incorrect due to an error by My Sister & i.

This clause does not limit any rights a customer may have under applicable consumer protection laws where goods are defective, unsafe, damaged, or incorrectly supplied due to an error by My Sister & i.

Starting a Return

To initiate a return, please contact us at support@mysisterandi.co.za. If your return is accepted, we’ll provide a return shipping label and detailed instructions on how to send back your package.

• Return shipping costs for size exchanges and non-defective items are the responsibility of the client.
• For defective items, we will cover the return shipping cost.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect so we can resolve the issue promptly.

Unreturned Items and Replacements

If you collect a replacement product but fail to return the original item at the time of collection, you will be charged for the unreturned item. Payment must be settled before any further orders can be processed.

Refunds

Once we receive and inspect your returned item, we will notify you of the refund or store credit status.

If a refund is approved:

Refunds will be issued to the original payment method within 10 business days.
A 10% service fee will be deducted from the invoice amount.
Shipping fees are non-refundable.
It may take additional time for your bank or payment provider to process and reflect the refund.

If store credit is approved:

Store credit will be issued to the customer’s account or provided as a credit note/voucher.
Store credit may be used toward a future order from My Sister & i.
Store credit is not redeemable for cash unless required by law.
Store credit may exclude shipping fees, courier fees, payment fees, design/admin fees, and any non-recoverable costs already incurred.

Customer-error returns, incorrect purchase orders, incorrect order information, backorder items, special-order items, production-on-demand items, personalised items, and custom-made products may be eligible for store credit only, at the discretion of My Sister & i.

No refund, store credit, exchange, or replacement will be provided for customer-supplied errors once production, printing, sourcing, or preparation has started, unless otherwise agreed by My Sister & i or required by law.

This refund policy does not affect a customer’s statutory rights where goods are defective, unsafe, damaged, or incorrectly supplied due to an error by My Sister & i.

Cancellations of Design Requests

Requests for cancellation after reviewing mockup designs will incur a design fee of R150.00 per design request, in addition to any other applicable fees outlined in this policy.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

• Perishable goods (e.g., food, flowers, or plants).
• Custom products (e.g., special orders or personalized items).
• Personal care goods (e.g., beauty products).
• Hazardous materials, flammable liquids, or gases.

Returns for sale items may be accepted under specific conditions (e.g., items must be in their original condition and returned within a specified timeframe). Please contact us with any questions or concerns about your specific item.

Exchanges

The fastest way to get the desired item is to return the one you have. Once the return is accepted, you can make a separate purchase for the new item. Please note that return shipping costs for exchanges are for the client’s account.

Refunds on Uncollected Pudo Parcels

If you request a refund for an uncollected Pudo parcel:

• A return fee equal to the original shipping fee will be deducted from the refundable amount.
• Refunds will only be processed once the parcel is back in our possession.
• All other fees also apply.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us at support@mysisterandi.co.za.