Refund policy
HN Imaginations Mall – Returns & Refunds Policy
1. Return EligibilityWe want you to be fully satisfied with your purchase. You may request a return if:
● The product is defective, damaged, or not as described
● The product is incorrect or missing items
● The issue is reported within 7 days of delivery
● All items must be returned in their original condition, unused, and with all packaging,
tags, and accessories included.
2. Non-Returnable Items
The following items are not eligible for return:
● Custom-made or personalised products
● Items damaged due to misuse or improper handling
● Products returned without original packaging or proof of purchase
● Sale or clearance items (where stated as final sale)
3. Return Process
To initiate a return:
● Contact our support team at hnimaginationsmall@gmail.com
● Provide your order number and reason for return
● Include photos or proof if the item is defective or incorrect
● Await approval and return instructions before sending any item back
● Unapproved returns will not be accepted.
4. Return Shipping
● Customers are responsible for return shipping costs unless the item is faulty or incorrect
● We recommend using a trackable courier service
● Items must be securely packaged to prevent damage during transit
5. Refunds
Once the returned item is received and inspected:
● Approved refunds will be processed within 5–10 business days
● Refunds will be made using the original payment method
● Shipping fees are non-refundable unless the return is due to our error
6. Exchanges
Where possible, we may offer:
● Product replacement (same item) for defective goods
● Exchange for another item of equal value (subject to availability)
7. Right to Decline Returns
HN Imaginations Mall reserves the right to reject returns if:
● The item does not meet return conditions
● The product shows signs of use or damage not caused by us
● Return request is made after the allowed period
8. Consumer Protection
This policy operates in line with the South African Consumer Protection Act (CPA) where
applicable.