Return & Refund Policy
Because Memo operates a marketplace, returns and refunds depend on the type of product purchased and, in some cases, the nature of the Partner supplying the product. All returns and refunds are handled in accordance with the Consumer Protection Act 68 of 2008 (CPA), where applicable.
Physical Product Returns
We offer a 30‑day return period on physical products, calculated from the date of delivery. Returns will generally only be accepted where products are:
- incorrect;
- damaged;
- defective; or
- not as described.
Each return request is assessed on a case‑by‑case basis.
To request a return, please contact us at support@sendamemo.co.za within 30 days of delivery.
To be eligible for a return:
- the item must be in the same condition as received;
- it must be unused and in its original packaging, where applicable; and
- proof of purchase may be required.
If your return is approved, we will provide instructions on how and where to send the item. Items returned without prior approval may not be accepted.
Damages and Issues
Please inspect your order upon delivery and notify us as soon as reasonably possible if:
- the item is defective or damaged; or
- you received an incorrect item.
We will work with you and the relevant Partner to assess the issue and arrange an appropriate resolution.
Non‑Returnable Items
The following items are not eligible for return or refund, unless required by law:
- perishable goods, including food, beverages, flowers or plants;
- personalised or made‑to‑order products;
- personal care or hygiene products;
- hazardous materials or flammable goods;
- sale or clearance items; and
- vouchers, gift cards or discount codes once issued.
If you are unsure whether an item is eligible for return, please contact us before placing your order.
Digital First Gifts and Swap Option
Where a product is delivered as a Digital First gift, the recipient may choose to swap the selected gift for a Memo redeemable voucher.
- The swap option may only be exercised once per gift.
- The request must be made within 30 days of the digital gift notification being sent.
- Swapped vouchers are subject to Memo’s voucher terms and are not redeemable for cash.
Refunds
Once an approved return is received and inspected, we will notify you of the outcome.
If approved, refunds will be processed to the original payment method within approximately 10 business days. Processing times may vary depending on your bank or payment provider.
If more than 15 business days have passed since refund approval and you have not received your refund, please contact us at support@sendamemo.co.za.
International Orders
Where products are shipped outside South Africa, additional restrictions or exclusions may apply.
If the Consumer Protection Act does not apply to your purchase, returns and refunds will be handled in accordance with this policy and applicable Partner arrangements.
