Refund policy

Returns Policy

At Mandatory, we strive to ensure you are completely satisfied with your purchases. Recognising the unique nature of our products, our returns policy aims to serve you better and maintain the quality of our offerings. This policy is informed by our ongoing customer feedback and operational considerations, prioritising clarity and fairness.

Scope of Policy

This policy applies exclusively to products purchased from Mandatory and is designed to complement our Terms and Conditions. Please note that this policy does not affect your statutory rights.

Returns & Exchange Overview

Eligibility

Only bags and sunglasses are eligible for return and exchange- hereon after referred to as ‘eligible product(s)/item(s)’. All other accessories are excluded from returns, except in cases of major defect.
Clearance and/or sale products are not eligible for return or exchange.
Items must be unused, and undamaged, with original labels, stickers, and packaging intact. Accessories or parts should be included.

Notification Period

Eligible Items: Returns must be logged within 15 days of delivery or collection.
Defective Items: Defective items can be returned within 30 days of delivery or collection.
Defective Eligible Items: In the case of a major defect of an eligible product(s), items can be returned within the 3 month warranty period for repair and replacement; a gift voucher; or a refund. As detailed under ‘Refunds & Credits’.

Return Process

Customers are required to return items to Mandatory at their own cost, except in the cases of defects.
Products should be returned to 1 Redlands Road, Milnerton, Cape Town, Western Cape, 7441.

Refunds and Credits

Upon successful return and inspection of the product, adhering to the notification period, customers will be offered an exchange; repair or replacement; a gift voucher or a (direct) refund:

In the case of a major defect of an eligible product(s) after the initial 15 day return period, we will repair or replace the product within the 3 month warranty period.
In the above-mentioned event, if you do not wish for a repair or replacement, we will issue a gift voucher (given that this still falls into the initial 3 month warranty period).
Direct Refunds are reserved for exceptional cases where the eligible product(s) is found to be significantly defective or unwanted within the initial 15 day return and exchange period.
Refunds, where issued, will be processed within 5-10 working days.
Electronic vouchers are non-refundable.

Exchange Policy

Exchanges are subject to product availability. If an item is not available in the desired variation, a store credit will be issued.
Mandatory covers the shipping costs of the exchanged item to the customer in the scenario of a defect, otherwise, the cost is on the customer.
If an incorrect product is delivered, or if the product is damaged upon arrival, Mandatory will rectify the issue at no additional cost to the customer, including covering all shipping fees.
Products damaged during delivery must be reported immediately. Mandatory will address the issue through repair, replacement, or credit/refund, in line with customer preference.
Electronic vouchers are non-exchangeable.

Standard Warranty

Mandatory offers a standard 3 month warranty on their bags and sunglasses for repair or replacement.
Products falling outside the 3 month period may only be returned if covered by an extended supplier warranty.

Vouchers & Coupons

Vouchers or coupons provided as part of a return or exchange process are governed by the terms detailed in our Returns policy.
Electronic vouchers are non-refundable and non-exchangeable. Once issued, the voucher must be used within its validity period towards the purchase of eligible products.
In the event of a return or exchange of products purchased using a coupon or voucher, the value of the coupon or voucher will not be refunded in cash. Instead, we may reissue the voucher or provide a store credit equivalent to the value used, in accordance with our return policy.

Charges for Non-compliant Returns

Mandatory reserves the right to refuse returns not compliant with this policy, including incomplete returns or products in non-saleable condition.