In-Store Terms & Conditions

Applies to purchases made at the physical store in Maboneng or manual order via WhatsApp.

1. Scope & Definitions

“In-store purchase” means any item bought or ordered and paid for at the MEDU store (including deposits and lay-bys).

“Lay-by / Store Order” means any order where the customer pays a deposit and the item is set aside or made for a future fitting/collection date.

“Custom order” means a garment made to order, made in a special fabric or colour, or altered from the standard size/length.

Online purchases are covered by a separate Online Store Refund Policy and do not follow these in-store terms.

2. Core Principles — Sales, Exchanges & Refunds

All in-store sales are final. No cash refunds.

We offer exchanges or store credit only, within 14 days of purchase, subject to the conditions below. After 14 days, no exchanges or store credit will be processed.

To qualify for an exchange / store credit:

• A valid till slip / proof of purchase must be presented.
• Items must be unworn, unwashed, unaltered, and in pristine condition.
• Original tags and labels must be attached.

Not eligible for exchange or store credit:

• Custom orders.
• Garments that have been altered.
• Sale / discounted / clearance items.
• All accessories (e.g. earrings, headwear, hair items, belts, ties, etc.).
• Items showing signs of wear, damage, stains, perfume, or tampering.

The store reserves the right to inspect and decline any item that does not fully meet these conditions.

3. Lay-By & Store Orders (Deposits)

Many of our in-store purchases are done as lay-bys/store orders with fittings.

3.1 Deposits

• A minimum 50% deposit is required to create and secure any lay-by or store order.
• The deposit confirms your order and allows us to allocate fabric, labour and production time.
• Once production has commenced, deposits become non-refundable.

3.2 Lay-By Payment Period

• The lay-by / store order payment period and fitting date will be agreed on your order slip.
• Payments must be made as agreed. If payments stop and we cannot reach you, the order may be cancelled and the garment returned to stock.

3.3 Lay-By / Store Order Cancellation by Customer

• You may cancel a store / custom order more than 14 days before the agreed fitting date. In this case, we may offer store credit for the amount paid, less a reasonable admin/production fee for any work already started (e.g. pattern cutting, fabric allocation, sewing preparation).
• If you cancel within 14 days of the agreed fitting date, or after production has started, the deposit is forfeited in full to cover labour, fabric and planning time.
• Where the law requires a refund on a lay-by, MEDU may deduct a reasonable cancellation penalty for costs already incurred, as allowed by the Consumer Protection Act.
• Lay-by cancellation for items that are available in store  and set aside can only be refunded via store credit if cancelled. Cancellation for a full refund of the amount paid is only allowed within the first two weeks that the lay-by is placed. 
• Cancelling lay-by after two weeks or more after items are set aside will result in a 25% penalty charge on the total cost of the items in lay-by. 

3.4 Store / Custom Order Cancellation by MEDU

• If MEDU cannot supply the item (e.g. fabric discontinued, factory fault) and no suitable alternative is agreed, we will refund all amounts paid, or convert to store credit if you prefer.

4. Special Circumstances — Cash Refund Exceptions

To remove any confusion, MEDU will only consider a cash refund for in-store purchases under strictly limited, exceptional circumstances, for example:

• Custom/store orders cancelled more than 14 days before the fitting date, where no production work has started.
• Proven quality defects that cannot be fixed by repair or exchange.
• Late delivery or missed agreed deadlines where MEDU is at fault.
• Other serious exceptional events, such as documented wedding postponements or medical emergencies, at management’s discretion.

These cases are rare and not guaranteed. Any cash refund must be approved by management, may involve deductions for costs already incurred, and will be paid via EFT to the customer’s bank account.

In all other cases, the policy of “All sales are final — no cash refunds” strictly applies.

5. Alterations & Changes to Orders

• Changes to orders (style, fabric, measurements) are only allowed before production starts.
• Once production has begun, any change or cancellation will incur a labour and materials fee.

From 1 January 2025, free alterations are no longer offered. Fixed surcharges apply, for example:

• R150 – shorten length (no lining).
• R350 – shorten length (with lining).
• R450 – increase length.
• 25% of garment price – bodice fit adjustments (where available).

Bodice adjustments for dresses are generally not offered; customers may instead exchange for a different size (within policy and subject to stock).

6. Collections, Storage & Uncollected Items

• When your garment is ready, you will be notified via WhatsApp / SMS / phone.
• Orders must be collected within 2 weeks of the agreed collection or fitting date.
• After 2 weeks, a storage fee of R100 per week applies.
• After 8 weeks from the collection date (and if payments remain incomplete or the item is not collected), MEDU may:
  • Return the garment to stock or sell it; and
  • Forfeit any deposit or lay-by payments as storage and production costs.

7. Quality & Defects

• All garments undergo quality checks before leaving the workshop.
• Customers are encouraged to inspect and fit garments at collection.
• Defects must be reported within 48 hours of collection.

Where a genuine defect is found, MEDU may, at its discretion:

• Repair the item; or
• Exchange it; or
• Provide store credit; or
• In exceptional cases, authorise a cash refund (see Section 4).

Normal wear & tear, damage caused by misuse, poor care, or failing to follow washing/ironing instructions is not considered a defect.

8. Delivery (Optional)

• MEDU may assist with delivery via courier or PAXI.
• Delivery fees are payable before dispatch and are non-refundable.
• It is the customer’s responsibility to provide correct delivery details and to track the parcel.

9. Communication & Records

• Customers are responsible for ensuring MEDU has their correct name, contact number and fitting/collection date.
• WhatsApp and verbal agreements are always backed up by an order slip or invoice; that document is the official reference.
• If a dispute arises, the signed order slip, till slip and these In-Store Terms & Conditions will be used to guide the outcome.

10. Acceptance of Terms

By paying a deposit, placing a lay-by, confirming a custom order, or making an in-store purchase at MEDU, you acknowledge that you have read, understood, and agreed to these In-Store Terms & Conditions.

For any questions, please speak to a supervisor or email info@shopmedu.com before confirming your order.