MEDU Online Store — Refund, Returns & Exchanges Policy

Applies to all purchases made on www.shopmedu.com.

1. Core Principles

All sales are final. No cash refunds.

We offer exchanges or store credit only, within 14 days of receiving your order, provided the conditions below are met.

These online terms apply only to purchases made through our official website. In-store and WhatsApp orders follow separate terms.

2. 14-Day Return Window

You have 14 days from the date you receive your order to request and complete a return or exchange.

• Returns started or delivered after 14 days will be automatically rejected.
• Rejected items must be collected from our store by the customer.

3. General Conditions for Returns

To qualify for a return or exchange:

• A valid proof of purchase (order confirmation, receipt, or order number) is required.
• Items must be unused, unworn, unwashed, unaltered, and in original MEDU packaging.
• All accessories, documentation, belts, ties, tags, labels, and packaging must be included.
• Products with makeup stains, perfume, damage, missing packaging, or signs of wear will be rejected.
• Delivery fees from the original order are non-refundable.

Returns are assessed within 7–14 business days of receipt. Refunds (where applicable under the Consumer Protection Act or for quality defects) are issued to the original payment method.

4. Conditions for Exchanges

• You may exchange for a different size or a different item (subject to stock availability).
• If the exchange item costs more, we will issue a balance payment link.
• If the exchange item costs less, the difference will be issued as store credit.
• Exchanges processed within the 14-day return window are free of charge.
• Refunds for approved defective items will be processed to the original payment method. EFT refunds will have payment gateway transaction fees deducted.

5. Special Conditions

5.1 Sale, Promotional, Bundled & Free Items

• Sale, discounted, clearance, or promotional items must be returned unused and in original packaging.
• Promotional bundles must be returned in full.
• Partial returns from a promotional bundle will be recalculated at the original (non-promotional) price, and any promotional benefit will be forfeited.

5.2 Non-Returnable Items

For hygiene and custom-make reasons, the following are final sale and not eligible for return or exchange:

• Accessories (earrings, headwear, hair items, belts, ties, etc.).
• Custom-made, made-to-order, or altered garments.
• Clearance, discounted, or sale items.
• Items returned worn, damaged, or without original tags and packaging.

6. How to Return Your Online Order

6.1 Email Return Request (Required)

To initiate a return, please email us at info@shopmedu.com with:

• Your order number.
• Reason for the return.
• Photos (if damaged or defective).
• Your contact details.

Once the item is returned and assessed, a store gift card will be issued within 5 working days for the value of the returned item, if the return is approved.

7. Return Locations (Drop-Off Options)

You may return items to any of the following locations:

• MEDU Store – Maboneng: 274 Fox Street, City & Suburban, Johannesburg 2094
• The Courier Guy – Jewel City Kiosk: 248 Commissioner Street, Johannesburg
• PostNet – Jewel City: 233 Fox Street, Johannesburg
• PEPHOME JBH – Jewel City: Shop 29, Jewel City, Johannesburg

8. Pickup Service

If you prefer collection from your address, we offer a R100 pickup service. You can purchase the voucher for this service here.

9. Sizing Policy

9.1 Size Consultation Service

We offer a free size consultation service at our store in Maboneng where customers can get their measurements taken and receive personalised advice to help reduce sizing issues.

9.2 Standard Size Ranges

MEDU uses standard size charts for ladies, gents, girls, and boys.

• Ladies: Sizes 28 to 46
• Men: Sizes XS to XXL
• Girls: Sizes 3–4 years to 13–14 years
• Boys: Sizes 3–4 years to 13–14 years

Our full size chart is available here: MEDU Size Chart.

9.3 Customer Responsibility

It is the customer’s responsibility to select the correct size. Exchanges can be made, subject to stock availability. No refunds will be issued for sizing issues.

We do not offer free alterations for sizing issues to fit a customer’s exact body measurements. If you require a garment made to your specific measurements, a new custom order must be placed (governed by our in-store custom order terms).

10. Alterations Policy

MEDU will no longer offer free alteration services. Fixed surcharges for alterations are as follows (for alterations arranged after your online purchase has been received):

• R250 for reducing the length of items without lining.
• R450 for reducing the length of items with lining.
• 25% of the product price for increasing the length of any item or altering the bodice to a better fit (according to the customer’s specific measurements).

Note: We will no longer offer alterations on the bodice of dresses; we will only exchange for a bigger or smaller size (where stock allows).

11. Shopping Policy

Orders and purchases are only accepted through the:

• MEDU online store; or
• Official MEDU WhatsApp: 064 789 2940; or
• Physical MEDU store in Maboneng (subject to in-store terms).

Enquiries are accepted through all channels. However, bulk orders must be placed online or through our store to ensure accuracy and timely processing.

It is the customer’s responsibility to provide complete details (Name, Phone Number, Email, Shipping Address, and clear descriptions of items being ordered) and ensure that all items invoiced are correct before making payment.

Any orders placed through channels other than the official MEDU website or physical store will be at your own risk, and MEDU cannot guarantee timely processing or fulfilment.

Online payment methods: We accept payment via Payfast, Yoco, PayJustNow and Payflex on our online store.

12. Turnaround Time

• Typical turnaround time is 5–7 working days.
• During peak seasons (July to December), orders may take up to 14 working days.
• We do not accept rushed orders, as they compromise product quality.

If there is a delay in processing your order, we will notify you as soon as possible to manage expectations and offer alternatives where necessary.

13. Cancellation Policy

• Online store orders may be cancelled before dispatch, unless already in production or customised.
• Once an order has been dispatched, it cannot be cancelled and will instead be handled under our returns and exchanges process.

14. Abuse of Return Policies

If we determine misuse or abuse of our return policies, we reserve the right to:

• Reject returns that do not meet policy requirements.
• Suspend or close customer accounts.
• Take further action deemed appropriate in cases of fraud or policy manipulation.

15. Feedback & Reviews

Customers will receive an automated review request after receiving their order. We value your feedback and use it to improve our service and products.

16. Shipping Fees

• Shipping costs are non-refundable if the customer returns an item after it has been shipped.
• Approved exchange items will be shipped back to you free of charge.

17. Contact Information

If you have any questions about this policy, please contact us:

• Email: info@shopmedu.com
• Phone / WhatsApp: 064 789 2940
• Store Address: 274 Fox Street, City & Suburban, Johannesburg 2094 (Maboneng)