Refund Policy.

REFUND POLICY Last updated: June 2026 Our Approach to Refunds At The Margin Collective, every parcel is made by hand, packed with care, and sent with intention. Because each monthly parcel contains original artwork and personalised handmade content, our refund policy reflects the nature of what we make and send. We aim to be fair, transparent, and human in how we handle any issues that arise. If something goes wrong, please reach out — we would much rather find a solution than leave you disappointed. Monthly Subscription Payments 2.1 We do not offer refunds on monthly subscription payments once a parcel for that billing period has been dispatched. 2.2 If you cancel your subscription before your next parcel is dispatched, no further charges will be made. Your cancellation takes effect at the end of the current billing cycle. 2.3 If you believe you have been charged incorrectly, please contact us within 30 days of the charge at hello@themargincollective.co.za and we will investigate and resolve the issue promptly. Damaged Parcels 3.1 If your parcel arrives damaged, please contact us within 7 days of receiving it at hello@themargincollective.co.za. 3.2 Please include your full name, delivery address, a description of the damage, and photographs of the damaged items and packaging where possible. 3.3 We will assess each case individually. Where damage is confirmed, we will offer one of the following at our discretion: A replacement of the damaged item or items A store credit applied to your account A partial refund for the damaged portion of the parcel 3.4 We are not able to offer full refunds for parcels where only part of the contents is damaged. Lost Parcels 4.1 If your parcel has not arrived within 7 days of the expected delivery window, please contact us at hello@themargincollective.co.za as soon as possible. 4.2 We will investigate with our courier partner. If the parcel is confirmed as lost by the courier, we will send a replacement parcel at no additional cost to you. 4.3 We are not able to offer cash refunds for lost parcels — replacements will be issued instead. 4.4 We are not responsible for parcels that cannot be delivered due to an incorrect or incomplete delivery address provided by you. In this case, additional courier costs for redelivery will be charged to you. Change of Mind 5.1 We do not offer refunds for change of mind once a parcel has been dispatched. 5.2 If you no longer wish to continue your subscription, you may cancel at any time from your account under "My Subscription." Cancellation stops future billing but does not entitle you to a refund for the current billing month. First Parcel Guarantee 6.1 We want every new subscriber to feel confident joining The Margin Collective. If you are genuinely unhappy with your very first parcel for any reason, please contact us within 14 days of receiving it at hello@themargincollective.co.za. 6.2 We will do our best to make it right — whether that is a replacement, a store credit, or in exceptional circumstances, a refund for your first month's payment. Each case will be assessed individually and at our discretion. How to Request a Refund or Replacement If you have an issue with your parcel and would like to request a refund or replacement, please contact us by email at hello@themargincollective.co.za with the following information: Your full name Your registered email address Your delivery address A description of the issue Photographs of any damaged items or packaging where applicable We aim to respond to all queries within 2 business days. Refund Processing 8.1 Where a refund is approved, it will be processed back to your original payment method via Paystack within 5 to 10 business days, depending on your bank or card provider. 8.2 We are not responsible for any delays caused by your bank or card provider in processing the refund. Consumer Rights Nothing in this Refund Policy affects your statutory rights under the South African Consumer Protection Act 68 of 2008. If you believe your consumer rights have not been respected, you may contact the National Consumer Commission at www.thencc.org.za. Contact Us For any refund or returns related questions, please contact us at: Email: hello@themargincollective.co.za Website: www.margin-collective.com