Refund policy
We have a 30-day return policy. This means you have 30 days from the day you receive your item to request a return.
Eligibility for a return
To be eligible, your item must be in the same condition you received it: unused, in its original packaging, and with proof of purchase.
To be eligible, your item must be in the same condition you received it: unused, in its original packaging, and with proof of purchase.
How to request a return
To start a return, please email us at info@musicboxsa.co.za with:
To start a return, please email us at info@musicboxsa.co.za with:
- Your order number
- A short description of the reason for the return
- Photos (if the item is damaged or incorrect)
If your return is approved, we’ll email you the next steps and provide the returns address. Please do not send items back without contacting us first, returns must be requested and approved before anything is sent.
Once engraving/design work has been approved and completed, refunds may be limited.
Return Shipping
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order when it arrives. If your item is defective, damaged, or you received the wrong item, contact us immediately at info@musicboxsa.co.za so we can make it right.
Exceptions / non-returnable items
Because Music Box SA items are made to order and often personalised, returns for personalised items are handled case-by-case.
We do not accept returns on sale items or gift cards.
If you’re unsure whether your order qualifies, please email us before purchasing or as soon as you receive your item, we’re always happy to help.
Exchanges
The fastest way to get what you want is to request a return (if eligible). Once the return is accepted, you can place a new order for the correct item.
Refunds
Once we receive and inspect your return, we’ll let you know whether your refund is approved. If approved, you’ll be refunded to your original payment method within 10 business days. Please note that your bank or card provider may take additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at info@musicboxsa.co.za.