RETURNS & REFUND POLICY
Last Updated: 3 July 2026
At Magdalene’s Project, we take care in creating and providing our handcrafted garments and accessories.
We hope that every customer is happy with their purchase. If you are not satisfied with an eligible product, you may request a return in accordance with the policy below.
1. 14-DAY RETURN PERIOD
Customers may request to return an eligible product within 14 calendar days from the date the product is received.
To begin a return, please contact Magdalene’s Project within the 14-day period and provide:
- Your name;
- Your order details or proof of purchase;
- The product you wish to return; and
- The reason for the return.
Please do not send or leave a returned product without first contacting us and agreeing on the return or collection arrangements.
2. RETURN CONDITIONS
To be eligible for a return, the product should:
- Be unused;
- Be unworn, except for reasonable fitting or inspection;
- Be unwashed;
- Be unaltered;
- Be free from stains, odours, damage, or signs of use;
- Have original tags attached, where applicable;
- Be returned with original packaging, where reasonably possible; and
- Be accompanied by proof of purchase or order confirmation.
We reserve the right to inspect returned products before approving an exchange or refund.
3. HANDCRAFTED PRODUCTS
Many of our products are handmade or handcrafted.
As a result, small variations may occur in:
- Stitching;
- Colour;
- Pattern placement;
- Shape;
- Measurements; or
- Finishing.
Reasonable variations of this nature are part of the unique character of handcrafted products and are not necessarily considered defects.
However, if there is a significant manufacturing defect or the product is materially different from what was ordered, please contact us so that we can assess the matter and provide an appropriate solution.
4. NON-RETURNABLE PRODUCTS
The following products are generally not eligible for return:
- Products that have been worn beyond reasonable fitting or inspection;
- Products that have been washed;
- Products that have been altered by the customer;
- Products damaged after delivery due to misuse or improper care;
- Products with stains, odours, or other signs of use;
- Personalised products;
- Custom-made products created specifically according to a customer’s instructions or specifications; and
- Products that cannot reasonably be returned for hygiene reasons.
This does not remove any rights that may apply under Namibian law in relation to defective, damaged, or incorrectly supplied products.
5. WRONG, DAMAGED, OR DEFECTIVE PRODUCTS
If you receive:
- The wrong product;
- The wrong size or colour compared with your confirmed order;
- A product damaged before or during delivery; or
- A product with a significant manufacturing defect,
please contact Magdalene’s Project as soon as reasonably possible.
We may ask you to provide:
- Your order number or proof of purchase;
- A description of the problem; and
- Clear photographs showing the product and the problem.
Once the matter has been assessed, we may offer an appropriate remedy, such as:
- Replacement;
- Exchange;
- Repair, where suitable; or
- Refund.
The appropriate solution will depend on the circumstances and applicable law.
6. EXCHANGES
Where stock is available, customers may request an exchange for another size, colour, or eligible product.
An exchange is subject to:
- The original product meeting the return conditions;
- Availability of the requested replacement product; and
- Any price difference between the original and replacement product.
If the replacement product costs more, the customer must pay the difference.
If the replacement product costs less, the difference may be refunded or otherwise resolved by agreement with the customer.
7. RETURN COSTS
If a customer returns a standard product because of a change of mind or personal preference, the customer may be responsible for the reasonable direct cost of returning the product.
If the product supplied was incorrect, defective, or damaged before or during delivery, Magdalene’s Project will make reasonable arrangements concerning the return or replacement of the product.
8. REFUNDS
Once a returned product has been received and inspected, we will inform the customer whether the refund has been approved.
Approved refunds will be made by an appropriate agreed method.
For purchases originally paid in cash, the refund may be made:
- In cash; or
- By direct bank transfer, as agreed with the customer.
For purchases paid by direct bank transfer, the refund will normally be made by bank transfer.
Customers may be asked to provide appropriate banking details for a refund. Customers should never provide banking passwords, PIN numbers, or login credentials.
Refunds will be processed within a reasonable period after approval and in accordance with applicable legal requirements.
9. ORDER CANCELLATIONS
If you wish to cancel an order before delivery or collection, please contact us as soon as possible.
For standard products, we will make reasonable efforts to cancel the order before delivery or collection.
For personalised or custom-made products, cancellation may not be possible once materials have been purchased specifically for the order or production has started, subject to applicable law.
10. HOW TO REQUEST A RETURN
To request a return, exchange, or refund, please contact:
Magdalene’s Project
Coptic Orthodox Church
Saint Mark Church in Windhoek
38–40 Scheppmann Street
Windhoek, Namibia
Website: magdalenesproject.com
Please include your name, order details, product information, and the reason for your request.
11. APPLICABLE LAW
This Returns & Refund Policy is intended to operate in accordance with the laws of the Republic of Namibia.
Nothing in this policy is intended to exclude, restrict, or remove any consumer right or remedy that cannot lawfully be excluded or restricted.