Delivery, Returns, Warranty & Grey Goods Policy

What are the charges on delivery?

Unless “FREE DELIVERY” is specifically stated, a standard express courier charge of R120 applies to deliveries anywhere in South Africa.

How long does shipping take with Payflex and PayJustNow?

Orders paid using Payflex or PayJustNow are generally delivered within 4–8 business days.

Delivery times may vary depending on the destination, courier availability, public holidays, and other circumstances outside of MISTAR's control.

What if I live in a remote area?

For remote areas that are not serviced by our standard courier network, MISTAR may arrange delivery through the Post Office, PAXI, PUDO, or to the nearest accessible town serviced by the courier company.

In these circumstances, MISTAR will contact the customer to arrange a suitable alternative delivery address or collection point.

Can I cancel my order?

Customers may request cancellation of an order, subject to the status of the order and applicable law.

Where a cancellation is permitted and the order has already incurred processing, payment, or administrative costs, MISTAR may charge a 10% administration fee, where permitted by applicable law.

MISTAR reserves the right to cancel an order where payment has already been received. This may occur where stock is unavailable, incorrectly listed, insufficient, or where the quality of the goods does not meet MISTAR's standards.

If MISTAR cancels an order for these reasons, the customer will receive a full refund with no administration deduction.

Who should I contact if I am not happy with the quality of a product?

Any complaints regarding the standard, quality, or condition of products purchased through MISTAR should be directed to our customer service team.

Email: [INSERT MISTAR CUSTOMER SERVICE EMAIL]

Warranty & Repair Policy

If your product is still within its stipulated warranty period, the product may be submitted for a warranty inspection by MISTAR and/or the relevant supplier or manufacturer.

Warranty coverage does not generally include damage resulting from negligence, misuse, abuse, accidental damage, normal wear and tear, unauthorized modifications, or circumstances beyond reasonable control, subject to applicable law and the specific warranty applicable to the product.

The relevant supplier, manufacturer, or authorised repair centre may assess the product and determine whether the reported fault is covered under warranty.

Warranty assessments and repairs may take up to 21 working days, depending on the product, supplier, manufacturer, and availability of replacement parts.

A R250 handling and courier fee may apply where MISTAR arranges collection of a repair item and delivery of the repaired item back to the customer.

Where applicable, the repaired product will only be returned to the customer once the required courier or handling fee has been received.

Returns Policy

If, upon receiving your order, you are not satisfied with your purchase, please contact our customer service team within 7 days.

Where a return is permitted, the item must be returned in its original condition and original packaging, together with all relevant accessories, documentation, labels, and the original invoice.

Certain products may be subject to specific return restrictions due to their nature, hygiene requirements, customization, or applicable law.

Refund Processing

Approved refunds are processed using the original payment method where possible.

Refunds may take approximately 5–30 business days to reflect, depending on your payment provider, bank, or financial institution.

What if my product is damaged or faulty?

If you receive a product that is damaged, defective, or faulty, please contact MISTAR as soon as possible.

Depending on the circumstances and applicable consumer protection laws, MISTAR may repair, replace, or refund the product.

Customers may be required to provide photographs, videos, or other information to assist with assessing the reported damage or fault.

Administration Fees

Although administration fees are not commonly charged, MISTAR reserves the right to charge a 10% administration fee where a return or cancellation results in significant processing, administration, or other reasonable costs, where permitted by applicable law.

Where is my order?

MISTAR generally aims to deliver orders within 4–8 business days after payment has been received and processed.

Delivery times may vary depending on stock availability, destination, courier schedules, public holidays, peak periods, and circumstances outside of MISTAR's control.

Once your order has been dispatched, you will receive a notification containing your tracking number, where tracking is available.

You can use the tracking information to follow the progress of your delivery.

If you have any concerns regarding your delivery, please contact MISTAR Customer Service.

Can I exchange a product?

Products may be exchanged for a different size or colour of the same product, provided that the requested alternative is available.

Exchange requests must generally be made within 7 days of receiving the product.

Any unwanted product, unless faulty or otherwise provided for by applicable law, must be returned in a resalable condition.

This means that:

• The product must be unused;

• The product must be undamaged;

• All original packaging must be included;

• All original labels and accessories must be included; and

• The original invoice must accompany the return.

MISTAR reserves the right to refuse a return or exchange where a product has been damaged, used, altered, or returned in a condition that prevents it from being resold, subject to applicable consumer protection legislation.

All returns must include the original invoice provided with the order.

Store Collections & Nationwide Delivery

MISTAR is a retail and online retailer and offers delivery nationwide within South Africa.

Customers may also be able to collect orders from our store in KwaZulu-Natal (KZN), subject to confirmation that the order is ready for collection.

Customers choosing collection will be notified when their order is ready.

Contact Details for Delivery

Customers are required to provide a valid telephone or mobile number when placing an order so that MISTAR and/or the courier company can contact them regarding delivery.

Customers are responsible for ensuring that the delivery address and contact information supplied at checkout are accurate and complete.

Discreet Packaging

Orders are packaged in suitable boxes, courier bags, or flyer bags.

Where reasonably possible, packaging will not display an indication of the specific contents of the order on the exterior.

A 10% administration fee may be charged where applicable and permitted by law.

Parallel Import ("Grey") Goods Policy

Some products sold by MISTAR may be parallel imports, commonly referred to as “grey goods.”

Parallel-imported products are genuine branded products that have been legally obtained from international markets and imported independently rather than through the brand's authorised South African distributor or agent.

As a result, the manufacturer's local warranty, technical support, or after-sales services provided by the authorised South African distributor may not apply.

Where applicable, MISTAR and/or its suppliers will provide warranty and after-sales support in accordance with the applicable product warranty and South African consumer protection legislation.

By purchasing a parallel-imported product, customers acknowledge that any applicable warranty claims, technical support, or after-sales assistance may be handled by MISTAR and/or its suppliers rather than the brand's authorised South African distributor.

Parallel-import status does not mean that a product is counterfeit. Parallel-imported products sold by MISTAR are intended to be genuine branded products obtained through lawful supply channels.