Refund policy

Returns & Refund Policy

Effective Date: August 2026

At Milk & Marrow, we take great pride in the quality of every product we create. Each item is carefully inspected before dispatch to ensure it meets our high standards of craftsmanship, performance and safety.

This Returns & Refund Policy forms part of our Terms of Service and applies to all purchases made through www.milkandmarrow.store.

Nothing contained in this policy limits or excludes any rights afforded to consumers under the Consumer Protection Act 68 of 2008 ("CPA") or any other applicable South African legislation.

1. Your Consumer Rights

Milk & Marrow is committed to supplying products that are of good quality, in good working order, free from defects and reasonably suitable for their intended purpose, as required by the Consumer Protection Act.

If a product is defective, unsafe or fails to meet the standards required by applicable South African law, you are entitled to the remedies provided under the Consumer Protection Act.

2. Faulty, Defective or Incorrectly Supplied Products

If you believe you have received a product that is defective, damaged upon delivery or materially different from the product you ordered, please contact us as soon as reasonably possible after receiving your order.

To help us assess your claim promptly, please email hello@milkandmarrow.store and include:

  • Your order number;
  • A description of the issue;
  • Clear photographs of the product; and
  • Photographs of the packaging where relevant.

We may request additional information or ask that the product be returned for inspection where reasonably necessary to assess the claim.

If the product is confirmed to be defective or incorrectly supplied, Milk & Marrow will, in accordance with the Consumer Protection Act, repair, replace or refund the product, as appropriate.

3. Natural Textile Characteristics

Our products are crafted from premium textiles.

Minor variations in:

  • print placement;
  • fabric texture;
  • weave;
  • colour tone;
  • stitching;
  • dimensions within normal manufacturing tolerances; and
  • the appearance of natural fibres,

are inherent characteristics of textile manufacturing and are not regarded as manufacturing defects.

Likewise, slight colour variations between website images and the finished product may occur due to photography, lighting and individual screen settings. These natural variations do not constitute faults.

4. Cloth Diaper Performance

The performance, absorbency, waterproofing and lifespan of cloth diapers and absorbent inserts depend on correct preparation, washing, drying, storage and use.

Milk & Marrow cannot accept responsibility for performance issues resulting from:

  • failure to follow our published care instructions;
  • the use of unsuitable detergents;
  • bleach or fabric softeners;
  • excessive washing temperatures;
  • tumble drying where not recommended;
  • improper storage;
  • mineral build-up or detergent residue;
  • normal wear and tear; or
  • misuse of the product.

Customers are responsible for following all care instructions provided with their products.

5. Return Procedure

If you believe your product is faulty, please contact us before returning any item.

Products returned without prior communication may result in delays while we verify the claim.

Where a return is approved, we will provide instructions regarding the return process, including the appropriate return address and any additional information required.

6. Refunds

Where a refund is approved, it will be processed using the original payment method wherever reasonably possible.

Refund processing times may vary depending on your payment provider or financial institution.

Where a product is confirmed to be defective or incorrectly supplied, Milk & Marrow will also arrange or reimburse reasonable return shipping costs where appropriate.

7. Contact Us

If you have any questions regarding this Returns & Refund Policy or wish to report a product concern, please contact us:

Milk and Marrow Collective (Pty) Ltd

Website
www.milkandmarrow.store

Email
hello@milkandmarrow.store

Telephone
+27 65 361 9182

Milk & Marrow is committed to resolving genuine product concerns fairly, promptly and in accordance with South African consumer protection legislation. We proudly stand behind the quality of our products and are dedicated to ensuring every family receives the standard of craftsmanship and service that defines our brand.