Refund policy

MOYENA GROUP (PTY) LTD
Trading as Moyena Learning
www.moyenalearning.co.za

REFUND AND CANCELLATION POLICY

Effective Date: 3 June 2026

  1. Overview

Moyena Group (Pty) Ltd trading as Moyena Learning (“Moyena Learning”, “we”, “us”, or “our”) is committed to providing high-quality educational learning resources for South African families, parents, caregivers, educators, and learners.

This Refund and Cancellation Policy explains how returns, refunds, cancellations, and digital download issues are handled for products purchased or downloaded through www.moyenalearning.co.za.

This Policy is intended to be read together with our Terms and Conditions, Privacy Policy, Shipping and Delivery Policy, and any other policies published on our website.

  1. Physical Products: Printed Workbooks

2.1 Eligibility for Return

You may request to return a printed workbook within 10 business days of receiving your order, provided that:

  • The workbook is unused, unmarked, and in its original condition

  • The workbook has not been written in, cut, pasted, coloured in, damaged, or otherwise used

  • The product is returned with any original packaging, where applicable

  • Proof of purchase is provided

Because Moyena Learning workbooks are activity-based learning materials intended to be written in, cut, pasted, and used by learners, we cannot accept returns for workbooks that have already been used.

2.2 Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, or materially different from what was described on our website, please contact us as soon as possible at info@moyenalearning.co.za.

Please include:

  • Your full name

  • Your order number

  • A description of the issue

  • Photographs of the damaged, defective, or incorrect product

  • Photographs of the packaging, where relevant

Where a product is confirmed to be defective, damaged, or incorrectly supplied, Moyena Learning may offer one of the following:

  • A replacement product

  • A refund

  • Another suitable remedy in accordance with applicable South African consumer protection laws

  1. How to Request a Return

To request a return, please contact us at:

info@moyenalearning.co.za

Your return request should include:

  • Your full name

  • Your order number

  • The product you wish to return

  • The reason for the return

  • Photographs, where the return relates to damage, defect, or incorrect supply

If your return request is approved, we will provide return instructions.

Please do not send a product back before receiving return instructions from Moyena Learning.

  1. Return Delivery Costs

Return delivery costs are generally the responsibility of the customer, unless the return is due to:

  • A defective product

  • A damaged product

  • An incorrect product supplied by Moyena Learning

  • An error made by Moyena Learning

Where the return is due to our error or a confirmed defect, Moyena Learning will provide guidance on the appropriate return or replacement process.

  1. Refund Processing for Physical Products

Once the returned product has been received and inspected, we will notify you whether your refund has been approved or declined.

If approved, your refund will be processed to the original payment method, where possible.

Refund processing times may vary depending on the payment provider, bank, or payment gateway used. Approved refunds are generally processed within 7 to 10 business days after approval.

  1. Digital Products and Downloads

6.1 Free Digital Downloads

No refund applies to free digital downloads because no payment has been made.

If you experience a technical issue accessing a free Moyena Learning digital download, please contact us at:

info@moyenalearning.co.za

We will make reasonable efforts to assist you with access to the relevant download.

6.2 Paid Digital Products

Due to the nature of digital products, we do not generally offer refunds on paid digital downloads once the file has been accessed, downloaded, or delivered, except where:

  • The file is corrupted or unusable upon delivery

  • The product materially differs from its description

  • Access to the file cannot be provided due to a technical issue caused by Moyena Learning or our digital delivery system

Where a digital product issue is confirmed, Moyena Learning may offer:

  • A replacement file

  • A corrected download link

  • Technical assistance

  • A refund, where appropriate

Please contact us within 5 business days of purchase if you experience an issue with a paid digital product.

  1. Orders Not Yet Dispatched

If you wish to cancel a physical product order before it has been dispatched, please contact us immediately at:

info@moyenalearning.co.za

We will do our best to accommodate cancellation requests before dispatch.

If the order has already been dispatched, it cannot be cancelled and must instead be handled through the return process described in this Policy.

  1. Orders Already Dispatched

Once a physical product order has been dispatched, delivery fees may not be refundable unless the cancellation or return is due to an error by Moyena Learning or a confirmed defect.

If you no longer want the product after it has been dispatched, you may request a return in accordance with Section 2 of this Policy.

  1. Incorrect Delivery Details

Customers are responsible for ensuring that delivery details, contact information, and collection point information are accurate when placing an order.

Moyena Learning is not responsible for delays, failed deliveries, or additional delivery costs caused by incorrect or incomplete information provided by the customer.

Where possible, we will assist with correcting delivery details before dispatch.

  1. Failed Delivery or Uncollected Orders

If an order cannot be delivered or is not collected from the selected delivery or pickup point within the required time period, the order may be returned to Moyena Learning or the delivery provider.

Additional delivery, return, or re-delivery costs may apply.

Refunds for failed delivery or uncollected orders will be considered on a case-by-case basis, taking into account product condition, delivery costs, and any third-party courier or pickup point fees incurred.

  1. Bulk, School, Corporate, or Foundation Orders

Refund and cancellation terms for bulk orders, school orders, corporate orders, sponsored orders, or foundation-related orders may differ from standard website purchases.

These orders may be governed by the terms stated in the applicable quote, invoice, purchase agreement, partnership agreement, or written arrangement.

Please contact us directly to discuss any refund or cancellation query relating to a bulk or institutional order.

  1. Consumer Rights

Nothing in this Policy limits any rights you may have under the Consumer Protection Act 68 of 2008 or any other applicable South African consumer protection legislation.

Where a product is defective, unsafe, or materially different from what was described, your rights will be handled in accordance with applicable law.

  1. Contact for Refund and Cancellation Queries

If you have any questions about returns, refunds, cancellations, or digital download issues, please contact us:

Moyena Group (Pty) Ltd
Trading as Moyena Learning
Company Registration Number: 2026/168599/07
Address: 99 Sunshine Crescent, Nietgedacht, Fourways, Johannesburg, 1739
Email: info@moyenalearning.co.za
Website: www.moyenalearning.co.za

We aim to handle all refund and cancellation queries fairly and promptly.

© 2026 Moyena Group (Pty) Ltd trading as Moyena Learning. All rights reserved.