Returns & Refunds
This policy explains when you can return a preparation and how replacements and refunds work. Your rights under the Consumer Protection Act, 2008 (CPA) still apply.
Because our products are consumable health preparations, we cannot take back an opened or used item because of a change of mind. This is for hygiene and safety. We will always help in the situations below.
1. Damaged, defective or incorrect items
If your order arrives damaged, faulty, past its date, or different from what you ordered, contact us within 7 days of delivery. Send your order details and a photo of the item by WhatsApp at +27 64 874 6929 or email [email protected]. We will arrange a replacement or a full refund, including reasonable return delivery costs where the fault is ours.
The 7-day request helps us resolve delivery issues promptly. It does not limit your statutory rights, including the CPA six-month right below.
2. The CPA six-month right
Under the CPA you may return goods that turn out to be defective within six months of delivery for a repair, replacement or refund. This applies to genuine defects, not to items that have simply been opened and used as intended.
3. Order not received
If tracking shows a problem or your order has not arrived in the expected time, message us and we will follow it up with the courier and put it right.
4. How to start a return
- Message us on WhatsApp or email with your name, order date and what is wrong.
- Keep the item and its packaging until we have agreed the next step.
- We will confirm whether to return it and where to send it.
5. How refunds are made
We pay approved refunds by the same method you paid or by EFT within 10 business days after we receive the returned item or agree the refund. We will keep you updated on WhatsApp.
6. Cancellations
You can cancel an order any time before it is dispatched at no charge. Once it has been handed to the courier, the returns steps above apply.
Any question about a return: [email protected] or WhatsApp us.