RETURN & REFUND POLICY
Please read the following payment requirements before placing your order.
1. General Returns
Due to the consumable and hygiene-sensitive nature of our products, we generally do not accept change-of-mind returns or exchanges after dispatch, except where required by law.
Please check your product, strength, format and quantity carefully before completing your purchase.
2. Returns We Generally Do Not Accept
Subject to your statutory rights, we do not offer returns or refunds for:
• Ordering errors: Selecting the wrong product, strength, format or quantity.
• Personal expectations: A product not delivering your desired results does not, on its own, mean it is defective.
• Change of mind: No longer wanting the product after purchase.
• Opened or used products: Unless there is a valid defect, safety or other statutory claim.
• Damage caused after delivery: Including damage from improper storage, handling, misuse or tampering.
An unopened seal does not automatically qualify a product for a change-of-mind return.
3. Incorrect or Damaged
If we send the wrong item, please contact us as soon as possible.
Include:
• Your order number.
• A brief description of the issue.
• Clear photos of the product, packaging, batch number and expiry date, where relevant.
Stop using any product you believe may be unsafe. Keep the product and its packaging while we assess the issue and arrange the next steps.
Opening a product does not automatically invalidate a legitimate defect claim. Where applicable, we will arrange a repair, replacement or refund in accordance with your consumer rights.
4. Cancellations & Online Purchase Rights
If you need to cancel an order, contact us immediately so we can check its processing and dispatch status.
Where a statutory cooling-off right applies to an online purchase, we will honour it. Eligibility, return costs and refund timeframes will be handled in accordance with applicable law.
5. Unavailable Products
If an item becomes unavailable after payment, we will contact you and refund the amount paid for the unavailable item unless you agree to an alternative.
6. Lost Parcels & Shipping Insurance
If your parcel is missing or has a confirmed delivery issue, please contact us so we can investigate with the courier.
If shipping insurance was selected at checkout, any insurance claim is subject to the insurer’s terms and requirements. Insurance does not replace or limit your statutory rights.
7. Return & Refund Arrangements
Please contact us before sending a product back so we can provide the correct return instructions.
We will explain the assessment process, any applicable return costs, and the refund arrangements for your claim. Valid statutory claims will be handled within the timeframes required by law.
8. Contact Us
• Email: [email protected]
• WhatsApp: +27 71 498 5870
Please include your order number with your enquiry.