Cancellations, Returns & Refunds Policy
We want to ensure clarity and fairness when it comes to cancellations, returns, and refunds. Because our products are medical in nature, strict rules apply. Please read carefully before placing an order.
1. Damaged or Incorrect Goods
If your order arrives damaged or incorrect, you must notify us by email within 1 day of delivery.
We will arrange a replacement at our cost once the returned goods have been inspected.
2. Order Cancellations (Before Delivery)
You may request to cancel an order before delivery has taken place.
If processing has already begun, you may be liable for:
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Courier fees incurred, and
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Administrative fees (to cover non-refundable payment gateway charges).
These fees will be deducted from your refund.
3. Returns for Credit (Within 14 Days)
Returns are only accepted within 14 days of delivery, and only under the following conditions:
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Products must be unopened, unused, and in their original sealed packaging.
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Full cartons only may be returned. If a carton has been opened, all bottles inside are deemed opened and cannot be refunded.
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Returns must be pre-arranged with us. Unauthorised returns will not be accepted.
We will arrange courier collection; however, courier costs are non-refundable and are the customer’s responsibility.
4. Refund Processing
Refunds are processed only after returned goods have been received and inspected at our warehouse.
Refunds are issued to your original payment method within 2-3 business days after inspection.
The following are non-refundable:
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Courier fees (delivery and collection).
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Administrative fees – Payment gateway charges are deducted from refunds, as these are not reversible:
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PayFast: up to 5% of total order value.
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PayFlex (Pay Later facility): 7% of total order value.
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5. Abusive Ordering & Over-Ordering
Our website clearly warns against excessive or repeated ordering beyond personal use.
Resale of goods is strictly prohibited.
Customers found to be abusing ordering limits will:
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Receive refunds less payment gateway fees and a 5% admin fee, and
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Be permanently banned from purchasing from our store.
6. Customer Responsibility for Delivery
It is the customer’s responsibility to provide:
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A correct and complete delivery address where someone will be available to receive the order during working hours.
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A valid telephone number so that courier drivers can contact you if necessary.
If you are not available during normal delivery hours, you must provide clear additional instructions (e.g., leave at reception or with security).
If a parcel is returned to us due to failed delivery attempts, courier costs are not refundable. As our mission is to make minoxidil more affordable to South Africans, we price our products very competitively and cannot absorb additional courier charges. Resending an order will require payment of new courier fees.
7. Important Notes
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Due to the nature of the treatments, results cannot be guaranteed for every individual. This is a normal limitation of personal care products and does not qualify as a reason for return.
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Courier fees are always non-refundable, including cases where the courier was unable to complete delivery (e.g., incorrect address or failed delivery attempts). Resending will require payment of additional courier fees.
