Returns, Refunds and Cancellations Policy

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 Supplied

  • If your order arrives damaged or incorrect item, you must notify us by email within 1 day of delivery.

  • in the case of incorrect goods supplied - do not open any of the goods outer packaging as this will result in items considered used

 

  • We will arrange for a collection of the damaged or incorrect goods, these goods must be inspected by us prior to replacement being sent out.

2. Order Cancellations

Before Shipping

  • You may request to cancel an order before it has been shipped.

  • Only administrative fees (non-refundable payment gateway charges) will be deducted from your refund.

After Shipping

  • If an order is cancelled for any reason after it has already shipped, the following will be deducted from your refund:

    • The initial courier fee (non-refundable), We make use of 3rd party courier companies,  shipping lead times are only estimates and delays in delivery can happen from time to time and these are outside of our control, therefore we are not able to refund the shipping fee if you cancel an order or request for a refund after shipping has taken place

    • Administrative fees (non-refundable payment gateway charges). - These fee's are charged by the payment gateway company, we do not recover these therefore cannot absorb them, we only charge you what we cannot recover - these range from 3-4% of order value

    • Refunds are only processed once the courier confirm they are sending the goods back  - we must await this from the courier to ensure no delivery rakes place before we do the refund

Examples:

  • Before Shipping:
    Order value = R500.
    Gateway fee (5%) = R25.
    Refund = R475.

  • After Shipping:
    Order value = R500.
    Initial courier fee = R60.
    Return courier fee = R60.
    Gateway fee (5%) = R25.
    Refund = R355.

3. Returns for Credit (Within 14 Days)

  • Returns are only accepted within 14 days of delivery, and only under the following conditions:

    • Products must be unopened, unused, and in their original sealed packaging.

    • Full cartons only may be returned. If a carton has been opened, all bottles inside are deemed opened and cannot be refunded.

  • 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

  • In the case of goods returned from customers..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:

  • Courier fees (delivery, collection, and any return charges in cases of cancellation after shipping).

  • Administrative fees – Payment gateway charges are deducted from refunds, as these are not reversible:

    • PayFast: up to 5% of total order value. (average is 3%)

    • PayFlex (Pay Later facility): 7% of total order value.

5. Abusive Ordering & Over-Ordering

  • Our website clearly warns against excessive or repeated ordering beyond personal use.

  • We can only supply to you for a 6 month supply by law, you are able to re-order in month 5 of your treatment

  • Resale of goods is strictly prohibited without a licence

  • Customers found to be abusing ordering limits will:

    • Receive refunds less payment gateway fees and a 5% admin fee, and

    • Be permanently banned from purchasing from our store.

6. Customer Responsibility for Delivery

It is the customer’s responsibility to provide:

  • A correct and complete delivery address where someone will be available to receive the order during working hours.

  • 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.

  • Resending an order will require payment of new courier fees.

7. Important Notes

  • 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.

  • 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.

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