Last updated: [date]
We want you to be happy with your order. This policy sets out when you can return something and how refunds work. It sits alongside your rights under the Consumer Protection Act and ECTA — it does not replace them.
Cooling-off: 7 days
Because you bought online, section 44 of ECTA gives you 7 days from delivery to cancel your order without giving a reason. Tell us within those 7 days and return the goods to us. We will refund the purchase price. You pay the cost of returning the goods.
Goods returned under cooling-off must be unopened, unused and in their original sealed packaging. Because our products are consumable, we cannot resell an opened pouch or a broken seal, and we cannot accept those back on cooling-off grounds.
Damaged, defective or wrong items
If what arrives is damaged, past its date, not what you ordered, or otherwise not of acceptable quality, tell us within [7] days of delivery. Send a photo to [your support email] and we will arrange collection at our cost and give you the choice of a replacement, a repair where relevant, or a full refund. This applies for up to 6 months from delivery as the CPA provides.
What we cannot take back
- Opened pouches or sachets, or any item with a broken seal, unless it was defective.
- Items returned after the periods above.
- Items damaged by misuse or incorrect storage after delivery.
- Gift cards and promotional free items.
These limits are for hygiene and safety on a consumable product. They do not affect your rights where an item is genuinely defective.
How to start a return
- Email [your support email] with your order number and what is wrong.
- We will reply within [2] business days with return instructions or a collection booking.
- Pack the item securely, with the original packaging where you still have it.
Please do not send anything back before contacting us — unannounced returns are hard for us to match to an order.
Refunds
Once we receive and check the return, we refund to your original payment method within [5–10] business days. How quickly it appears depends on your bank. If your order qualified for free delivery and a return drops it below the threshold, we may deduct the delivery cost we actually paid.
Bundle discounts are applied to the order as a whole. If you return part of a bundle, the discount is recalculated on what you keep, and the refund reflects that.
Cancelling before dispatch
If your order has not been dispatched, email us and we will cancel and refund it in full.
Contact
Email: CallumSmyly@gmail.com
Phone +27 0607925629