Return and Refund Policy

Effective Date:  11 February 2026

Website: www.sustainablehealth.co.za

Overview

We want you to be completely satisfied with your purchase from Sustainable Health & Wellness (PTY) Ltd. However, we understand that sometimes you may need to return an item.

This policy is designed to comply with the South African Consumer Protection Act (CPA), 2008. Please read this policy carefully before making a purchase.

1. Definitions

• “We”, “Us”, “Our” refers to Sustainable Health.
• “You”, “Your” refers to the customer or consumer.
• “Goods” refers to products purchased on www.sustainablehealth.co.za.

 2. Returns Due to Change of Mind (Standard Returns)

If you change your mind about a purchase, you may return the goods under the following conditions:

• Timeframe: You have 14 calendar days from the date of delivery to notify us of your return.
• Condition: Goods must be unopened, unused, and in their original packaging with all tags and seals intact.
• Shipping Costs: You are responsible for the cost of returning the goods to us. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.
• Restocking Fee: [Choose one: No restocking fee / OR / a 15% restocking fee may apply].
• Refund: Once we receive and inspect the returned goods, we will process your refund within 14 business days. The refund will be issued via the original payment method, excluding the original delivery charges.

3. Returns Due to Defective, Damaged, or Incorrect Goods

We take great care in packaging our products, but mistakes or manufacturing defects can occur.

 3.1 Defective/Faulty Goods

If you received a product that is faulty or defective:

• You may return the product within 6 months of delivery.
• If the fault occurs within the first 6 months, we will cover the return shipping costs.
• You have the right to choose either: (a) a repair, (b) a replacement, or (c) a full refund.
• If the fault occurs after 6 months, you will need to prove the defect existed at the time of delivery to qualify for a return.

 3.2 Damaged in Transit

If your parcel arrives damaged:

• You must notify us via email at [Insert Email Address] within 48 hours of delivery.
• Please provide your order number, a description of the damage, and clear photographs of both the damaged product and the external packaging.
• We will arrange a collection at our cost and issue a replacement or refund immediately.

3.3 Incorrect Item

If we sent you the wrong product:

• Notify us within 14 days of receiving the order.
• We will arrange for the correct item to be sent to you at no additional cost, or issue a full refund.

4. Non-Returnable Items

Due to the nature of our products and for hygiene and safety reasons, we cannot accept returns on:

• Perishable goods or items that have passed their expiration date (unless faulty).
• Personal care products (e.g., supplements, vitamins, essential oils, cosmetics) that have been opened or unsealed.
• Gift cards or vouchers.
• Sale or Clearance items (unless faulty). 

5. Refund Process

• Timeframe: Refunds will be processed within 14 business days of us receiving and approving the returned goods.
• Method: Refunds will be credited back to the original payment method used during checkout (credit card, EFT, or PayPal).
• Late/Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company or bank. If you have done this and still have not received your refund, please contact us at info@sustainablehealth.co.za. 

6. Exchanges

If you wish to exchange an item for a different size, color, or product:

• Please follow the “Change of Mind” procedure (Section 2).
• Return the unwanted item for a refund, and then place a new order for the desired item. This ensures you get the new item as quickly as possible.

 7. Customer Service Contact Information

For all return enquiries, please contact us:

• Email: info@sustainablehealth.co.za
• WhatsApp / Phone: +27 71 892 1747 / +27 82 9678990
• Business Hours: Mon-Fri 9am – 5pm

Please include your order number and reason for return in all correspondence.