1. General Return Eligibility
Returns must be requested within 30 (thirty) days from the date of purchase.
To be eligible for a return, the following conditions apply:
- Products must be returned in their original packaging
- Items must be in a resaleable condition, unused and undamaged, unless received in a defective or damaged state
- All return requests must be pre-authorised in writing via WhatsApp or email prior to dispatch
We reserve the right to refuse any return that:
- Is returned without proper identification or order reference
- Has not been pre-approved
- Does not comply with these conditions
2. Non-Returnable Items
For health, hygiene, and product integrity reasons, the following items are strictly non-returnable and non-refundable unless they are defective or incorrectly supplied:
- Opened or partially used tinctures and liquid remedies
- Any products with broken seals or tampered packaging (excluding approved returns of first-time purchases at our discretion)
- Custom-made or specially prepared formulations
- Perishable or time-sensitive health products
- Any item explicitly marked as “non-returnable” at the point of sale
We reserve the right to decline returns of any product that cannot be safely restocked or resold.
3. Damaged, Defective or Incorrect Items
If you receive a damaged, defective, or incorrect product, you must notify us within 7 (seven) days of delivery.
To qualify for assessment:
- Clear photographs of the product and packaging must be provided
- The issue must be reported via WhatsApp or email within the required timeframe
Where a claim is valid, we will, at our discretion:
- Replace the item, or
- Issue a refund, or
- Provide store credit
In such cases, return shipping costs will be covered by us.
4. Refunds
All approved returns will be inspected upon receipt before any refund is processed.
Refund outcomes may include:
- Refund to the original or nominated bank account
- Store credit for future purchases
Refunds are processed within 1–5 business days after approval, however, bank processing times may vary and are outside of our control.
We reserve the right to refuse refunds if returned goods do not meet eligibility requirements.
5. Return Shipping
Unless otherwise required by law or explicitly agreed in writing:
- Return shipping costs are the responsibility of the customer
- This applies even where the original order qualified for free delivery
- We strongly recommend using a tracked and reliable courier service (e.g., The Courier Guy)
We are not liable for items lost or damaged during return transit.
6. Customer Dissatisfaction
If you are dissatisfied with a product, particularly on a first-time purchase, you are encouraged to contact us.
We may request reasonable information regarding usage and experience to assess the matter fairly.
While we are not obligated to refund shipping fees, we will make reasonable efforts to ensure fair and appropriate resolution in good faith.
7. Exchanges and Company Error
Where an error has occurred on our part (including incorrect items sent), we will:
- Cover return shipping costs
- Replace the incorrect item at no additional cost, or
- Issue a refund where appropriate
Customers must report such errors with supporting photographic evidence and order details.
8. Communication & Contact
All return-related communication must be directed through official support channels:
WhatsApp: 079 870 5457 (average response time: within 30 minutes)
Email: admin@choosenaturalhealth.co.za
Contact Page: https://choosenaturalhealth.co.za/pages/contact-us
We reserve the right to update or amend this policy at any time without prior notice. Continued use of our services constitutes acceptance of the most recent version of this policy.