Returns & Refunds Policy

RETURNS & REFUNDS POLICY

Effective Date: 01/11/2025
This policy complies with the Consumer Protection Act 68 of 2008 (CPA).

1. Our Commitment

We stand behind the quality of our products. If you're not completely satisfied, we offer a 60-day satisfaction guarantee.

2. 60-Day Satisfaction Guarantee

2.1 Eligibility

  • Products must be returned within 60 days of delivery date
  • Products must be unused or gently used (at least 80% remaining)
  • Products must be in original packaging with labels intact
  • Proof of purchase required (order number or receipt)

2.2 What's Covered

  • Product doesn't meet your expectations
  • Product causes adverse reaction (discontinue use immediately)
  • Wrong product delivered
  • Damaged or defective product

2.3 What's NOT Covered

  • Change of mind after 60 days
  • Products that are significantly used (less than 80% remaining)
  • Products without original packaging
  • Products purchased from unauthorized sellers

3. Return Process

Step 1: Contact Us

Email info@trueorganic.co.za within 60 days with:

  • Order number
  • Reason for return
  • Photos (if damaged or defective)

Step 2: Receive Authorization

We'll send you a Return Merchandise Authorization (RMA) number and instructions within 2 business days.

Step 3: Ship the Product

  • Package product securely in original packaging
  • Include RMA number on package
  • Ship to address provided
  • We recommend using trackable shipping
  • You are responsible for return shipping costs (unless product is damaged/defective)

Step 4: Inspection and Refund

  • We inspect returned products within 5 business days of receipt
  • Approved refunds are processed within 7-10 business days
  • Refunds are issued to original payment method

4. Refund Details

4.1 What's Refunded

  • Full product price for unused products
  • Partial refund for gently used products (at our discretion)
  • Original shipping costs (only if product is damaged/defective)

4.2 What's NOT Refunded

  • Return shipping costs (unless our error or defective product)
  • Original shipping costs (unless our error or defective product)
  • Transactions fees incurred

4.3 Refund Processing

  • Credit/Debit Card: 7-10 business days (may take longer for your bank to process)
  • EFT: 5-7 business days

5. Exchanges

We do not offer direct exchanges. If you wish to exchange a product:

  1. Return the product for a refund (following return process above)
  2. Place a new order for the desired product

6. Damaged or Defective Products

6.1 Reporting

Contact us within 7 days of delivery with:

  • Order number
  • Photos of damage/defect
  • Description of issue

6.2 Resolution

We will:

  • Send replacement product at no cost, OR
  • Issue full refund including shipping costs

6.3 Return Not Required

For significantly damaged products, we may not require return.

7. Wrong Product Delivered

If we shipped the wrong product:

  • Contact us within 7 days of delivery
  • We'll arrange pickup or provide return shipping label
  • Replacement product or full refund (including shipping)

8. Cancellations

8.1 Before Shipment

8.2 After Shipment

  • Follow standard return process
  • You are responsible for return shipping costs

8.3 Cooling-Off Period (CPA Right)

Under the Consumer Protection Act, you have the right to cancel your order within 5 business days of receipt without reason or penalty, provided:

  • Goods are in original condition
  • Packaging is intact
  • You pay reasonable return shipping costs

9. Non-Returnable Items

The following cannot be returned for hygiene and safety reasons:

  • Products opened and used beyond our gently used criteria
  • Custom or personalized orders (if applicable)
  • Sale or clearance items (marked as final sale)
  • Gift cards or promotional items

10. Refusal of Return

We reserve the right to refuse returns if:

  • Returned outside 60-day window
  • Product is excessively used
  • Packaging is missing or destroyed
  • Product shows signs of tampering
  • Purchased from unauthorized seller

11. Quality Complaints

If you experience any quality issues:

  1. Stop using the product immediately
  2. Contact us with photos and description
  3. We may request product be returned for testing
  4. We'll work with you to resolve the issue fairly

12. Contact for Returns

Returns Department
Email: info@trueorganic.co.za
Hours: Monday-Friday, 9:00 AM - 5:00 PM SAST

Return Address:
True Organic (Pty) Ltd
12 Janbara Drive, Pietermaritzburg
KwaZulu-Natal
South Africa

13. Consumer Protection Rights

Nothing in this policy limits your rights under the Consumer Protection Act. If you believe your consumer rights have been violated, you may contact:

14. Policy Updates

We may update this policy periodically. Continued use of our website after changes constitutes acceptance of the updated policy.