Refund and Returns Policy

1. THE 6-MONTH STATUTORY WARRANTY (CPA SECTION 56)

In accordance with the Consumer Protection Act (CPA), all goods supplied are subject to an implied statutory warranty of quality. If your product is found to be defective, unusable, or unsafe within 6 months of delivery, you have the right to choose between:

  • A full Refund;

  • A Replacement; or

  • A Repair (where applicable).

Note: As the consumer, the choice of remedy is yours, not ours. We will process these returns at our own risk and expense if the product is genuinely defective.

2. ONLINE PURCHASES & “COOLING-OFF” PERIODS

If you purchased our products through our website or via direct marketing (Email/SMS/Phone), the following applies:

  • ECT Act (Online): You have a 7-day cooling-off period after receiving the goods to cancel the transaction for any reason.

  • CPA (Direct Marketing): You have a 5-business-day cooling-off period to cancel without penalty.

  • Condition: Goods must be returned in their original, unopened, and sealed packaging. You will be responsible for the direct cost of returning the goods to us.

3. SAHPRA & PUBLIC HEALTH RESTRICTIONS (THE EXCEPTION)

Because we provide SAHPRA-regulated products (including medical-grade pre-rolls), South African law provides a critical exception to the right of return:

  • Public Health Regulation: In terms of CPA Section 20(3), we cannot accept the return of any goods if a public health regulation prohibits such return.

  • Safety Seals: Once a medical or health product’s safety seal is broken, it is considered “consumed” or “altered” and cannot be returned for a refund unless it is defective (see Section 1).

  • Reason: This is to prevent cross-contamination and ensure the chain of custody for scheduled substances remains secure.

4. NON-REFUNDABLE ITEMS

We do not offer refunds or exchanges for “change of heart” on:

  • Items where the sterile or tamper-evident packaging has been opened.

  • Products that have been partially used or disassembled.

  • Custom-bundled orders specifically made to your specifications.

5. RECALLS & PHARMACOVIGILANCE

In the event of a SAHPRA-mandated product recall:

  • We will notify you immediately via your registered contact details.

  • Instructions for the safe return of the batch will be provided.

  • You will be entitled to a full refund or a replacement from a safe, approved batch.

6. HOW TO LODGE A CLAIM

To initiate a return or refund under the statutory warranty:

  1. Contact: Email our Compliance Team at [Insert Email].

  2. Evidence: Provide proof of purchase and photos/descriptions of the defect.

  3. Collection: We will arrange for a courier to collect the defective item for inspection.

  4. Resolution: Once the defect is verified, your refund will be processed within 15 business days to your original payment method.