REFUNDS AND RETURNS POLICY

Last updated: 12 August 2026

 

At Rejoovena, we want customers to shop with confidence. This Refunds and Returns Policy explains how cancellations, returns, replacements and refunds are handled for purchases made through our online store.

This policy should be read together with our Terms and Conditions and Privacy Policy. Nothing in this policy limits any consumer right provided by South African law.

1. Contacting us about a return

Before returning a product, please contact our customer-service team:

Email: info@rejoovena.co.za
Telephone: +27 31 569 5371

 

Please provide:

• Your full name
• Order number
• Contact details
• Name of the affected product
• Reason for the return
• Photographs where the product is damaged, defective or incorrect
• Batch number and expiry date where applicable

Products should not be returned without first obtaining return instructions from Rejoovena.

2. Cancelling an order before dispatch

You may request the cancellation of an order before it has been processed or dispatched.

If the cancellation is approved before dispatch, we will refund the amount paid through the original payment method.

Please contact us immediately if you wish to cancel. We cannot guarantee cancellation once an order has entered processing or has been handed to the courier.

If an order has already been dispatched, it will need to be handled according to the returns procedure below.

3. Change-of-mind returns

Subject to applicable consumer law, you may request to return an unwanted product within seven days after receiving it.

A change-of-mind return will ordinarily be accepted only if the product:

• Has not been used
• Has not been opened
• Remains sealed in its original packaging
• Is undamaged and in a resalable condition
• Has all labels and protective seals intact
• Includes any accessories or promotional items supplied with it
• Is accompanied by valid proof of purchase

You must notify us within the applicable return period.

The customer may be responsible for the direct cost of returning a non-defective product where permitted by law.

4. Health, hygiene and personal-care products

Rejoovena sells wellness supplements, herbal products, cosmetics, topical applications and personal-care products.

For health, hygiene and safety reasons, we generally cannot accept a change-of-mind return once a product has been:

• Opened
• Used or partially consumed
• Unsealed
• Removed from its original packaging
• Contaminated or improperly stored
• Damaged after delivery

This restriction does not apply where a product is defective, unsafe, damaged during delivery, incorrectly supplied or otherwise returnable under applicable consumer law.

5. Incorrect products

If you receive a product that is different from the product ordered, please notify us as soon as reasonably possible.

We will arrange for the incorrect product to be collected or provide appropriate return instructions.

Once the error has been verified, you may choose between:

• Receiving the correct product, subject to availability
• Receiving an appropriate refund

Rejoovena will cover reasonable return and replacement delivery costs where we supplied the incorrect product.

6. Products damaged during delivery

Please inspect your order promptly after delivery.

If a product or parcel appears damaged, contact us as soon as reasonably possible and provide:

• Photographs of the outer parcel
• Photographs of the damaged product
• Your order number
• A description of the damage
• The batch number and expiry date where applicable

Please retain the product, packaging and courier label until the matter has been assessed.

Where delivery damage is confirmed, we will arrange an appropriate replacement or refund in accordance with applicable law.

7. Defective or unsafe products

Customers are entitled to receive products that are of good quality, safe and reasonably suitable for their ordinarily intended purpose.

If a product is materially defective, unsafe or does not comply with applicable consumer guarantees, you may return it within the period provided by the Consumer Protection Act.

Depending on the circumstances and your applicable statutory rights, you may request:

• A replacement
• A refund
• Another remedy permitted by law

Please provide a description of the defect and supporting photographs where reasonably possible.

Rejoovena may inspect the returned product to determine the nature and cause of the reported defect. This inspection will not be used to unreasonably delay or deny a valid consumer claim.

8. Products that cannot be returned as defective

A product will not ordinarily be considered defective if the issue resulted from:

• Normal wear and tear
• Misuse or negligent handling
• Failure to follow the printed directions
• Use after the expiry date
• Improper storage after delivery
• Deliberate damage or alteration
• Use by a person for whom the product was not intended
• An individual preference regarding taste, scent, colour or texture
• An expected result not being achieved where no result was guaranteed

Natural products may display reasonable variations in colour, consistency, aroma or appearance. Such variations do not necessarily indicate a defect.

This section does not limit any right that cannot legally be excluded.

9. Adverse reactions and product suitability

Individual responses to herbal, cosmetic and wellness products may differ.

An allergy, sensitivity or individual reaction does not automatically establish that a product is defective. However, customers should stop using the product and seek appropriate healthcare advice if an unexpected reaction occurs.

Please contact us with:

• The product name
• Batch number
• Expiry date
• Purchase date
• A general description of the reaction
• Details of how the product was used

Serious or unexpected product reactions may need to be reported to the manufacturer or an appropriate regulatory authority.

We may request additional information necessary to investigate the matter, but customers should not send unnecessary confidential medical information through ordinary email.

10. Products approaching or past their expiry date

We will not knowingly dispatch expired products.

If you receive an expired product or a product with an unreasonably short remaining shelf life that was not disclosed before purchase, contact us promptly.

Once verified, we will provide an appropriate replacement or refund.

Products that expire after being kept by the customer for an extended period are not returnable merely because they were not used before the expiry date, provided that they had a reasonable shelf life when delivered.

11. Promotional items and bundles

Where a product was purchased as part of a bundle, promotional offer or discounted set, the complete bundle may need to be returned before a full refund can be issued.

Any free product, gift or promotional item supplied with the purchase must also be returned unused and in its original condition.

If part of a bundle is retained, the refund may be recalculated using the ordinary selling price of the retained products, where legally permitted and clearly disclosed.

12. Return procedure

Once a return has been authorised:

1. Package the product securely to prevent damage.
2. Include all original packaging, accessories and promotional items.
3. Include the supplied return reference or order number.
4. Send the parcel using the return instructions provided by Rejoovena.
5. Retain proof of collection or shipment.

Customers remain responsible for products returned through an unauthorised or untraceable delivery method until the products are received by Rejoovena.

Do not send products to a social-media address, retail outlet or pharmacy unless instructed to do so.

13. Return delivery costs

Rejoovena will cover reasonable return costs where:

• An incorrect product was supplied
• A product was damaged during delivery
• A product is confirmed to be defective or unsafe
• The return results from an error made by Rejoovena

The customer may be responsible for return costs where:

• The customer changed their mind
• Incorrect delivery information was supplied
• The product is found not to be defective
• The product was used or stored contrary to its instructions

Any allocation of return costs remains subject to applicable consumer law.

14. Inspection of returned products

Returned products may be inspected to confirm:

• Their condition
• Whether the safety seal remains intact
• Whether the correct product was returned
• The reported damage or defect
• Whether all components and promotional items are included

We will notify you if a return does not meet the requirements of this policy and explain the reason for the decision.

15. Refund processing

Once a refund has been approved, it will ordinarily be processed through the original payment method.

We aim to initiate an approved refund within [INSERT NUMBER] business days. Your bank or payment provider may require additional time before the funds appear in your account.

Where required under the Electronic Communications and Transactions Act, an applicable refund will be processed within the legally prescribed period.

Delivery charges will be refunded where required by law or where the return resulted from an incorrect, defective or damaged product supplied by Rejoovena.

16. Refund amount

An approved refund may include:

• The purchase price of the returned product
• Applicable delivery charges where required by law
• Reasonable return costs where the return resulted from our error or a qualifying defect

A lawful deduction may be made where a returned product has been unnecessarily handled, damaged or diminished in value by the customer, provided such deduction is permitted under applicable law.

17. Refunds for unsuccessful deliveries

Where an order is returned because the customer supplied an incorrect address, refused delivery or was repeatedly unavailable, we may deduct reasonable delivery and return costs from the refund where permitted by law.

We will contact the customer before arranging redelivery or processing the applicable refund.

18. Missing products

If an item is missing from your parcel, contact us as soon as reasonably possible.

Please provide:

• Your order number
• A photograph of the products received
• A photograph of the parcel and courier label
• Details of the missing product

Once the shortage has been verified, we will send the missing product or issue an appropriate refund.

19. Exchange requests

Exchanges are subject to stock availability.

The quickest way to obtain a different product may be to return the eligible original product and place a new order.

Any difference in price and applicable delivery costs must be settled before the replacement product is dispatched.

20. Purchases made from pharmacies or other retailers

This policy applies only to products purchased directly through the official Rejoovena online store.

Products purchased from a pharmacy, supermarket, reseller or other retail outlet must ordinarily be returned to the original place of purchase in accordance with that retailer’s policy and applicable law.

Rejoovena may still assist with legitimate product-quality enquiries and manufacturer investigations.

21. Proof of purchase

We may request reasonable proof that a product was purchased from the Rejoovena online store.

Acceptable proof may include:

• An order-confirmation email
• A tax invoice
• An order number
• A payment record linked to the order

Lack of proof will not be used to defeat a right where the purchase can reasonably be verified by another method.

22. Abuse of the returns process

We may investigate return requests where there is reasonable evidence of fraud, product substitution, deliberate damage or repeated misuse of the returns process.

A fraudulent return may be refused and may be reported to the appropriate authorities.

This provision will not be used to prevent customers from exercising legitimate consumer rights.

23. Consumer rights

This policy is intended to comply with the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

If any provision of this policy conflicts with a mandatory consumer right, the applicable law will take precedence.

24. Policy updates

We may update this policy when our operations, delivery arrangements or legal obligations change.

The latest version will be displayed on the website with its effective date. The policy applicable when an order was placed will generally govern that order unless the law requires otherwise.

25. Contact details

For cancellations, returns, replacements and refunds, contact:

Email: info@rejoovena.co.za
Telephone: +27 31 569 5371
Website: www.rejoovena.co.za