Return and Refund Policy — Biotique SA

Last Updated: [Insert Date]

At Biotique SA (“we,” “us,” or “our”), we curate high-quality organic skincare, wellness supplements, and health products. Because our inventory includes wellness, cosmetic, and ingestible products, we enforce strict return guidelines to comply with South African public health regulations and the South African Consumer Protection Act (CPA) No. 68 of 2008.

  1. No Returns on Medicine and Supplement Products

IMPORTANT

Strict Safety Regulation: Under South African public health and hygiene standards, we do not allow returns or refunds for any medicine products, herbal supplements, dietary supplements, ingestible wellness products, or unsealed cosmetic/skincare products.

Once these products have left our custody, their safety and integrity cannot be guaranteed. Therefore, for the protection of all our customers, we cannot accept them back into our inventory for refund or exchange, unless they are defective or damaged upon receipt.

  1. Statutory ECTA cooling-off Period (7 Days)

In accordance with Section 44 of the Electronic Communications and Transactions Act (ECTA) No. 25 of 2002, you have a general right to a 7-day cooling-off period for products purchased online, starting from the date you receive them.

  • Applicability: This cooling-off period only applies to products that can be returned in their original, unopened, and sealed packaging.
  • Exemptions: In terms of Section 42 of ECTA, the cooling-off period does not apply to goods that by reason of their nature cannot be returned due to hygiene, safety, or health risks (such as opened supplements, cosmetics, and medicines).
  • Return Costs: If you cancel an order under the cooling-off period, you are responsible for the courier costs of returning the unopened and sealed goods to us.
  • Refund: Once inspected and approved, a refund (excluding original delivery charges) will be issued within [Insert Days, e.g., 30 days].
  1. Standard Returns Policy for Non-Supplement / Sealed Items

For non-supplement, non-medicinal products (e.g., unopened skin creams, lotions, or accessories):

  • Return Period: You may return unwanted products within [Insert Number, e.g., 14 or 30] days from the date of delivery.
  • Condition of Items: The product must be unused, completely unopened, in its original packaging, and with all seals intact. Any product that has been opened, tested, or used will not be accepted for return due to hygiene reasons.
  • Return Courier Cost: You are responsible for arranging and paying for courier services to return the item to us.
  • Refund Processing: Once we receive and inspect the item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within [Insert Number, e.g., 7 – 10] business days.
  1. Defective or Damaged Goods (CPA Warranty)

In terms of Section 56 of the CPA, you have a right to return products that are defective, damaged, or not fit for their intended purpose.

  • Warranty Period: You can report and return defective or damaged goods (including medicine and supplement products) within 6 months of purchase.
  • What Constitutes a Defect:
    • The product is expired upon delivery.
    • The safety seal is broken or compromised before you receive it.
    • The packaging is broken, leaking, or damaged to the extent that it affects the product’s safety or efficacy.
    • Manufacturing defects in the product itself.
  • Exclusions: This warranty does not cover damage caused by incorrect storage (e.g., leaving heat-sensitive creams or probiotics in direct sunlight), customer negligence, or normal wear and tear.
  • Remedy: If the defect is verified upon inspection, you are entitled to have the product replaced or to receive a full refund.
  • Return Shipping Cost: We will cover the cost of the courier return for confirmed defective or damaged goods.

How to Initiate a Return

  1. Send an email to [Insert Email Address].
  2. Include your Order Number, the name of the product(s) you wish to return/report, and a detailed description of the issue.
  3. For Defective or Damaged Items: You must attach clear photographs or video evidence showing the damage, compromised seals, or defect.
  4. If approved, we will provide the return shipping address or arrange for courier collection in the case of defective items.
  1. Contact Information

For any questions regarding returns, refunds, or product safety, please contact us:

  • Email: [Insert Email Address]
  • Phone: [Insert Phone Number]