Refunds & Returns

Returns & Refund Policy – Kisten Herbals

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1. Overview

We are committed to fair, transparent, and compliant business practices. This Returns & Refund Policy is aligned with the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECT Act), and relevant guidelines for complementary medicines and health supplements in South Africa.

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2. Cooling-Off Period (Online Purchases)

In accordance with the Electronic Communications and Transactions Act (ECT Act), customers may return goods within 7 days of delivery, for any reason and without penalty.

Conditions:

• The customer is responsible for return shipping costs

• Products must be unopened, sealed, and in original condition

• Refunds will only be processed once goods are received and inspected

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3. Defective, Damaged or Incorrect Goods

Due to the consumable nature of supplements and health regulations:

• Defective or damaged goods must be reported within 7 days of delivery

• Customers may be eligible for a replacement or refund, subject to inspection

• Products must be returned in original packaging with proof of purchase

• No repairs will be offered on ingestible products

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4. Health and Safety Compliance

As ingestible health products:

• All supplements are sealed for consumer protection and hygiene

• Products cannot be returned once opened due to contamination risk

• Products are not intended to diagnose, treat, cure or prevent any disease

• Customers should consult a healthcare professional before use

Especially if:

• Pregnant or breastfeeding

• On medication

• Managing a medical condition

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5. Product Description and Online Purchases

As an online store, customers do not have the opportunity to inspect goods prior to delivery.

• If goods do not reasonably match their description, they may be returned within 7 days

• In such cases, return shipping may be covered or reimbursed

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6. Order Cancellations

• Orders may be cancelled before dispatch at no cost

• Once an order has been processed or shipped, a reasonable cancellation fee may apply

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7. Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for return:

• Opened supplements

• Products with broken or tampered seals

• Used or altered items

Unless the product is defective.

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8. Refund Processing

• Refunds are processed within 7 to 15 business days

• Refunds will be issued via the original payment method

• Shipping fees are non-refundable unless due to an error on our part

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9. Delivery Failures or Unavailable Stock

• Customers will be notified if an order cannot be fulfilled

• Full refunds will be processed within 30 days where applicable

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10. Customer Responsibilities

Customers are responsible for:

• Returning items in original condition

• Providing proof of purchase

• Ensuring correct product usage

Misuse or negligence may void return eligibility.

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11. Your Rights

Nothing in this policy limits your rights under South African law.

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12. Contact Us

For returns, refunds or queries, please contact:

Kisten Herbals
Email: info@kistenherbals.co.za
Phone: 078 287 1290

Effective Date: April 2026