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Returns Policy

Returns and Exchanges

Your satisfaction with your purchase is our priority. If you find yourself not entirely pleased with your order, you can send the product back to us, and we will either replace it or issue a credit to your account, in accordance with the terms outlined below. This policy pertains to products purchased directly from Umhlatuze Pharmacy.

This policy is an integral part of the Umhlatuze Pharmacy Terms and Conditions, and any terms defined within those Terms and Conditions will carry the same meaning in this policy unless the context suggests otherwise. Nothing stated in this policy is intended to limit your statutory rights in any way.

Refunds will be processed using the same payment method you used for your original order(s). If your original payment was made through PayFast or PayGate, you will be required to provide your banking details during the refund process.

Once your refund request has been processed, please allow 5 to 7 business days for the funds to appear in your account, as this is also subject to your bank's processing times.

If you used Payflex for your purchase, we will process the refund, and once completed, the funds will be available in your Payflex Wallet. You can then use your Wallet balance for future Payflex purchases or immediately withdraw the funds to your bank account via the Payflex Customer Portal, after which the funds should reflect in your bank account within 24 hours.

Unwanted Products

Generally, you can return an unwanted product to us at your own additional cost, provided that:

  • It remains undamaged and unused, with all original labels and stickers still attached.
  • It is in its original packaging, which must also be undamaged and in its original condition, with all seals still intact (if applicable). Please consult our FAQs for illustrative examples.
  • No accessories or parts are missing.
  • It is not listed in section 2 – Products not eligible for return.
  • You initiate a return request via [email address removed] within 30 days (or 7 days for products marked “Clearance/Sale”) of the product being delivered to you or collected by you. After 30 days (or 7 days for “Clearance/Sale” items), you can only return a product if it is found to be defective within 6 months from the date of delivery or collection.

We will arrange for the collection of the product from you at an additional charge of R100 for metropolitan areas and R150 for non-metropolitan areas. Please note that our courier reserves the right to refuse collection if the product is not adequately packaged for transportation.

Upon inspecting the returned product and validating your return request, we will issue you a store credit voucher within 5 days of the return (or process a refund if you prefer). Please be aware that refunds may take 5 to 10 working days to reflect in your account. We reserve the right to refuse a return if the unwanted product is returned in a damaged condition, not in a resalable state, or if any accessories are missing.

Want to Exchange?

Products can be exchanged for a different product, provided that the desired variation is available and is priced the same as the product you originally purchased. In such instances, we will collect the original product from you at an additional cost of R100 for metropolitan areas and R150 for non-metropolitan areas. If the requested variation is not immediately available, we will send you a store credit voucher within 5 days of the return (or process a refund if you prefer) within 8 days of you submitting the return request.

We retain the right to inspect the product to confirm the validity of your return.

Not What You Ordered?

If we mistakenly deliver the wrong product to you, or if the product does not match the description provided on our website (or if any accessories are missing), please inform us at [email address removed], quoting your #M order number. We will then arrange to collect the product from you at no cost. Once we have examined the product and verified your return, we will, at your discretion, either deliver the correct product to you as soon as possible (if it is in stock), or issue you a store credit voucher within 5 days of the return (or process a refund if you prefer).

Products Not Eligible for Returns

The following products are not eligible for a refund, exchange, or credit:

  • Electronic vouchers or gift cards.
  • Books.
  • Intimate apparel, sanitary products, lingerie, or underwear.
  • Jewelry intended for piercings.
  • Beauty products or fragrances that have been used.
  • Foodstuffs, beverages, or other products intended for daily consumption.
  • Products that have been personalized or made according to your specific requirements, unless they are defective.

Products Damaged on Delivery

Should a product be damaged upon delivery or collection:

We understand the frustration of receiving a damaged item and aim to make the returns process as smooth as possible. In the unfortunate event that your item arrives damaged, please follow the steps outlined below:

  1. Notification: Inform us about the damaged item within 30 days of receiving it (or 7 days for promotional/sale items). You can contact our customer service team at [email address removed], including your #M order number.
  2. Provide Photo Evidence: To begin the returns process, we require photographic evidence of both the outside of the damaged package and the internal packaging. This helps us with our investigation and ensures a quick resolution. Please ensure the photos are clear and accurately show the extent of the damage.
  3. Return Authorization: Once we receive the necessary photo evidence, our team will promptly assess the situation and provide you with a return authorization if deemed necessary.
  4. Return Process: After receiving the return authorization, we will provide you with further instructions on how to return the item, including any required shipping labels or directions.
  5. Evaluation and Refund/Replacement: Upon receiving the returned item, our quality control team will conduct a thorough evaluation to confirm the reported damage. Depending on their assessment, we will, at your choice, either replace the product as soon as possible (if repair or replacement is feasible) or issue you a store credit voucher within 5 days of the return (or process a refund if you prefer). Credits and refunds are typically processed within 8 days of logging the return (please note that refunds can take 1-4 working days to appear in your account). Repairs and replacements may take longer, depending on the availability of parts or replacements.

Please note the following important points:

  • Any damage that occurs due to mishandling or misuse after you have received the item will not qualify for a return or refund.
  • We reserve the right to refuse returns or exchanges if the damage is determined to have been caused by factors beyond our control.

Defective Products

As authorized stockists, we are committed to ensuring that the products we deliver to you are of high quality and free from defects.

What is a defect? A defect refers to a significant flaw in the manufacturing of a product or any characteristic of a product that makes it less acceptable than what one would reasonably expect under the circumstances.

The following will not be considered defects and will not entitle you to a return under this section 4:

  • Faults resulting from normal wear and tear.
  • Damage caused by negligence, user abuse, or incorrect use of the product.
  • Damage resulting from electrical surges or corrosion due to sea air.
  • Damage caused by a failure to properly care for the product.
  • Damage resulting from unauthorized modifications to the product.
  • Situations where the product specifications, although accurately described on our website and generally suitable for its intended purpose, do not meet your personal preferences.

Standard Warranty

If you receive a product that turns out to be defective, please notify us as soon as you become aware of the defect, and in any event, within 6 months after the product was delivered to or collected by you (unless an extended supplier warranty applies).

You can do this by emailing us at [email address removed] with your #M order number, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your option, either repair or replace the product (if such repair or replacement is possible) or issue you a store credit voucher within 5 days of the return (or process a refund if you prefer). Credits and refunds are typically processed within 8 days of logging the return (please note that refunds can take 1-4 working days to appear in your account). Repairs and replacements may take longer, depending on the availability of parts or replacements.

Please ensure you provide suitable packaging for the return of the product (it does not need to be the original packaging), and include all accessories that were sold with the defective item when you return it to us – regardless of whether you are requesting a repair, replacement, or a refund. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.

Where no extended supplier warranty period exists, we unfortunately cannot facilitate returns that fall outside of the 6-month period.

Extended Supplier Warranty

A product may come with a supplier warranty that extends beyond the standard 6-month period. If such a product proves to be defective more than 6 months after delivery or collection, please notify us as soon as reasonably possible after you become aware of the defect, but in any event, within the extended supplier warranty period after the product was delivered to or collected by you.

You can do this by emailing us at [email address removed] with your #M order number, and we will arrange to collect the product from you at no charge. Unfortunately, we cannot facilitate returns that fall outside of the extended supplier warranty period.

Please be aware that any extended supplier warranty is subject to the specific terms and conditions that the supplier or manufacturer may impose. These are usually detailed in a brochure or leaflet included inside or on the product packaging. It is your responsibility to familiarize yourself with any such terms and conditions.

Please provide appropriate packaging for returning the product, along with all accessories that were sold with the defective item, regardless of whether you are requesting a repair, replacement, or a refund. Our courier reserves the right to refuse collection of a product that is not properly packaged for transport.

It is also important to note that the decision to repair, replace, or refund the item under an extended supplier warranty lies with the supplier or manufacturer. Umhlatuze Pharmacy is under no obligation to provide you with a credit, repair, or replacement for any return logged after six months, as your recourse lies with the supplier or manufacturer.

Vouchers & Coupons

There are two types of Coupons: a Coupon with a set discount amount, for example, R100 off (“Fixed Coupon”), and a Coupon offering a percentage discount, for example, 10% off (“Percentage Coupon”).

If you have used a Fixed Coupon to pay for an order, and either you or Umhlatuze Pharmacy cancels your order (or a part of it) before the relevant product(s) are delivered, or if you initiate a return of one or more products for a credit in accordance with this Policy, the value of the Fixed Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the remaining balance, if any (or process a refund if you prefer). We will also provide you with a replacement Fixed Coupon of the same value as the original one. Umhlatuze Pharmacy may, at its sole discretion, set restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns related to the same order, we will credit your account as usual with the value of the returned product (or process a refund if you prefer).

If you have used a Percentage Coupon to pay for an order, and either you or Umhlatuze Pharmacy cancels your order (or a part of it) before the relevant product(s) are delivered, or if you initiate a return of one or more products for a credit in accordance with this Policy, the value of the discount received through the Percentage Coupon will be subtracted from the purchase price of the cancelled or returned product(s) (as applicable), and we will send you a store credit voucher within 5 days of the return (or process a refund if you prefer). We will also provide you with a replacement Fixed Coupon equal to the discount you received from the original Percentage Coupon. Umhlatuze Pharmacy may, at its sole discretion, impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising from the same order, we will credit your account as normal with the value of the returned product (or process a refund if you prefer).

Whenever you have used a Voucher to purchase a product that you later return for a refund according to this Policy, we are unable to refund you in cash for the portion of the purchase price that you paid using the Voucher.

Charges

If you return a defective product to us but fail to include all the accessories that were originally sold with it, we are entitled (subject to applicable law) to either refuse the return, only replace the item you did return, or estimate the value of the missing accessories and only credit or refund you for the returned item.

If you mistakenly return items to us and wish to have them sent back to you, you may be responsible for reimbursing Umhlatuze Pharmacy for the costs incurred in returning the product to you.

If you return a product that does not comply with this policy, you may be liable to reimburse Umhlatuze Pharmacy for the costs of collecting the product from you and the costs of returning it to you.