We want your purchase to bring you happiness. Subject to the conditions listed below, you can return the product to us if you're not entirely satisfied, and we'll either replace it or credit your account. This policy is applicable to items purchased from Upharm. This policy is a part of the Upharm Terms and Conditions, and unless the context specifies otherwise, words defined in the Terms and Conditions have the same meaning here. This policy does not in any way aim to restrict your statutory rights.
You can generally return an unwanted product to us for a fee as long as you meet the following requirements: It is in its original packaging, which needs to be undamaged and in its original condition with all seals still intact (if applicable); it is unused and undamaged, with the original labels and stickers still attached. Please see our FAQs for a few instances. It does not have any missing parts or accessories, and it is not included in the list of items in section 2 that are not returnable.
within 30 days (or 7 days for products marked "Clearance/Sale") of the unwanted product's delivery to you or your own collection of it, you register a return on info@upharm.co.za. Only products marked "Clearance/Sale" may be returned after 30 days (or 7 days for those products), and only if the defect occurs within 6 months of the product being delivered to you or picked up by you. We will pay an extra R75 to have the product picked up from you. If a product is not packaged properly for transportation, our courier has the right to refuse picking it up.
Within five days of your return, we will issue a store credit voucher (or, if you prefer, a refund) after examining the item and verifying your return. Remember that it may take five to ten business days for refunds to appear in your account. If the unwanted item is returned broken, not in resalable condition, or without any accessories, we have the right to refuse a return.
Products may be returned for a different product as long as it is available and costs the same as the one that was initially bought. If this is the case, we will come get the product from you and send you the desired product for an extra R75. If the requested variation is not available right away, we will refund you or send you a store credit voucher within 5 days of the return, depending on your preference, and within 8 days of your return being logged. To verify your return, we reserve the right to examine the merchandise.
Please email us at info@upharm.co.za with your #M order number if we unintentionally deliver the wrong product to you, if it is not as described on the website, or if it is missing any accessories. We will pick up the product from you at no additional cost. Following product inspection and validation, you will receive the correct product as soon as possible (assuming the correct product is available) or, within 5 days of the return, a store credit voucher (or a refund, if you prefer). To verify your return, we reserve the right to examine the merchandise.
Refunds, exchanges, or credits are not available for the following products: electronic gift cards or vouchers; books; underwear, lingerie, sanitary products, intimates, jewelry for piercings; a used beauty product or fragrance; food, drinkware, or other items meant for regular consumption; or goods that have been customized or manufactured to your specifications, unless they are defective. To verify your return, we reserve the right to examine the merchandise.
If a product is damaged during delivery or pickup, please email info@upharm.co.za with your #M order number to report the damage. We will make arrangements for a free pickup of the product from you. After the product has been examined and your return has been approved, we will, at your request, either replace the product as soon as repairs or replacements are feasible or, if you would prefer, send you a store credit voucher within five days of the return. After recording a return, credits and refunds are typically processed within 8 days (keep in mind that refunds may take 1-4 working days to appear in your account). Depending on the availability of parts and replacements, repairs and replacements may take longer.
As authorized stockists, we make every effort to guarantee that the goods we send to you are flawless and of the highest caliber. What does a flaw entail? Any feature or material flaw in a product's construction that renders it less acceptable than one would reasonably be entitled to expect under the circumstances is considered a defect. Under this section 4, the following won't be considered defects and won't give you the right to a return: defects brought on by normal wear and tear; harm from carelessness, misuse, or improper use of the product; damage from electrical surges or sea air corrosion; harm from inadequate maintenance; harm from unauthorised modifications to the product; and situations in which a product's specifications, while correctly stated on the website and generally suitable for its intended use, do not suit you.
If a product you received turns out to be defective, please let us know as soon as you can after discovering the problem, but preferably within 6 months of the product's delivery or pickup (unless there is an extended supplier warranty).
You can do this by sending an email to info@upharm.co.za with your #M order number, and we will make arrangements for a free product pickup from you. Within five days of the return, we will, at your discretion, either repair or replace the product (if such repair or replacement is possible) or issue a store credit voucher (or refund you, if that is your preference) after inspecting the item and verifying your return. After recording a return, credits and refunds are typically processed within 8 days (keep in mind that refunds may take 1-4 working days to appear in your account). Depending on the availability of parts and replacements, repairs and replacements may take longer.
Regardless of whether you want a repair, replacement, or refund, when you return a defective item to us, please include all accessories that came with it in appropriate packaging (it doesn't have to be the original packaging). If a product is not packaged properly for transportation, our courier has the right to refuse picking it up. We are unable to accept returns that are older than six months in cases where the supplier warranty is not extended.
It's possible for a product's supplier warranty to last longer than six months. Please notify us as soon as reasonably possible after you become aware of a defect in such a product, but in any case, within the extended supplier warranty period after delivery / collection of the product, if the defect is discovered more than six months after delivery or collection. You can do this by sending an email to info@upharm.co.za with your #M order number, and we will make arrangements for a free product pickup from you. Refunds that are made outside of the extended supplier warranty period are regrettably not eligible for our assistance.
Note that any extended supplier warranty is contingent upon any terms and conditions imposed by the manufacturer or supplier. These are typically listed in a product packaging brochure or pamphlet. It is your duty to become familiar with any such terms and conditions. Regardless of whether you want a repair, replacement, or refund, when you send back a defective item to us, please make sure you include all accessories that came with it in the appropriate packaging. If a product is not packaged for transportation, our courier has the right to refuse picking it up.
It's also crucial to remember that the supplier or manufacturer may decide to replace or repair the item, or they may decide to give you a refund. If you return something after six months, Upharm is not obligated to give you a credit, repair, or replacement; instead, you should contact the manufacturer or supplier for your options.
Two kinds of coupons exist: one that has a set discount, like R100 off ("Fixed Coupon"), and another that has a percentage discount, like 10% off ("Percentage Coupon").
After using a Fixed Coupon to pay for an order, if you or Upharm decides to cancel the order (or a portion of it) before the relevant product(s) are delivered, or if you return one or more products for a credit in line with this Policy, the value of the Fixed Coupon will be subtracted from the price of the returned or cancelled product(s), if applicable, and we will credit your account for the remaining amount (or refund you if that is your preference). A replacement Fixed Coupon with the same value as the first Fixed Coupon used will also be given to you. Use of the replacement Fixed Coupon may be restricted by Upharm at its sole discretion. We will credit your account normally for the amount of the returned goods for any further cancellations or returns resulting from the same order (or refund you if that is your preference).
When you pay for an order using a percentage coupon and you or Upharm cancel it (or a portion of it) before the relevant product(s) are delivered, or you return one or more products for credit in line with this policy, the value of the discount you received from using the percentage coupon will be subtracted from the price of the returned or cancelled product(s), if applicable, and we will send you a store credit voucher within five days of the return (or refund you, if that is your preference). Additionally, we will give you a replacement Fixed Coupon that equals the savings you would have obtained by using the original Percentage Coupon.
Use of the replacement Fixed Coupon may be restricted by Upharm at its sole discretion. We will credit your account normally for the amount of the returned goods for any further cancellations or returns resulting from the same order (or refund you if that is your preference). We are unable to issue a cash refund for the portion of the purchase price that you paid with a voucher when you used it to purchase a product that you later returned for a refund in line with this policy.
Subject to applicable law, we reserve the right to refuse your return of a defective product, replace the item you did return, estimate the value of the missing accessories, and only credit or refund you for the returned item if you fail to return all of the accessories that were sold with it. You might be responsible for paying Upharm return shipping costs if you inadvertently return things to us and then decide you would like them returned to you.
You might be responsible for compensating Upharm for the expenses incurred in both retrieving the product from you and returning it to you if you return something that doesn't follow this policy.
https://upharm.agxdev.co.za/index.php?route=account/return/add