Cancellation, Returns and Refunds

1.Cancelling before we dispatch

If your order has not been dispatched yet, you can cancel it for any reason and get a full refund, including any delivery charge you paid. There is no penalty and you do not need to give a reason.

Email us as soon as you can with your order number. We dispatch quickly, so if the parcel has already gone we will treat it as a return under section 2 instead.

2.Changing your mind, the 7 day cooling off right

Under section 44 of the Electronic Communications and Transactions Act 25 of 2002, you may cancel an online purchase within 7 days of receiving it, without giving a reason and without penalty.

What we need back

To use this right, the product must be:

• Unopened, with the factory seal intact.
• In its original packaging, undamaged and complete.
• In a resalable condition.

What it costs you

The only charge is the direct cost of returning the goods to us. We refund the price you paid for the product. Where the whole order is returned we also refund the original delivery charge.

Please use a tracked service. Until the parcel reaches us it is still your responsibility, and we cannot refund something that never arrives.

3.What we cannot take back for a change of mind

Our products are consumable supplements. Once a tub has been opened we cannot verify what has happened to the contents, and we cannot resell it to anyone else. So, for health, hygiene and safety reasons, we cannot accept a change of mind return where:

• The seal is broken or the tub has been opened.
• Any of the product has been used.
• The packaging is damaged to the point that the product cannot be resold.
• More than 7 days have passed since you received it.

This does not apply to a product that is faulty, damaged, expired or not what you ordered. Those are covered in the next section and you are protected whether or not the tub has been opened.

We also cannot refund a change of mind simply because you did not enjoy the flavour. If a flavour is not for you, tell us anyway. We read every message and it genuinely shapes what we make next.

4.Damaged, defective, expired or incorrect items

This is the part your consumer rights protect most strongly, and we do not argue about it.

Tell us if your order arrives and any of the following is true:

• The tub is damaged, leaking or the seal was already broken.
• The product is past, or very close to, its expiry date.
• You received the wrong flavour or the wrong item.
• Something is missing from your order.
• The product is defective or not of the quality you are entitled to expect.

What to do

Email us within 7 days of delivery for damage, shortages or an incorrect item, with your order number and a photo of the product and packaging. A photo lets us sort it out quickly and take it up with the courier.

What you get

Your choice of a replacement, a repair where that is possible, or a full refund. We pay the return shipping, and we pay to send a replacement. You are not charged anything.

The 6 month warranty

Under section 56 of the Consumer Protection Act 68 of 2008, you have 6 months from delivery to return goods that are unsafe, defective or not of good quality, and to choose a refund, replacement or repair. This applies even after the 7 day window has closed, and it applies to opened product. Nothing on this page limits that right.

5.How to start a return

1. Email us at To be confirmed with your order number, what you are returning, and why. Add photos if the item is damaged or incorrect.
2. Wait for confirmation. We will reply as quickly as we can with a return reference and the return address. Please do not send anything back before you have that reference, as we may not be able to trace it.
3. Pack it properly. Use the original packaging where you can, and put the return reference inside the parcel.
4. Send it with a tracked service and send us the tracking number.
5. We inspect and refund. We check the item on arrival and process your refund or replacement.

6.How refunds are paid

• Refunds go back to the original payment method, through Payfast. We cannot refund to a different card or account, for fraud protection reasons.
• We process refunds as soon as we have received and approved the return, and in every case within the 30 days required by section 44 of ECTA.
• Once we have sent the refund, how fast it reflects is up to your bank. Card refunds usually show within 3 to 10 working days.
• We will email you to confirm the moment a refund is processed.

If a return does not meet the conditions in section 2, we will contact you before doing anything. You can have the item sent back to you at your cost, and we will not simply keep it.

7.Deliveries that do not arrive

If your tracking has not moved or your parcel has not arrived in the expected time, contact us and we will trace it with the courier.

If a parcel is confirmed lost in transit, we will send a replacement or refund you in full, your choice.

If a delivery fails because the address was wrong, nobody was available, or the parcel was not collected and it comes back to us, we will refund the product price but not the original delivery charge. We can arrange re-delivery at a new delivery charge.

8.Your rights are not affected

Nothing in this policy takes away or limits your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002. Where anything here conflicts with those Acts, the Acts apply.

If you are unhappy with how we have handled a return, please tell us first so we can fix it. If we cannot resolve it, you may refer the matter to the National Consumer Commission or a recognised consumer goods ombud.

9.Contact us

Please include your order number in every message. It is the fastest way for us to help you.